Show your clients how and win their trust and loyalty
Tom had been our go-to guy for auto air-conditioning issues for umpteen years. I'd drop off the car, wait for a call, return to collect, problem solved. That arrangement was seamless.
Until the day Tom wasn't available and I was referred to Bob. When I went back to collect the car, Bob said, "Here's the defective sensor and clogged hose that caused your problem. Let me show you a video of what I found under there. These are the receipts for the replacement parts I got."
While I had never had any complaints about Tom, I also never got this type of access and insight.
After customers experience more access, it's tougher to get them to settle for less. Restricting access then leads to suspicion, doubt and mistrust.
It's the reason we'd sit facing the mirror when we're at a new salon. We favour open-kitchen restaurants, we want LIVE tracking for our packages, we gaze at the ultrasound images while the gynae explains, and we log in remotely to the daycare's surveillance. On the flip side, we're skeptical about the business that can't be found online, and we oppose the public hospital pediatric ward that allows only one parent.
Chances are, we all had a Math teacher that wouldn't trust a perfectly accurate "Answer = 349.61", if you didn't show how you arrived at it.
Don't just deliver results. Grant access, give insights, and show your working!
It's probably tempting to think that this doesn't apply to your industry. Enlighten us.
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