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Published : May 27, 2009 |
Author : from Article City
Category : Hot Topics | Total Views
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People do business with people. More specifically, people do business with people they trust. Trust is at the heart of every business and personal relationship, and yet few of us give much thought to how important our behaviour is in enhancing, or damaging, the level of trust people have in us.
Unlike monetary dollars and cents, trust does not have a fixed value. It is entirely subjective. Context significantly influences how we are perceived. The level at which I consider someone to be trustworthy may be far lower or greater than another person. So in order for trust to have some meaningful value it must be capable of being measured. The question is, against whose standards is it being measured?
It is therefore vital that we understand what is important to our customers, and those we wish to develop high-trust relationships with, so we can demonstrate our trustworthiness in the areas important to them.
Fortunately, behaving in a way that builds trust is relatively straightforward:
Be Truthful
Being open and honest builds trust. Being truthful, or transparent, is both honourable helping you to sleep well at night and helpful to the person you're dealing with, enabling them to make informed decisions. Over-promising and under-delivering is one of the biggest reputation-damagers and trust-breakers there is. Avoid making untrue or misleading claims,which could come back to haunt you and raise doubt about your integrity and ability to deliver.
Be Respectful
The way one person wishes to be treated is often quite different to someone else. One size doesn't fit all. Avoid making assumptions and running the risk of offending or upsetting the person you're dealing with. The best way to find out how someone wants to be treated is to ask them! Find out what's important to them and deliver accordingly. The saying 'do unto others as you would have done unto you' should be avoided. Instead, 'do unto others as they would like you to do unto them!'
Be Understanding
Avoid making assumptions, and jumping to conclusions, about what you think they need or want. Instead, genuinely listen and hear what's being said. Identify, too, what's not being said where appropriate, and reflect back your understanding of their needs and wants as part of a non-threatening or intimidating conversation. Ensure you are both clear on what's required before outlining how you may be able to help them.
Serve
Ensuring their needs are met is paramount. If you can provide an appropriate solution you're both happy with fantastic! If not, think carefully before recommending a solution you know may not be the best for them. If you're not the right person to help them this time act with integrity and recommend someone else who can. Focus on the relationship and the long-term value for them, and you, rather than a one-off or short-term sale that may leave both of you feeling short-changed. The goodwill you will earn as a result of putting their needs first and genuinely serving them will stand you in good stead for the future and they're very likely to recommend you to others.
Be Thankful
It's a competitive world and a prospective customer has a wide variety of options to choose from in terms of meeting their needs. Engaging in discussion with a healthy 'attitude of gratitude' will help people feel both valued and valuable. It also helps you focus on ensuring the best outcome for them, rather than focusing on 'making a sale' at all costs. A simple, 'I appreciate you giving us the opportunity to quote' acknowledges that they have a choice and that they are investing time and energy with you something that's equally important as money.
Being Truthful, Respectful, Understanding, Serving and Thankful builds trust and generates goodwill. Rather than 'pushing' yourself or your products and services, it helps 'pull' people to you who want to do business with you. It encourages buying, in addition to a traditional focus on selling.
If you want to make people feel good about dealing with you, build trust and have people recommend you more often, remember the trust-building behaviours mnemonic and always focus on what's best for them.
by: Hannah Samuel
About The Author Want to know more? Download Hannah's free report: 'Reputation Branding Essentials'and opt-in to receive her electronic newsletter, 'Reputationz', at: www.hannahsamuel.com. Hannah is a specialist reputation advisor, author and professional speaker, and founder of online performance-based service directory, TRUSTcite. She regularly comments on issues around reputation, trust and integrity in mainstream media and on her blog www.trustbite.co.nz. Contact her by email on: info@hannahsamuel.com. |
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