Building Trust with Customers
A crucial area that is not talked about enough is that people will buy something from you because they trust you. The product has to be there, so too does the sales process but TRUST is key.
Example. Deep in process with a mid market prospect who was having major pain points are manual processes and recruiting top talent was at the proposal stage with my team. As we went through line items on the quote he asked a follow up question confirming whether our tech could accommodate his needs. We could we told Mr. prospect. He then followed up by confirming whether this ancillary product was homegrown or built into to our tech stack through an acquisition. We had initially incorrectly told him that it was built internally however, on this second go around i jumped in and told him that we misspoke. I could see my bosses knee jerk negative reaction on the small 4x4 zoom screen slowly fade as the prospect told me he appreciate my follow up and honesty.
Did that one line win the deal? No. But admitting mistakes and recovering is a great way amongst many to build trust. It could be similar hometowns, alma maters of the same school.... you name it. Trust is key, figure out how to build it.
People buy from humans not salespeople.
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