how to build trust in your small business
TRANSCRIPT
© 2011 Apptivo Inc. All rights reserved.
How to Build Trust in Your Small Business
In today’s market the small business actually has an advantage over the larger business in several
areas but trust is the area where small business is winning hands down. It seems consumers are
tiring of the antics of large businesses and have lost all trust in them instead turning to smaller
businesses. But if you are just starting your small business, what then? These tips will help you
quickly build trust and a strong customer base.
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Accountability
You should always have your employees share their names with customers. Wearing a nametag
is an easy way to do this. You should also offer a guarantee to back your products/services. The
stronger that guarantee the faster it will build trust. For example, offering a 30-day return policy
or a 7-day no questions asked return policy are great ways to build trust and a strong customer
base.
Honesty
Dishonesty is the fastest way to lose trust and customers. On the other hand honesty builds trust
and customers. Be clear and concise with your communication. Make sure your policies are
upfront and that your prices are clearly marked. Be consistent and have an open door policy with
management so that if customers have questions or concerns they can easily speak to someone in
management.
Let Your Customers Know What Your Values Are
You should take the time to develop your company’s mission statement, and you should have
that mission statement posted where your customers can easily see it. Many consumers are
drawn to environmentally friendly companies, or companies that support the local community.
© 2011 Apptivo Inc. All rights reserved.
Share your vision with your customers so that they know what your values are. On an additional
note – companies who support local events and causes get media coverage and that bodes well
for building honestly, accountability, and trust.
Tell the Customer About Your Business
Customers want to know the details of your business. They like to see photos of the staff, even
pictures of family. It gives customers a warm welcome feeling. If you have a website an “About
Us” page is a great idea telling a little bit about each employee.
Don’t be Afraid to Self Promote
Don’t be shy – self promotion is allowed and it’s a great tool. Ask customers for testimonials.
Setup your website so that customers can post testimonials or reviews. Make sure it’s authentic,
don’t worry if you get a negative comment now and then, it simply helps to build trust. Use these
testimonials to help build trust.
Consumers are demanding more these days. They’re tired of the runaround and standoffish
nature of many of the larger retailers and are once again looking for those characteristics
America was built on – trusty, honesty, and integrity.