Customer Trust

While it may be fairly easy to secure jobs following a crisis, maintaining and growing a customer base takes more than the lowest bid and quickest turnaround; it takes trust! Clients are unlikely to call again if you have broken their trust, whether intentionally or unintentionally. Although you cannot control every detail and manage all possible scenarios, you can begin and end your relationship with a customer fostered with trust.

So, how do you build trust with a customer? Let’s look at a few tips.

1. Start with your website.

Most people now search online for everything. If someone is seeking a contractor in his area, will he find your website? If so, make sure it is mobile-friendly and includes testimonials from prior customers as well as your basic contact information. Pictures are still worth a thousand words and an online gallery of completed projects will speak volumes about your work. You might also include blogs, links to your social media pages, and even other basic resource links on your website.

2. Don’t bite off more than you can chew.

Every job that comes along is not a job for you. Choose wisely on the ones you can handle. Set practical expectations to make you and the client happy. You garner trust when your bid comes in at or below budget and you deliver on time.

3. Be reliable.

Be punctual to meetings and with deliveries. Keep your customer informed to prevent misunderstandings. Let them know of any potential problems as soon as possible. Offer solutions for the customer then follow through with his decision.

4. Be yourself.

Be personable with your client. Take an interest in him or her as a person and not just as another job. The old adage “people don’t care how much you know until they know how much you care” is appropriate to remember. Customers will trust you with their projects much more quickly the more you listen and are concerned about them.

5. Work smarter, not harder.

Go the extra mile where it matters. Show up on time, present professional estimates, maintain receipts for materials, and clean up after your job – all these details will impact the customer’s favorable opinion of you and might even secure a return customer or a new client.