How do you build trust?

56 replies
Hi

Building a business takes time and effort. There is so much learning that has to happen but I realised that a business will only be successful when your clients trust you.

I would love to know how you think we could build trust?

Di
#build #trust
  • Profile picture of the author Jase1977
    I maybe going against the IM grain here, but I believe in building trust with your customers as being honest and upfront with them. If you barrage them constantly with pre-selling or a lot of selling in your blogs/articles. I think that could be a turn off, but that's just my opinion.
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  • Profile picture of the author Michael Ten
    I think one can build try by consistently demonstrating, showing, and displaying honesty.
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    • Profile picture of the author DianaHeuser
      Originally Posted by Michael55555 View Post

      I think one can build try by consistently demonstrating, showing, and displaying honesty.
      But how do we do that when we are sitting behind a computer screen and 99.9% of our clients will never get to meet us face-to-face?

      Di
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      • Profile picture of the author BIG Mike
        Banned
        [DELETED]
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        • Profile picture of the author drmani
          I'll over-simplify it.

          "How do you build trust?"

          By doing what you say - and saying what you do.

          And keeping in mind the wise aphorism:

          "Integrity is what you do when nobody's watching"

          All success
          Dr.Mani

          P.S. - You, Di, are someone I'd trust - so you're
          doing something right
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          • Profile picture of the author KarlWarren
            Originally Posted by drmani View Post

            I'll over-simplify it.

            "How do you build trust?"

            By doing what you say - and saying what you do.
            I came into this thread to say exactly THIS.

            It's exactly the same way you build trust with your friends, family, acquaintances, shopkeepers etc. etc.

            I don't think you've oversimplified it, Dr. Mani - I think you've summed it up perfectly.

            Kindest regards,
            Karl.

            P.S. glad to see that you're still around, I've only recently ventured back to WF and am hoping to get back in to the swing of things here.
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          • Profile picture of the author Shaun OReilly
            Originally Posted by drmani View Post

            I'll over-simplify it.

            "How do you build trust?"

            By doing what you say - and saying what you do.
            Yes - that's an oversimplification if you're talking about
            building trust as an Internet Marketer.

            For example, if you're an information publisher, to build
            trust you need to demonstrate that you're a credible
            source of information.

            If you're an affiliate marketer, to build trust you need
            to demonstrate that you have your subscriber's best
            interests at heart and you're not just recommending
            the product for the commission check.

            Sure - doing what you say you'll do is vitally important,
            but it's only a part of the trust equation for an Internet
            Marketer.

            Dedicated to mutual success,

            Shaun
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  • Profile picture of the author laurencewins
    I agree. Honesty is the key. Do what you say and say what you do. Never make promises you can't keep and don't spin lines of B.S. Develop a solid business reputation and the trust will come. I find I am getting referrals from some of my clients because I do good work and am honest.
    I find it also works in here. I have never done a bad job and I keep getting more work as a result.
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    • Profile picture of the author gvsridhar171
      Your post is good enough to prove that you are a good person. I am sure if anyone interacts with you, what you are going to say / communicate will make them take a call whether you are trustworthy person.

      In my opinion the trust can be built only by exchange of communication between the two for over a period of time. When you want your product to be bought by someone, the trust will be built up, if you offer them some free trial. Even Big companies are using this strategy to allow people to taste the product and then make them buy the product.

      Some one in WF had a chat with me in skype and wanted to know how I can extend my services to him and what would be the price. I told him to make a beginning first and about the price, I said, we can always discuss at a later point of time when both of us are comfortable with each other.

      This point impressed him a lot and he is now in constant touch with me and also made his first purchase from me 3 days ago.
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  • Profile picture of the author Elluminati
    As a VA/VAC, this has worked for me:

    Documentation

    Provide your clients with a copy of your business license or registration. If you have taken the time to obtain your license, it is a good look, considering you appear to be sincere about your business and doing business.

    Place a Better Business Bureau logo on your website that links to your BBB profile (if you are a member and have good stats).

    Do you have Errors and Omissions insurance? If you don't then you should. Not only does this protect you against unintended slip-ups with assignments, but it shows that you believe in CYA....

    Be seen by including a picture on your website, blog and social media profiles. Be sure to list links to your other online profiles so that clients can follow your activity to observe for himself/herself what kind of person you are and to feel more connected to you.

