THE MISSING FOUNDATION

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There are two things that are the foundation of the customer experience.

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First, think about every time you have made a large purchase, anything over a couple hundred dollars.

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 I am willing to bet there were two things that had to be in place before you would give someone else your hard earned money. 

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Trust and Confidence. 

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Trust in the product or brand you were buying or  trust in the person who you were working with, or you had confidence in the person who referred you to the person, product or service.  

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In today’s markets with the easy availability of research and the internet right at the fingertips, trust starts even before you meet your potential customer.  

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It starts with all the research your customer is doing about you before they meet you, it starts with the questions they ask their friends about you and the reviews they read.

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It starts well before you have the chance to say or do anything.

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A great example of this today is buying a car.  

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Most people, when they have a vehicle in mind, go online and research that vehicle through consumer reports, YouTube, and other online review platforms, and often know everything about the vehicle they want before they ever step into a dealership (the dealership they go to simply has the vehicle they want to buy). 

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At this stage, it becomes the dealerships responsibility to earn the trust of that potential customer, or they will move along to the next place that has the same vehicle as an option.

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Now when you do get the chance to engage with your potential customer, there are some easy ways to build trust.  

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The first is to listen to them. 

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BUT you need to listen to understand and not simply listen to respond.  

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The most powerful thing you can do is spend most of your time asking good questions and listening to the answers of the people you are with.

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Second, do what you say you will do when you say you will do it.  

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If you can’t earn trust in the little things, you won’t earn it for the big ones.

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Third, always be on time if you are meeting someone or if they are meeting you, 30 seconds late can feel like 30 min when you are meeting someone for the first, second, third, or really anytime.

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Fourth – Stay consistent.  

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Consistent with your communication, consistent with your delivery, consistent on all aspects of the process.  

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They need the best from you and if they were referred to you, they will want the same great experience the referee had.

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