Trust is the bedrock of any successful relationship, be it personal or professional. It is a powerful force that binds people together, fostering a sense of security, respect, and understanding, while the absence of it does the opposite.
Trust is challenging to win. If you've experienced the sting of a broken trust in business or personal life, you understand its fragility. However, trust, even when shattered, can be rebuilt. As a leader, you can focus on the following principles to increase trust with customers and clients.
Honesty
Picture this: You're in a business meeting, and a potential client asks about a specific service your company provides. Instead of exaggerating or making false promises, you choose to be honest about your company's capabilities. This act of transparency not only sets realistic expectations but also creates an environment where trust can flourish. Conversely, dishonesty and deceit can quickly erode any trust that has been established.
My primary focus is on the end-user in business. When I work with a client, I set clear and realistic expectations. If my team cannot deliver, I seek out someone who can, as prioritizing my client's needs comes first. In that case, I refer them to a person or team I trust to get the job done. It is the right thing to do, and it also puts the client first and earns trust in the process.
Credibility
I recently attended a networking event and spoke with a few start-up founders about serving our clients well. I brought up one of their direct competitors, and they affirmed that competitor’s abilities and stated what that company does really well. They said they are a better fit for a different use case and that their whole focus and expertise is on doing something else. These executives explained clearly what their company does and does not do and who they do and do not serve. We discussed the significance of honesty, clarity, and credibility in helping clients find the best solution, even if it means working with another company.
They explained how there have been instances where the desire to work with a specific company or individual was strong, leading to the temptation to exaggerate their capabilities even when the proper alignment was lacking. However, they learned it's better to communicate honestly and refer the client to someone who can deliver.
An example in my career has been working at agencies on website projects. There were times when a company required specific creative work, but a creative team was not available. Instead of taking on tasks we were not equipped for, we chose to refer the client to specialists to ensure the best possible outcome. This approach ultimately resulted in better outcomes.
"Building customer trust starts with staying true to your company's core values and expertise.” -Delia Perla
Consistency
Consistency is another crucial element in building trust. When you say you will do something, follow through on your commitments. Consistency demonstrates reliability and builds credibility. People are more likely to trust those who consistently deliver on their promises and uphold their values.
Empathy
Empathy and understanding are also essential in building trust. Put yourself in the other person's shoes and try to understand their perspective. Showing empathy and trying to understand the other person's needs, fears, and motivations creates a deeper connection and builds confidence.
Accountability
Admit when you've made a mistake and take responsibility for your actions to establish accountability with clients. We all make mistakes, but how we handle them can either build or break trust. When you acknowledge your mistakes and take steps to rectify them, you demonstrate accountability, reliability, and a willingness to learn and grow.
"We all make mistakes. Authentically admitting your mistakes, showing your humanity, and making things right can significantly enhance customer trust." -Delia Perla
Respect
Respect flowing both ways is another crucial component of building trust. Treat others with respect, regardless of their position or status, and expect to be treated with respect yourself. Actively listen to your customer’s ideas and opinions and value their contributions to improve your product or service. When you provide conditions for mutual respect and open feedback, you create an environment where trust can flourish.
Patience
Lastly, remember to be patient. Building trust is a process that requires time and effort. It's not something that can be rushed or forced. You can foster a climate of trust by sticking with challenging situations and consistently demonstrating trustworthiness through your actions, words, and behaviors. Trust me, trust will grow stronger with time and effort, paving the way for more fruitful and fulfilling relationships.
“As a leader, you can foster a thriving environment of trust with clients by embodying and promoting values such as honesty, credibility, consistency, empathy, accountability, respect, and patience.” -Delia Perla
Remember, trust is a two-way street requiring effort from all parties involved. If you've been burned in the past, don't let that experience prevent you from building new, trusting relationships. With time, effort, and a commitment to the above principles, you can rebuild trust and create stronger, more fulfilling connections.
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