Wednesday, July 9, 2014

Ten things you and your sales team should avoid when trying to build foundations of trust with customers

“To be trusted is a greater compliment than being loved.”
                                                                                                              ― George MacDonald

Few things are important than trust. Even more so when you're trying to get people to buy something from you. A company can spend decades building trust within customers. We at SkyPlanner, South Florida's premier Salesforce consulting and customization company, have done just that and it pays dividends when our customers recommend us to others without hesitation. 

But trust is fleeting as one false step and all that hard work goes up in smoke. And once that trust is gone it can be a steep, difficult climb to regain it (and sometimes it will never happen). Just look at Target. You'd be hard-pressed to find an informed consumer (one who has actually heard of the security breach that allowed huge amounts of Target customer data to be stolen) who can shop at the retail giant and be 100% confident that his or her private information is safe. 

The same principle of trust applies to salespeople as well. The experts at Salesforce have compiled a list of ten things every salesperson should take into account when building trust with customers.

  1. Don't push solutions onto a customers that you know won't fulfill their needs. 
  2. Don't overembelish features of your product or service if the claims are simply not true, and instead be completely honest about what you can actually deliver.
  3. Don't overpromise on a solution if there is even a small chance of underdelivering on that promise.
  4. Don't get involved in under-the-table incentives, either on the giving or receiving end. 
  5. Don't fluctuate in your pricing because if the client finds out you offered them a higher price than another customer they will be livid...and it'll be worse if your bosses find out. 
  6. Don’t place blame on other and instead work to fix any problems that arise.
  7. Don't try to put lipstick on a pig and fill your customers in on all news, even if it's bad. 
  8. Don't badmouth your competition as it only serve to give customers the impression you're not confident in your own products and services.
  9. Don't steal customers from your own co-workers.
  10. Say what you mean, and mean what you say.
Bottom line is a culture of honesty and transparency goes a long way in building trusting relationships between companies and their customers. If you want to keep your customers coming back for more then you have to show them you're not just after their SSS.