Whether or not we realize it, we are all in the business of trust. Customers do business with you when they trust you. And the key to creating that trust and keeping it is honesty. By listening and respecting people’s time you are two steps ahead of your competition and are well on your way to establishing trust.
On this episode of Grow My Revenue, I share several personal experiences I’ve had recently around trust, how to listen (and how not to) and why honesty truly is the best policy. Listen in for all of that and more on today’s show.
Listen to this episode and discover:
- What a manager said that gave me reason to trust him implicitly.
- Should you be honest when you know you can’t help a potential client?
- Why I cancelled my contracts with XM radio, and what it will teach you.
- Why violating people’s time kills your chance of building trust.
- And so much more…
Recently my family took a vacation at a beautiful resort in Mexico with amazing customer service. On this episode,I’m sharing what they did that was so amazing, how they built trust and what they when they did not build trust.
The first thing they did to create trust was to be honest, even when it was uncomfortable. My son has Celiac Disease and that means he cannot have anything containing gluten, or he will get very sick. We sent a note to the resort ahead of time explaining the situation and asked if he would have safe food to eat, or if we should just bring our own.
They told us they understood his needs and they would make sure everything was prepared in a way that would be okay for him to eat. And every restaurant or eating establishment we went to in the resort did just that: the chefs prepared special desserts for him no matter where we were dining.
But all he wanted were some French macaroons we found in the resort’s marketplace. The staff all said the macaroons were safe to eat, and my wife makes macaroons at home so she knew the ingredients generally are gluten-free and okay for our son.
After the third day on the property, the manager approached me and asked if he could speak with me. I said of course and he proceeded to tell me that they had contacted the manufacturer of the macaroons. They told him the macaroons were gluten-free but were not made in a gluten-free manufacturing plant, so cross-contamination from other non-Celiac-friendly foods could happen. And cross-contamination is a big deal for someone with Celiac.
He apologized profusely, asked if my son was okay and then asked what they could do for us. I could tell he was uncomfortable in having to share the bad news, but that honesty was more important to him. And that fact made me trust him implicitly during the rest of our stay!
The lesson in that story is that it’s okay to give people bad news. Because he told me bad news it made me trust everything else he was saying. You can take that approach when you are in a sales conversation.
For example, if you know you can you only meet two of the three clients’ needs really well then say so. Even if you’re afraid you will lose the deal, tell the client the truth by saying what you can’t do and they will trust you at your word.
On this episode of Grow My Revenue, I also detail my not-so-great experience at the resort and what their timeshare presenters did wrong that killed the deal. It’s a great example of how to respect people’s time, and what to do if you want more time than you bargained for from a client. Listen in for that and so much more on this special solo edition of Grow My Revenue.
Below are resources mentioned during the interview.
Also Sponsored By:
Check out John Ruhlin’s new book Giftology. John is a brilliant guy, and his book is sure to be an instant bestseller.
What’s On Your Mind
As always, this episode provides inspiration, entertainment, and an actionable message that can drive remarkable results. If you have any questions for a future episode, contact me.