The 3 C’s of Customer Trust

When your air conditioner stops working in the middle of summer, you REALLY want an HVAC tech on speed dial. We have one (shout out to Leonard!). We got his name from my brother-in-law. The first time Leonard came to our house was on a Sunday (yes, Sunday!) in July. He fixed the problem and earned our trust.     Customer trust is so vital to a successful business that we can sometimes take it for granted. The same way we don’t think about breathing. Earning customer trust creates the opportunity for repeat business. It also opens the door for new business through referrals and reviews. Of course being good at what you do doesn’t hurt, but the number one key in building any relationship – business or otherwise – is trust. Am I right? There’s no secret to earning customer trust. The components of customer trust are simple: Customer Service, Consistency, and Clarity. The 3 C’s of Customer Trust   Customer Service When building customer trust, a great place to start is offering exceptional service. Think about how you would like to be treated if you were the customer. That doesn’t mean you have to work on Sundays. It means you should establish expectations and stick to them. If you tell clients you’ll return calls on the same day, then you need to do that. Good customer service should come naturally and not be strategically planned, although having guidelines in place for your employees to follow is helpful.   Consistency If you have systems in place to provide customers with consistent interactions, that will help to establish you...