Part #2: 4 tips to Winning Customer Trust and Satisfaction

written by Sarah Colgate

Business Tips for 2024 | Helpful tips for tourism operators

April 6, 2024

There are endless tips I can provide on building trust and satisfaction with your customers so I have highlighted just a few more with practical examples for you. Consider making notes on these tips and how they relate to your business and how you can improve the trust and satisfaction you have with your customers.

4. Reliability: Keeping Your Promises

When you market, sell or promote your product you are essentially making a promise to your potential customer. This promise indicates what you are offering them for what price and you create an expectation. 

Being reliable in your business is essentially about delivering on that promise. Delivering to the customer exactly what you said you would.  I consider that the bare minimum of keeping your promise.

Example #1

You are providing a courier service. 

Timeliness is non-negotiable. Whether delivering urgent documents or birthday gifts, consistency matters.

When you say “next-day delivery,” ensure it happens. 

How many times have you sent a birthday gift, gift hamper or Christmas gift and the courier hasn’t delivered it on time? It happens a lot. I send a lot of gifts and you would be surprised how many times that has happened. In the last year alone 3 gifts haven’t arrived on time despite ordering them in advance and choosing the date of delivery. Each time, I make a note not to use that company again and. Move onto a new company. 

Reliability builds a reputation that customers rely on, time after time.

5. Value That Speaks Louder Than Price

There is an old saying you get what you pay for. And I tend to agree. 

Occasionally I am surprised when I buy something cheap and the quality is better than expected, however most of the time it isn’t. 

Take Temu and Shein for example. There are millions of products that are so cheap, however how many products do you need to buy to get the right size? I purchased three shirts all the same size.

One is too small, one is way too big and the other fits. So yes it was cheap however the inconvenience of having to buy multiple items to get one that works is crazy. This erodes customer trust and satisfaction. Not to mention what it does to the environment adding those items to landfill. 

Next time I am more likely to buy from Myer or an Australian based business, pay more and take back items that may not work for me. The risk for me is less and I trust those brands.

How does that relate to you as a business owner?  When you are promoting your product look at adding value rather than discounting. Customers don’t always respond well to discounting as it devalues your brand and your product.

Example #2

You provide a subscription-based meal kit service. 

Yes of course cost matters to your customers but value extends beyond dollars. Customers want the guarantee of opening that box to find fresh ingredients, chef-curated recipes, and the joy of cooking together—these intangibles justify the price. Customers feel they’re investing in more than just a meal; it’s an experience that is guaranteed. 

6. Fortifying Security and Privacy

Customers are looking for reputable businesses to buy from. Fraud is a significant consideration especially for high priced items. So ensuring you have security and privacy measures in place to protect your customers data and purchase it is essential.

Example #3

Let’s say you are a fintech startup. Safeguarding customer data is paramount. Robust encryption, secure payment gateways, and transparent privacy policies reassure users. When they know their financial details are safe, they trust your platform. This is the absolute minimum you need to provide to get customers to interact with you let alone trust you. 

In addition to security and privacy is safety. 

Example #4 

You operate a small hotel on the beach and your balcony railings are looking a little rusty. That triggers concern in your customers. Especially those with children. It wears away at any trust that has been built up. So look for those little things that may be safe but have an unsafe appearance. Get them fixed, painted or maintained to ensure you maintain trust with your customers.

7. Seamless Accessibility and Convenience

Giving customers a range of options to buy from you, book your products or contact you helps build trust. 

When customers feel confident in accessing your services they are more likely to trust you as well as rely on you. 

This even includes ways to contact you. Give customers a website, email address, phone number and your social accounts. So many businesses today don’t offer a phone number. I suggest you do that first and foremost. Not only is it good customer service it also builds trust with your customers. Knowing they have options when contacting you.

Example #5

A mobile banking app. Customers want to manage their finances easily and with as little hassle as possible. By providing multiple channels, like an app, website, and responsive customer support you are ensuring accessibility. Whether transferring funds or checking balances, convenience wins hearts and builds trust with your customers.

Conclusion

There are simple ways to build trust with your customers and potential customers. Take your time and step through each of these tips and those from Part #1 to ensure you are doing the basics. 

If you need assistance and have questions please feel free to get in touch with me. Phone: 0491 729 043  

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