6 mistakes that destroy trust online
Unacceptable work practices, misrepresentation and outright deceit are common in current business landscapes. This is especially true when you are doing business online. Is it any wonder buyers are so skeptical with the multitudes of misleading offers presented to them on a daily basis.
The situation is in direct conflict with fundamental business development principals – sustained business growth is primarily achieved through repeat business. Consequently profitability is enabled by leveraging relationships (including trust & credibility) over an extended period.
One wrong move and you can quickly lose the trust and credibility that you have worked so hard to build …. it’s therefore critically important you adhere to some basic guidlines:
1. Don’t make claims without proof
It’s important not to make claims where you don’t have the proof to back them up…. sooner or later you’ll be caught out. Unsubstantiated claims will either be perceived as either a lack of knowledge or deliberately misleading. Either way the customer will no longer trust your ability to provide a solution which serves their interest.
2. Always provide quality
Make sure that you only provide high quality products and services to your website visitors. Treat them with respect and provide them with first-class customer service. While this may be obvious many business people fall short, hoping to take advantage of the quick sale and not thinking about long-term profits.
3. Keep promises & honour commitments
When it comes to doing business online it is essential, your product or service do exactly what you claim they do. If you make a promise to deliver it is vital that you keep that promise. The same holds true for keeping appointments and honouring commitments. The minute you break a promise to a potential customer or client you break that trust as well.
4. Handle problems, complaints and objections quickly
Whenever you face the problem, complaint or objection in your business it’s important that you handle it quickly …. don’t procrastinate and hope that the problem goes away by itself. Deal with complaints and objections honestly and in a timely manner, because if you ignore them, you will give your online visitor the impression you don’t care and can’t be trusted.
5. Admit and correct mistakes immediately
No one likes to admit they’ve made a mistake, but in business that can be costly. Whenever you realize that you’ve made a mistake don’t be afraid to admit that mistake and do everything you can to correct it as quickly as possible. Trying to hide a mistake or ignore it will only make things worse. Addressing an issue promptly, effectively and with empathy demonstrates professionally and will further reinforce your relationship as a trusted service partner.
6. Never take advantage of buyers
Always safeguard any personal details collected, and in particular never share or sell customer information. No one likes to feel like they’ve been taken advantage of so always treat website visitors with honesty and respect.
By avoiding these common mistakes you’ll have no trouble building a long term, trusting relationship with your website visitors and customers.