A bond of mutual interest and respect creates relationships that are meaningful. Anyone can have a relationship. But a meaningful relationship is very different.
How is this established? It’s built, of course, on trust. What I mean by trust is confidence in a person: knowing that you can rely on their integrity, that they are good, reliable and honest.
Trust is formed on both sides by earning mutual credibility and respect. Think about your own personal relationships. They are based on trust right? If Jackie never turned up on time, could not be relied upon to do what she said she was going to do, would she be a friend for long? No – because she cannot be trusted.
Clients don’t buy from people they don’t trust. They can’t. They put themselves at risk if they cannot rely on you.
So, here’s 7 things that have served me well to build deposits in my trust bank:
1. Be Transparent
Don’t pretend to be anyone other than yourself. Be honest and open.
2. Keep Confidences
Keep what your client tells you within the confines of your relationship. Telling others information that has been shared with you in confidence destroys trust.
3. Deliver What You Promise
Be sure you can follow through on the promises you make or don’t make them. There are few things worse in a relationship than being let down.
4. Communicate Appropriately
Don’t rely solely on email, phone calls and texts for communication. Spend time communicating face-to-face. Body language and eye contact tells us so much and helps build bonds. Communicating in person will help each of you to build a greater sense of security.
5. See Their Viewpoint
Consider your client’s interests not just ours. What are they trying to achieve? How can we help them?
6. Be Consistent
When a client can predict your behavior and rely upon it, that customer is more likely to trust you.
7. Show Integrity
Be willing to take a stand, even when it’s unpopular with your customer or your company.
The Trust Bank is something that you continually make deposits into, probably more so than your normal bank, given the current economic conditions!
Those deposits consist of some of those things I have just described, such as delivering something when you said you would, or better still, earlier. It’s exceeding expectations but never falling short of them. It’s adding value all the time.
Trust is made by delivering what you say you will do, when you say you will do it!
Everyday, I look for opportunities to build up my Trust Bank with my clients; and if I do this successfully, I can make the necessary withdrawals when I want to achieve a win-win for both of us.
Are you a good little saver and building the necessary trust deposits in your trust bank?