One of the most important things about customers is to see them as a long-termed client. In this article, I want to talk about how we can build customer trust and loyalty.
I want to warn sellers and business people first.
Sometimes, considering the economic issues in countries and communities, we think there is going to be a good situation, and everything is going to be fine. We don’t have to forget that there are competitors out there. Sometimes, we can’t even imagine what they are planning, so we have to prepare ourselves and improve our communication skills toward the customers. We have to learn how to compete in these situations.
Some countries don’t take education in business very seriously, but this can make it hard for us to compete with our rivals from other countries. So customer trust is essential. I hope this article helps people to get better results.
The first point about customer trust is to see customers as long-termed clients. We think they are some random and ordinary buyers who come, buy and leave. It’s harder to recruit new customers than keeping previous ones. So why we try attracting new customers?
It’s better to keep the previous ones to buy from us again. This way when we give them a perfect service, the customers will be loyal to us.
The previous customers that are satisfied with our services, can advertise us too.
You probably see when people want to buy something online, they research enough, and are ready to buy. Then you see a person telling her friend: don’t buy anything from this brand. I bought something from this company I wasn’t pleased!
So the buyer will drop all her research and avoid buying from that company because of the complaint she heard from her friend.
If that person says to try to buy from “this” brand, the buyer will probably do the same because she rather buys something that someone was satisfied with before.
Behavior is one of the other useful factors to gain customer trust. When you behave and talk politely and kindly, they attract to you. Even if the customers don’t intend to buy anything, the proper behavior inspires them to buy.
Another point is to speak highly of your products honestly. When you tell the truth to your customer about a product that doesn’t have good quality but a lower price, they trust you and know you don’t compliment too much about one product and you are honest.
We have to be a counselor before a seller and consult the customers and explain to them about products honestly. Then let them choose for themselves.
Imagine the buyer is one of your close relatives. You know you’ll see him face to face later, so you have to be a good counselor. If some products are not perfect, you need to tell the truth. It’s not about being a good product or bad in sales. It’s about what use it has to the customers.
So it’s best to explain all the pros and cons of the products or our service then let them choose the one which is useful for them.
A better option is to ask a question instead of explaining the advantages.
For example, someone wants to buy a cellphone. We see the sellers asking this question in stores: how much do you want to pay?
Then he recommends the most expensive one according to the price the buyer suggests.
This way the client decides to tell a lower price because he knows the seller recommends a cellphone that causes him to run out of money.
Instead of that question, the seller should ask: for what use do you want this cell?
The client says: no specific use/ I want to install some heavy games/ I have to install some specialized Apps/…
This way the seller omits some options and suggests others.
Then he can ask about the color, appearances, weight, etc.
We have to learn how to consult the customers and guide them.
One of the best attitudes we have to attend to is when we don’t have what the customers want. We can say: we have this other kind but not the exact one that you ask for. If you want the exact one, the next door shop has it.
I know it’s hard but this way we can gain the customer trust. He’ll know I am fair and he undoubtedly buys from me next times. He introduces me to the rest of his family if they want cell phones and he buys his other cell phones from me.
It’s true that I lost a customer, but I will have ten more. You will think it’s mythical, but when you see it closely, you’ll understand that it’s logical.