Trust is the most essential ingredient in all really great relationships, both personal and professional. Unfortunately, trust must be earned over time by consistent performance. It's very rare that customers will trust you on the first day and with their first transaction.
ACTION ITEM
Make a rule that a promise made is a promise kept. Remember that your word is your bond.
Retailing giant Sam Walton recognized the value of trust as he built the Wal-Mart empire. He said: “If I could stand trust at the register, I would be home free. The reality is you must earn a customer's trust one customer, one transaction, and one day at a time.” One thing you can do to gain more trust is to keep your promises and follow through, and then point it out to your prospects or customers. For example: “Bill, I told you I would have these for you today, and here they are.” Or: “Mary, I promised I would call you back on Wednesday, and today is Wednesday.” When you do the right thing, make an issue of it and wave your flag in the air. It helps you accelerate the process of building trust.
TAKEAWAY
Trust is more fragile than an egg, and you
need to protect it every day, with every sale,
and with every prospect or customer.