How To WIN CUSTOMER TRUST - Gain the COMPLETE and UNCONDITIONAL Trust of Your Existing and Potential Customers - Robin Good open collaborative map
by Stanley Moras
1. Allow Sharing of customer stories and Experiences
1.1. potential customer has a market view coming from others' experiences
1.2. mystery shop potential customers
2. Listen closely to real, hidden goals
2.1. Don't force your solutions on him/her - listen in between his phrases to what he is really looking for to obtain and find a way to get him there
2.2. Restate what the person is telling you to be certain you understand their perspective.
2.3. Listen for emotional messages, not just logic
2.4. No stereotypes
3. Know your competition like your pockets
4. Help by suggesting alternative solutions
4.1. Brainstorm together
4.2. Throw the i Ching
4.3. Believe in serendipity
5. Show HOW you do what you do
5.1. Customers and prospective ones LOVE to see how you actually create / edit / produce the product you offer
5.2. It allows them to see how much passion, skill and expertise you put into it
6. Reach out to suggest new ideas and solutions to your customers spontaneously
7. Give away something so valuable that speaks miles for your products
8. Always Give opportunities to try your product / service
9. Do all you can to provide guests to your site the peace of mind of conducting business or gathering information in a safe Internet environment.
9.1. Be graceful as well as efficient
9.2. Art is always a comfort
9.3. Appeal to all the senses
10. Have a place where you publish regularly your sources, your insights (twitter, blog, facebook page, etc...) Freely share new Communication Tools vs hogging info to make yourself look better.
10.1. This will communicate your attitude towards knowledge sharing and collaboration to everybody else, and your potential customer will see it as a proof of your engagement in the area. Even more-so, of your willingness to HELP THEM SUCCEED! Be a Servant Leader, asking How Can I Help U vs. Me Succeed?
10.1.1. Tumblr
10.1.2. Facebook group/pages
10.1.3. Wordpress/blogger/etc...
10.1.4. Twitter/identi.ca
10.1.5. ClaimID
11. Never advise one thing and then do the opposite!
11.1. Honesty is always the best policy
11.2. What you say should be still in harmony with what you do and what you are !!! Paolo Bottazzi
12. Do not delay invoices thinking you are kind to the client
13. Cheer your customer up as you do with your dog
13.1. That is, cheer your potential customer up and make a party each time you meet, just like people do with their lovely dog when they get back home - it works!
13.2. Don't agree with the example, dogs greet you in any case, customers don't.
13.2.1. But should be a good way to make customer greetings you Paolo Bottazzi
14. Don't try to sell, focus on listening and helping out
14.1. Accept a NO as a NO
14.1.1. NO is still better then "let me think about" sometimes, you should incite the NO! No could be a good point to start and growht!Paolo Bottazzi
15. Make Your Customer Feel Special
15.1. Take time out for an informal skype text chat with the occasional link for goodies
15.2. Break bread together
15.3. Share a bottle of wine
16. Know what should be free and what should not be free
16.1. Be willing to give away what you can't charge for, but don't give away what has value to you and should be paid for. Having said that, some fraction of your work can and maybe should be done pro-bono for those who can't pay. It's up to you. Be strategic for your own living, be generous for your soul and for your reputation.
16.1.1. The revenue sharing model seems one of best solutions to cut customer resistance and start a good relationship. Paolo/ deart