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6 Steps to Building Lasting Customer Trust

  Thanks to the Internet, today’s promotional product clients have product information, pricing, and customer reviews at their fingertips 24/7. And thanks to the current economy, they’re also more cautious about how they spend their hard-earned marketing dollars.

That’s where customer trust comes in. By putting a little extra effort into showing prospects that you are a trustworthy, honest business, you can really stand out from the competition and make a long-term connection that could result in repeat business. Here are six steps to get you started:
1. Put yourself in your customers’ shoes and think about what they want to know before they do business with you. What questions might they have about your products? About your processes, policies, deadlines, timeframes, prices or additional charges? Write this information up in a clear, understandable way and make it easy to find on your website and order forms. Or answer common questions in your blog posts, newsletters, or in short videos you post to your website.

2. Share your history. Tell the story of your business — how it got started, key milestones, and what your mission is. If your company is new, highlight your professional background and what led you to this industry. By sharing your company’s history and mission you can demonstrate expertise, commitment and longevity.

3. Be open. If there’s an issue or delay with a customer’s order, tell them quickly. Explain the cause and what’s being done to remedy the situation.

4. Monitor what’s being said about your company online and spend some time building a positive online reputation.

5. Use customer testimonials and case studies. People trust the experience and recommendation of other customers more than they do advertising. Sharing feedback from happy customers can give you a competitive edge.

6. Focus on “upserving.” It’s important to shift your focus from upselling to “upserving” - going the extra distance to create a memorable customer experience. In contrast, upselling a customer to a product they don’t really want or need can cause them to distrust you.

What steps do you take to build customers’ trust in your business?

Judge Advertising is a national distributor of top-quality promotional products, trade show giveaways and corporate gifts. Our staff is committed to you, our client, and everything we do is designed with you in mind. We believe nothing is a greater reflection of success than a repeat customer, so we work with the utmost care to ensure everything turns out exactly right. At Judge Advertising, we are coming up with super-creative ideas that inspire and WOW!! Plus, with our low rates and company-wide commitment to service, ordering from us is easy and worry-free.

Reprinted with permission from Promo Matting.

Phone: (253) 884-5839