Trust is Important, Trust Me
There’s a saying in small Midwest towns; “What is a jerk’s favorite thing to say?–It’s just business.” Many people tend to be more profane with this phrase, but the main point is ideas like this are formed through people’s negative perception of business transactions where profitability is top priority. Characteristics like trust and loyalty seem to take a back seat to the all mighty dollar, although these attributes are far from unimportant.
The importance of trust is clear when it comes to client relations. All organizations are leery entering into business with firms they do not trust. Even the most charismatic salesman will not sell his product if he cannot develop meaningful relationships.
In actuality, businesses with the best reputations are not always used. This may be because such businesses have few long-term client relationships. In the long-standing relationships the businesses do possess, agency capabilities may not match up with the immediate needs of the client.
To put it allegorically: would you trust an electrician that you’ve known for a decade to fix your plumbing? What if your electrician told you he could fix your plumbing at a lower cost, would you let him?
Businesses that work closely with clients need to strive to be more like the metaphorical electrician. They must display a range of skills beyond normal expectations. This will not only yield a stronger relationship between firm and client, but will also leave room for profitability.
After some research it seems clear on what needs to be done on the business side to earn a higher degree of trust between clients and businesses. Here are a few qualities for which clients should look and businesses may adopt.
1. Humility, Humor, Heart and Honesty- Overconfidence is a sign of insecurity. Too much seriousness can leave adverse impressions. Lack of compassion can lead to poor work performance. Deception can cost any company a fortune.
2. Demonstrate Trust- This is fairly easy to do. Make sure the client is kept up to date on everything the team is doing. Only use essentials when working on a project and show that profitability comes second to loyalty.
3. Be Spontaneous- Though it seems odd that a business would randomly send a care package to a client, such a gesture goes a long way—especially if it appeals to the organization’s culture. A business should go out of its way to express the importance of the client relationship.
The goals of establishing trust and building a long-term relationship with a client go hand-in-hand. A trustful client will stay with the company and may award projects that are outside the business’ historical capabilities. Envision a future with the client and make trust a top priority—the profits will follow.