Building Confidence in Your Customers

One of the most important qualities to companies is that their customer have confidence in their product.  So, how do you build confidence in your customers?  Simple, honest, heart-felt interaction.

Selling
When you interact with a customer, whether it is online, via email or phone, remember that you are NOT selling a product.  You are selling a relationship built of trust from human to human.  Discussing the customer’s needs and your product’s abilities in common terms is the best way to the customer’s heart. Throwing in some simple compliments too won’t hurt.  Even if the customer does not buy, you still want them to walk away with warm fuzzy feelings that you helped them

CRM

Remember, customers are human and do not like unexpected occurrences. Communicate with your customers frequently regarding product upgrades, changes, service windows, and even outages.  No one likes being left in the dark.  Look at it as an opportunity to have fun and communicate in creative ways. When something goes wrong, be creative with your apology. Heck, who can get angry at Twitter’s whale or Cox’s Digi. The more effort you take to talk to the customer and inform them, the more they know you care and that is confidence inspiring!

Retention
Let your customers go, but be sad about it. Holding a customer hostage is not going to help them or your business. Allowing your customers to leave when they want, opens up the front door and builds their confidence.  No one will buy a car that they are going to be stuck with.   When they cancel for reasons within your control, listen, listen, listen. While you lost them now, making it clear that you heard them loud and clear during cancellation gives them confidence in returning later.  Let them leave on a heart-felt, positive conversation.

By following some simple rules, you can build an overwhelming amount of confidence in your customers.  So much so, referrals may some drive more business than your outbound marketing campaigns.  If so, this is the best compliment a business can have… you know your customers are confident in your business, interactions, and product.

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