Hey everybody – Chris Burkett here with The Referral Kings!
I don’t care what industry you’re in, if you’re an insurance agent, a loan officer, or you sell flowers on the side of the road – The reality is – Trust is the most important reason a recommendation is made, and conversely, lack of trust is the single greatest reason referrals don’t happen.
There are so many ways that companies build and break trust with their customers, but here’s the biggest one I see. Overpromising, and under-delivering. You and your staff have to know what you are capable of doing and do what you say you are going to do. It might sound so simple, right? But, it’s the number one reason people lose their faith in businesses and in entire industries.
When you have trust, and you’ve earned it by keeping your promises, it earns you the right to make mistakes, own up to them, and correct them without any loss. One of the most positive traits of a highly referable business is that they work as hard on fixing mistakes as on any other aspect of their business.
The funny thing about this is that you can earn or lose trust in such simple ways. For example, let’s say you’re an insurance agent and one of your customers calls up today, and has a billing issue. Now, as hard as you look at their account on your screen, you can’t seem to figure out the answer. So you tell your customer, “listen, let me make a quick call to our customer service teach, and get this figured out, and I’ll call you back in 5 minutes.”
Now, by saying that, your customer feels that they’ve been taken care of, right? You’ve uncovered an issue, you know who you need to talk to in order to fix the issue, and you’ve given them the next steps – Here’s the problem, do you think there’s a possibility that call to customers service MIGHT take longer than five minutes?
See how quickly you’ve LOST the trust of your client with something as simple as that?
STOP overpromising. Your customers very rarely care how long it takes something to get done, they just want to know you are WORKING for them, and that you’re not going to rest until you solve the issue. When you’ve set the right expectations, you can confidently EARN their trust, and their referrals!