Welcome back everyone! If you were waiting on the edge of your seat and biting your nails for the past couple weeks I sincerely apologize. I meant to write this post sooner but I have been tied up working for all of you! One of my favorite parts of building websites and consulting across various technical projects is the feeling of accomplishment when something I create helps a company achieve their goals.
As I mentioned in my first post this post is going to be all about Trust. - Building trust and why it matters to your business. - Growing that same trust in order to maintain clients - Use your network to ask for referrals if there is trust The first thing to remember is that when your working Business to Business (B2B) or Business to Consumer (B2C) trust is the backbone of the relationship. One party is relying on a service or a product from the other party in order to properly function. If the party providing the product or service doesn't do their job they negatively impact the user or the other business. This is a lot of trust to place in a business, however, it is often necessary. A great example of building trust from B2B or B2C is Amazon. Amazon started out by being the best solution for buying products online for a lot of people. Over the years they have become a necessary service for many businesses in the designing, sharing, developing, monitoring, and hosting process of making new software. Everyday thousands of developers, small businesses, and large businesses trust Amazon with their hosting. Amazon built that trust by continuously delivering in every industry they entered and clawing their way to the top with great pricing and outstanding customer service.
The crazy part about building trust is that once business is officially done the first time -- whether it be the purchasing of an E-Book or the signing of a contract -- that is proof that the other business or the consumer has decided to trust you. DON'T STOP READING HERE This is the most integral part of long timer clients and users. This is why Amazon and Apple are two of the wealthiest companies in the world. The reason...simple. Customer Service. Do mistakes happen? Do products stink? Do things break? Do things not work? Always. However when you order a TV from Amazon, or a new phone from Apple you know for a fact that if something is messed up they will help you get to the bottom of it. If it's their fault, they replace it for free. This is an example of great customer service and it is one of the reasons both companies are so successful despite both being in industries that are insanely competitive.
The third and final reason trust is vital to your company is because when you work in a service-based industry (i.e. consulting, design, development, etc.) you will often have stretches of time where no new clients are coming in the door. When this happens -- no worries -- you fall back on the second reason of this post...YOUR CURRENT CLIENTS! However, if you are a company that relies on new clients to survive -- and no, not all businesses need a new client every week -- then you need to utilize your network. If you just built a house for Jake and he dislikes you or the house that was built; when Jakes' friends ask who built the house he is going to probably say "Oh, this guy who was always rude and was way over-priced." However, if you did a great job on the house and were always receptive to Jake and his family then if Jake's friend comes over and asks who built the house their is a good chance Jake refers them to you. It's 100% acceptable to ask for referrals from clients at the end of a project you just completed for them. This works great when you did good work and completed the project on-time, however, if problems occurred and the client was unhappy don't expect to get a referral from them.
Last but not least the client side of things. If your client trusts you there is a good chance that if they forward you one or two of their friends you won't have to work as hard to pitch them. This is because if we trust our friends then we are far more likely to want to go with the person they trust as well. To sum things up for in case you skipped to the end...build trust with your clients to see your network and your business grow. Thanks for reading! Stay tuned for the next one (it will come out sooner I promise!)