Sometimes the only way to get something important...is to earn it
Each and every day I find myself talking with people who have cares, concerns and challenges. They are all looking for someone to take an interest and to follow through with some sort of an answer. If our customers had learned over the years that we would never do what we said we would, they wouldn’t even bother calling me; as a matter of fact, they probably wouldn’t still be a customer. Instead, our longer-term customers have learned that when they call and express a need, we will listen, make note, and do what we can to fill that need. Our new customers are learning this as well, and through this consistent follow-through, our customers are learning to trust.
What does it take to earn someone’s trust? Ralph Waldo Emerson said, “Trust men and they will be true to you; treat them greatly and they will show themselves as great.” I like this quote because it sets up the expectation of trust, rather than a cynical of view of, “we’ll see” or “prove it to me first.”
In a business relationship trust is essential, mutually. We sign agreements and contracts because of the lessons learned from others or even ourselves in the past, but all of us truly hope that we can trust each other. We trust our customers to make their payments regularly and on time; our customers trust us to provide the service and product that they signed up for. When there’s an issue, they trust that we will care, and that we will provide resolution.
Trust is an all-around, life-encompassing need. I trust my employees to do what they’re supposed to do, whether I’m looking or not. I trust my kids to make good choices and do the right things. I trust my boss to communicate honestly and to acknowledge good work in his employees. I expect people to be trustworthy, and I have found that they rarely disappoint me.
When it comes to developing relationships with our customers, earning their trust is my chief goal. If someone believes in me, I’m going to do everything in my power to prove them right. I’d like to earn the trust of those less willing to give it, but deeply appreciate those who expect a mutually trusting relationship. My hope is for each and every customer to believe that we care as much as I know we do –– and for that trust to be another incentive for maintaining a long-term business relationship with Monscierge. It’s all a matter of trust.