One of the most important factors when it comes to whether or not a business is successful is how it is perceived by the general public. Making sure that people trust your business usually starts with making sure that your existing customers are satisfied. Of course, providing a quality service and/or products is essential, but what else can you do to make customers trust your brand and recommend it to their friends and family? In this guide, we will explore some top tips for increasing trust in your company.
Be honest with your advertising
Of course, advertising is all about making your brand look the best that it can to prospective customers. However, this does not mean that you should be dishonest in your advertising and marketing. False advertising can not only make customers and the general public mistrust your business, but it can also lead to legal action in some cases. Companies have lost millions due to false advertising scandals.
Being honest does not mean that you have to mention any weaknesses that your business suffers from, but you should not lie about them either. Honesty is respected by most people, and the loyalty of your customers is likely to reflect this.
Display the relevant certificates
In most states, businesses are legally required to have certain forms of insurance. For example, in Pennsylvania the government requires businesses to have workers’ compensation insurance and commercial auto insurance. In addition to legally required forms of insurance, there are many others that are recommended for businesses to have.
Businesses that are insured are seen as more trustworthy and reliable than businesses that are not. You can use a certificate of insurance to display to your customers that you have the relevant forms of insurance. As well as insurance, certificates proving training, qualifications, safety and hygiene ratings, and more are also useful to have.
Respond to customer queries and complaints
Even the most efficient and conscientious business is almost certain to make a mistake at some point—after all, we are all human! Whether it is a café bringing out the wrong order or an online service experiencing an outage, accidents are inevitable at some point. Most people are aware of this fact, and therefore what can be more important to customers’ levels of trust is not whether mistakes are made or not, but what actions the business takes to remedy them.
The first step in case of mistakes made is always to apologize. Even if it was not your fault personally, if you are a business owner or manager you should take at least partial responsibility. Once you have apologized to the customer or customers affected, there may be various different ways that you can remedy the situation. In some cases, an apology may be all that is needed, and in others offering a discount or other incentive may help you to regain their trust.
When building public trust in your business, honesty and effective communication are the most important factors.