Establishing TRUST will only bring positive results!

Written by Matina Stamatiadou 

Edited by Dr. Dimitrios V. Nikolaidis

Have you ever read a review and be skeptical about it? Has a salesperson approached you about a product or service and you were thinking: "No, that can't be true"? Do you feel like a friend or an acquaintance might be more trustworthy when it comes to evaluating a service? Have you ever thought of yourself as suspicious?  Well, you are.

Companies should aim in keeping their existing customers first and then bring new ones. This is relatively easy since it takes the application of a certain set of principles which are derived from the company's philosophy. People buy from people and customers buy from people they trust; thus establishing trust should be every company's priority!

When trust is absent, customers are not to be blamed. In many instances corporate representatives have lied to them; and sales people have tried to mislead them in buying things they don't need or they have low value.  

With the explosion and power of social media and the e-connectivity among people, establishing trust becomes a necessity. People today have the opportunity to express their opinions and feelings, provide reviews on a product or service and of course criticize wrong attitudes.

Companies that are trusted are more successful, and gain long-term customer relationships.  You can distinguish a trustworthy company easily, just by a question: Who trusts it? Take Google for example, the answer is everyone. Ok, almost everyone.

Google has been

·         on the top of Forbes Most trustworthy Companies over the years,

·         made it second in Forbes Most Reputable Companies In 2015

·        And again on the top of World's Most Ethical Companies (Computer Services) on Ethisphere.

But how do you build trust? From my point of view, through transparency. A company ought to be straightforward with customers, government & employees, be honest about the product or service and have a code of ethics. Moreover, as a company employee; one should engage with people. Listen to their needs and fulfill them; respond to their reviews, both good and bad; understand them and make them feel special, live up to their expectations. Be motivated by feedback, make good use of it and improve performance. Prove the company's worth, over and over again.

Summarizing:

1. Focus on relationships not on transactions.

2. Interact with customers; ask their views; consider their feedback.  

3. Make customers feel significant; show them your appreciation.

4. Develop long relations with customers.

5. People are very different from each other. Handle them accordingly.

6. Commit to a quality service provision.

7. Know the products and services very well.

8. Learn as much as you can about your customers.

9. Show care, empathy.

10. Act naturally, with courtesy.

11. Always KEEP your promises.

In conclusion, I would like to quote Dr. Covey: "Trust is the glue of life. It's the most essential ingredient in effective communication. It's the foundational principle that holds all relationships."

References:

Kevin Kruse (2012) Stephen Covey: 10 Quotes That Can Change Your Life. [online] Available from: http://www.forbes.com/sites/kevinkruse/2012/07/16/the-7-habits/ [Accessed on 20/10/2015]