The Foundational Big Three to Acquiring and Keeping Customers
Trust involves your honesty and integrity. Trust takes much time to earn and little time to lose. Just ask Tiger Woods. Compare Tiger to John Wooden. Both sports super stars, yet in my opinion, complete opposites. Today while flying back from IPMA I am reading all the John Wooden testimonials and stories in USA Today. During his 99 years with us, he touched so many lives in special ways. Tiger is incredible to watch on the course, but John Wooden had such integrity and honor. What a remarkable person. What an emotional bank account he established with so many!
What are you doing to build trust? Are you ALWAYS honest with your customers and employees, leading by example under ALL instances, both personal and professional? Trust goes a long way toward building that emotional bank account.
Sounds simple, yet how many of us are challenged to remain trustworthy when under stress to perform? Don’t waiver on this core principle. Stay strong!
How can you build trust?
• If you mess up, claim it.
• Always explain facts and don’t stretch the truth.
• Respect confidentiality under all conditions.
• Don’t gossip or others will wonder if you will gossip about them.
Credibility is a proficiency issue or, in other words, how good you are. This involves being proficient at your craft, is measured through performance, and expressed by the company you keep. Pick your friends wisely and do things right. Think of your knowledge of your customer’s business or industry to help add credibility. Roll out services and products only after you perfect them or they've been pilot tested. Tell the guinea pigs that they are just that. Show honesty and set expectations upfront. Credibility is conveyed to customers by offering great advice, and delivering quality products and service.