Distrust is the bane of every entrepreneur’s (especially those operating in the ‘very’ skeptical Nigerian market) existence. So in this post, I’ll be talking about some easy ways you can build and sustain trust with your customers and consequently enjoy more patronage and customer loyalty & advocacy.
1. Have your customer’s best interests at heart
There are so many easy ways to do this, for example, you can make your website mobile friendly, let your payment portal be secure and hassle free, offer recommendations and helpful advice. Just endeavor to be thoughtful and empathetic in how you run your business and engage with customers. Plus, and this is very
Plus, and this is very key if your product/service is not the right fit for a customer, let them know that too. You don’t have to try to be all things to all people. Truth is you would get calls from prospects asking for some help in an area that’s not really your business’ thing. And while it may seem like ‘growth’ to take on that (new) customer, if that customer isn’t a good fit, it can actually stunt real growth.
In some cases, trying to work with customers who are not ideal clients can lead to such a bad experience for both your business and the customer that you actually create vocal detractors for your business!
2. Be capable of delivering on your promises
For example, 24 hours delivery should be just that. If for any reason you might not be able to make it happen then escalate (within the agreed time period) and by all means be apologetic while doing so.
Let the product do what you said it would do and let the service experience deliver the value that’s being paid for. Never over promise and under deliver!
3. Be honest and authentic
Do not collect money for a size 4, mistakenly deliver a size 3 and then make the return and refund process hellish and frustrating. Customers and clients are smart; they know when you’re being up front or when they are told a mistruth.
They’ll appreciate and admire you more when you admit to a mistake, rather than playing games or even worse, avoiding the topic altogether.
Finally, not to scare you, but what is always important to know is, the moment your business is not trusted by people, your chances for success within your market/industry are diminished dramatically.