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Where Did The Trust Go?

Written by: Linda Ockwell-Jenner

Article Overview: Have you lost clients because of bad customer service or because you broke promises to them? Are you trying to reinvent yourself as a business who offers excellence?

Where Did The Trust Go?

Where did the trust go? Do you ask yourself that question when you lose clients and they tell you they don't trust you any more? Many businesses lose out if they let their clients down, yes some of those clients will give you a second chance, but not a third and a fourth chance.

Look at your past history and check if you delivered what you promised to your customers. Once you had secured them as a customer did you stop trying? From my own experience in the past I know I was always delighted when someone offered me a special offer for a year. But if at the end of the year the special offer ended and I knew that it would be taken away from me, only to be offered to me again a few months later, I would suggest keeping the special offer rather than all the messing around. One particular company was adamant that no way could the special offer be extended or kept and that I would have to wait patiently for them to come back to me and offer me the same special offer! Crazy or what? I put up with this for at least two years, mostly because I wanted to give the company another chance, but I knew no better, I should have shopped around. Eventually I gave up and I moved to another company and I am still with them.

The new company offers me loyalty incentives, which means that I feel all warm and fuzzy and know they care about me as a customer. The new company phones me from time to time with special offers and to keep me informed. I love that! If I have any questions they are there to answer my questions, listen to me and, show me they don't just want my money!

For the past few years the original company I walked away from have been trying to win me back as a customer, no way is that going to happen, the trust is gone and I will never go back to them.

Remember first and foremost the care and consideration and time you gave to your prospective clients and continue to give them all of that once they are your customer,loyalty will follow.

Trust is a gift.

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Article Tags: Customer, Honesty, Loyalty, Sales, Satisfaction, Service, Trust



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