Why mistrust makes your business (and life) complex.
Fri, January 14, 2011 at 11:55 Do you want to grow your business? Then trust your customers. It is as easy as this. The less you trust your customers
- the less they will trust you,
- the more you have to compete on price,
- the less you get referred.
As if this was not already bad enough there is another important interdependency: The higher the complexity of your customer-facing processes, the less trust your customers put into your company, so stricter risk management policies of your commercial department lead to even less trust of your customers...
You get the idea. It's a viscous cycle. We call it the Trust-Complexity-Trap. Many companies are captured in this, the larger the company the bigger the trap. Read our recent blog with a real life story.
Or that one?
Whom would you trust more? This one?Fact is: Many companies need to work on the trust to their customer base. When I say "company" I mean leaders and staff. If you are a leader in your organization then ask yourself: "How much do I trust my prospects and customers? Or do I think I need complex procedures when engaging with them to manage the risk and – ultimately – show my mistrust?"
Think of it.
____________________________
This blog is from our Friday noon memo #63. Interested in regular updates? Sign up here.
© Copyright by New Pace Consulting SA, 2011. All rights reserved.
Reader Comments (2)
When you don't trust your customers and prospects they see your mistrust reflected in the marketing messages you send them.
If they believe you're not honest with them they feel betrayed.
You'll see that in your sales results.
I am amazed how many people do business with organizations that communicate mistrust loud and clear. Sure, sometimes it is hard to find alternatives. In this case there is a good chance for new companies to differentiate from the old and dull players.