I trust your word…
Being in business is great, I love it. I can't imagine not doing it, not engaging with others, meeting new customers, daily, weekly - all year round,
it’s so stimulating, challenging, and rewarding. It’s not always smooth sailing, but as long as we stay afloat, we’re on top!
One of the single most rewarding things to me, about being in business - is seeing how happy our clients are, how relieved they are, how grateful, and just how it makes them feel when we take care of them. We don’t have to tell them we care about them, you know; just zip it, and live it! They know, by our actions, our correspondence, out tone, our responses, our everything - after all, our ‘everything’, is who we are. They're pretty smart, our customers!
We get awesome feedback, it’s so rewarding. It lets me know we’re doing the right thing, and my team is the reason why. They do the hard yards with me, they get the mahi done. I forward feedback to them, that has come from customers who are so grateful for the work that has been done. They (the customers) have a fresh perspective every time.
Recently, I had the good fortune of meeting a new client (not in person), who wanted to place an order. Confidentiality was of a high priority to them, and rightly so. We ought not be in business if we can't live that one! I gave them my word of assurance, and that we are always happy to sign an agreement - anything to put the customer’s mind at ease - before they placed their order.
To which they responded: “Go ahead, I accept your word on confidentiality.”
That might not seem like a big deal to a lot of people, but to me - when I read that, I thought, ‘Wow, ‘your word’, my word - they accept it. They trust me’. It was extremely humbling.
It’s like this, your word is who you are. Your integrity is who you are. Your word is everything about your brand, your logo, your team, your products, your services, your website - and everything that is written, or that can be viewed - is congruent with their down-to-earth, day-to-day, experience with you. The entire interaction of -
- When they ring you, and how you respond - your tone;
- When they email you, the tone in your email - your response to them;
- Your acceptance of their order;
- Your assurance that you will meet their deadline;
- Your open, honest, and respectful communication;
- Keeping them updated and in the loop;
- Your attentiveness to their needs and requirements;
- Your professionalism;
Right down to invoicing and receiving payment - you taking the time to “thank” them for their prompt payment, and if it’s not so prompt - thanking them anyway, or sending a friendly, respectful reminder if required - they appreciate it.
The list could go on, but you get the drift.
Your word is everything, so keep it honest, open, and real! And think about this:
What can I do, in order for a customer to have a level of trust, that they “accept my word”?
Lenna K. Millar (ATS)
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