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Who can you
trust? That is
a very powerful statement. Our country and yes, even our world,
has been asking itself that question recently. Who do I want to
do business with? Who are my friends? Who can I count on? Who
can I leave my children with? Again, whom do I trust?
As many have said,
business will no longer be “business as usual”, since the
events of September 11, 2001. But in many ways it has been a wake up
call that we must all hear. Simply, evaluate how you treat your
fellow man.
People around the
country have said there is a difference in how people greet each
other. People are smiling and making eye contact with one another.
There is pride in wearing something that is red, white and blue. The
American flag has become a “best seller” on retailers’
sales charts! And it is OK to hug your kids a little tighter, pat the
dog one more time and be thankful you have a home to dust or lawns to mow.
Some businesses
have experienced large losses. Many companies may even think of
closing their doors. The question will remain, “Who do your
customers trust”?
Do your
employees trust management?
Do those who have authority use it as a punitive tool or do they use
it to develop people and the organization? Does your company have a
goal that everyone can rally around, or is it business that pushes
for sales at all cost? If you interviewed your employees would they
say, “This is the best company I have ever worked for”?
Where does
trust start? It starts
by building a business without “self” at the top.
Customers can tell
fairly quickly if the business is customer driven or sales driven.
That will become much more apparent in the future. People will be
looking for the signs that products are safe, that advertising
doesn’t lie, that companies will stand behind their products,
and that you have earned their business based on, yes, trust. Give
your customers multiple reasons to trust you. Communicate those ways
now and in the future.
The following
ways are just a few things you can do to cement that trust.
1. Call your
best clients or customers to say hello.
Everyone just wants to talk right now. This is not the time to push a
product but just to be a friend.
2. Send a card
or handwritten note to customers let them know you are thinking of them.
3. Run an
institutional ad to show your support of our nation.
4. Show your
patriotism within your company and outside your company. Let
the American flag fly proudly. And by the way, make sure the flag is
in good condition and not tattered and torn or bleached out. Also
make sure that it is lit at night.
5. Remind
employees to answer the phone and talk to customers in a positive and
sensitive way.
Discourage negative talk in front of customers such as complaining of
hours, breaks or lack of days off.
6. If you have
a logo or company tag line, start using it where ever you can.
7. Use nametags.
We have gotten away from this little habit. Partially out of fear.
Fear that someone will accuse us of a wrongdoing. Or contact us
outside of work. I would advise to just use the first name. Let your
customers put a name to a face to help develop that relationship, and
that trust.
The above seven
items are only the beginning of many other ways you can think of to
solidify the trust you have between your business and your customers. I
used to tell my audiences that the word “business” has the
letters “u” and “i” in it and with out those two
letters you have nothing.
The dollar bill we
work so hard to receive, has those precious words, “ In God We
Trust”. It is time to look inward and outward at who we trust,
and why.
E-mail: anne@merchandiseconcepts.com
Author's URL: http://www.merchandiseconcepts.com/ |
