The sign of a good business is deep trust between you and your customers
Gaining the trust of customers is difficult enough any time of the year. During a global pandemic, it’s even more challenging. Ever since COVID-19 first darkened our business doorways, it has made consumers extremely choosy with where they give their patronage. This is by no means is a bad thing. It makes for a more productive, safe, and ethical experience for everyone involved.
But with this in mind, it has made businesses across the globe have to rethink their business models, and how they attract the trust of both old and new customers. So how do you do it? How do you become the business your customers turn to when they need someone genuine, credible, and trustworthy?
- Your customers can see mock-sincerity a mile off
The public has become very tired of emails that begin “in these unprecedented times,” and “we’re all in this together” as they come across as buzzwordy and ingenuine. Though it’s good to reassure your customers and send them kind words, it’s best to offer them more than words.
Be genuine in your cold outreach, discuss topics that real customers have contacted you about. And offer your customers something in return for their patronage; convenience, safety, a sterile environment, and empathetic staff.
Consumers also tend not to trust businesses that don’t like to answer questions about how they run their company. Making your new cleaning/health and safety regulations known on your website, emails, and in person if they ask, is important in maintaining an open and loyal relationship.
Make sure the consumer knows how safe it is to enter your establishment and that you care about everyone who does.
- Cybersecurity and financial trust
COVID-19 may not be a digital virus, but since many businesses have increased their online presence during the pandemic, you have to make sure your customers can trust your ability to keep their information safe.
Card details, personal information such as phone numbers and addresses, order histories need to be stored safely. Reassuring your less tech-savvy customers that you have the necessary virus scanners and complex passwords will go a long way in letting them know their info is safe with you.
Financially speaking, it’s not a great time for the economy, so your customers must know that their money is safe with you and that your products or services are not going to decrease in quality due to the economic crisis.
- The retail industry: how to proceed
From the obvious necessities such as making sure your business and employees are following mandated protocols to having appropriate signage, gaining the trust of customers can be tricky if your business is nonessential.
Why should your potential customer go into a clothing or electronics store if there’s even just a 0.01% chance of picking up or spreading the virus? Why would they leave the safety of their own homes if they could use Amazon instead?
You have to answer these questions before they’ll step foot in your business. The answer is that you can give them something other places can’t and keep you safe while giving it. Yes, they could buy this item online, but when they have specific questions about it, there’s no one to turn to. They may also be faced with extra postage costs, and a long wait.
In many cases, retail stores can pivot their business to accommodate and make their patrons feel comfortable while shopping with them. Locations that have entered Phase 1 of re-opening have a reduced occupancy for their establishment. How they are accommodating their patrons is to increase their online presence and encourage people to make their purchase online pick it up in the store. This helps maintain social distancing and minimizes the person-to-person interaction.
You need to be there with your products, your expertise, and your support when customers are ready to buy the things that make them happy.
- The hospitality industry: moving forward
Letting your customers know that you’re putting their safety, and the safety of your staff first is a big step in gaining trust. Though people badly want to return to the days of eating out and going to bars, they still care more about their health than a fun Friday night out.
So if you act like everything is back to normal the day you re-open, they’re not going to want to return.
Including your food safety changes in your marketing is vital in letting your customers know that you’re doing everything you can to limit the spread of the virus. Make it clear where your food comes from, how strict the inspections are.
Communication isn’t enough, thought. You need to show your patrons; post photos on social media of your social distancing methods in practice. Share videos that demonstrate a fly on the wall experience in your establishment.
And above all, take your customer’s feedback into account. You can’t gain trust by ignoring their concerns, so welcome their thoughts into your strategy, and they’ll welcome themselves into your business.
TCGC is here for businesses
TCGC is here to help you help send the right message to your customers and build the trust to ease their minds as they are emerging from isolation. We offer a full range of social distancing signage and PPE so you can show your patrons that you care about their safety and want to keep them informed.
Our main goal is to help you. Reach out to the TCGC team today.