No news to anyone – it’s been a tumultuous, emotional week. Following a full year or more of the same.
We breathe out with a deep sigh now that the question of Who has been answered.
Followed by the sharp intake of the next breath as we all wait to see what is next.
Some people are hopeful.
Some are fearful.
Trust and Respect need to be regained. For our country, our system and one another.
It’s always been the basis of any good relationship.
The State of Trust in 2016
While overall trust in media, government, business and non-government organizations has risen since 2012, the disparity between those who are informed and those who may not be is getting greater, according the Edelman Trust Barometer for 2016.
As of September, however, trust in the news media showed a steady decline according to the Gallup Organization.
But what about your organization? What do you do to earn the trust of your customer? What do you do to create the type of customer experience which earns their respect?
I was thinking the other day about why I do business with the companies and vendors I currently have on my personal list of favorites. I was thinking about my dry cleaner, grocery store, insurance salesman, office supply superstore, automotive repair shop, etc.
Some of these companies are not the biggest in their industries. Some are family-owned businesses. In the scheme of things, some haven’t even been around that long. So why do I give them my heard earned money for products and services?
It’s simple. I trust them.
How Companies Earn Trust and Respect
The companies on my list are honest and fair. Their advertising and any supporting marketing documentation, including contracts and proposals, is truthful. If an ad claims they will have a certain product at a certain sale price, they do.
I also know that the companies on my list are concerned with my safety and security. These companies are concerned with my physical safety and security by offering me well-lit parking lots. The vendors I choose are diligent about keeping my identity safe and secure with protected websites and the appropriate handling, filing, and proper disposal of my transaction documentation.
The organizations with which I chose to do business also know that it is their responsibility to ensure that I have a satisfying customer experience with them. They care whether I am satisfied when our transaction is complete and I know this because they follow-up with me to solicit feedback on what my experience was with them.
You know who these companies are too. You’ve gotten their electronic surveys, their phone calls, or the survey card in the mail asking you to share your thoughts on how they might be able to improve.
These companies also charge each employee with the responsibility of making sure that I am a happy customer.
The One Other Secret
But the real clincher for me is the consistency I experience when dealing with these companies.
I can predict how the phone will be answered. Without question, I can tell you the attitude of the staff. These firms have earned my trust with the consistent quality of products and an interactive approach to problem solving. I respect their ability to make sure that my every need is met and satisfied beyond my original expectation.
What about your business? Do you know if your customer’s have trust and respect for your organization?
When was the last time you asked?
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