    You should include at least a contact number, business (not home) address and an email address on your website. This shows that you are accessible.
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  • Profile picture of the author Shaun OReilly
    Originally Posted by DianaHeuser View Post

    Building a business takes time and effort. There is so much learning that has to happen but I realised that a business will only be successful when your clients trust you.

    I would love to know how you think we could build trust?
    I've been in business for over a decade now and have
    learned a number of valuable lessons on building trust.

    I started off in a service-based business working with
    offline clients one-on-one and learned through trial and
    error how to build trust that lasts.

    Some of it is not rocket science - like keeping your
    promises and being true to yourself and others.

    Be honest and open with your prospects and customers,
    treat them how you'd like to be treated and you'll have
    a foundation upon which trust can be built.
    Originally Posted by DianaHeuser View Post

    But how do we do that when we are sitting behind a computer screen and 99.9% of our clients will never get to meet us face-to-face?
    You need to find online methods to bridge this gap so
    that people can see who you are and relate to you
    more easily.

    So, have a photo that you use so people can see you.
    Even better, add some videos to the mix so people can
    get a sense of the type of person you are.

    Just find ways to make yourself more human and more
    visible in your business and that will increase trust.

    Dedicated to mutual success,

    Shaun
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    • Profile picture of the author Nightengale
      One of the best ways to build trust and relationships is to send out an e-mail newsletter every week.

      I don't mean an autoresponder or a bunch of e-mail sales messages. I mean an actual newsletter with tips, checklists, articles and other helpful information that's truly valuable to your target audience.

      Make sure the look is consistent from week to week -- and send it out consistently!

      It's 2:54 AM on Saturday morning and I just finished putting together this week's e-zine to go out at 6 AM. It was supposed to go out this past Thursday, but I struggled with writing the article. So it's later this week.

      I'm a huge perfectionist, and normally, I'd skip it since it's late and wait until next week. I've learned to be a little more flexible and a little more consistent. It can be late by a day or two. But I CANNOT skip weeks. It's that important.

      I've made it as easy on myself as possible by creating a template. Some sections of the newsletter remain the same from week to week. In fact, the only content that changes every week are the article and "Note from Michelle."

      I'm trying to get into a routine and struggling a bit to write content on such a consistent basis. I'm hoping it gets easier!

      Michelle
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  • Profile picture of the author lisakleinweber
    Some great answers here. I especially like the ones about video, pictures, and sending out a personal email once a week. You also can give people a bit of a peek into your life with about pages or facebook pages.

    I like to have personal conversations in my email messages - meaning I like to write them like I was writing to a friend AND I like to share info that many people wouldn't share - like actual income numbers and personal experiences.

    I think Tiffany Dow does a great job of building trust if you want to get on her list and see how she does it.
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  • Profile picture of the author Randall Magwood
    By building an email list, and through storytelling. Tell your leads things about yourself, how your day went, and include some joking around also to let them know that you're a real person - and not a robot.
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  • Profile picture of the author freddy87
    Promise only that you can deliver; weather it be service or product, keep the quality.
    Be honest.
    Ready to solve the doubts of client.
    I believe these are the key factors.
    As "DianaHeuser" mentioned we all are sitting behind our computer; never going to meet, so the only way trust will build up is through our online deeds.
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  • Profile picture of the author dsouravs
    No hide and seek and go ringa ringa roses.
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  • Profile picture of the author sureshonline
    Give quality content and do not be set your mind on "money money"...

    Once the content or your product over deliver their taught then a trust is set!
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  • Profile picture of the author tharith
    Sharing idea or experience to the others is very important to keep relationship longer.
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  • Profile picture of the author thebitbotdotcom
    By determining what they (those who's trust you seek) actually need and then developing a working solution that addresses that need effectively and efficiently...and then assisting them with quality support thereafter.
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  • Profile picture of the author graemecclark
    I think a really good way to build trust is to write a blog and let your personality shine through. A mix of video blogs and written blogs will help your customers and list really start to trust you.
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  • Profile picture of the author John Taylor
    ^_^ What Mike said.

    To be trust you need to be consistently trustworthy.

    You need to believe in and be congruent with a your
    own values in everything you do... all the time.

    John
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  • Profile picture of the author ebaypowerguru
    Trust will come, however, it is build up over time. Be respectful to all clients and honour all your commitments.

    Originally Posted by DianaHeuser View Post

    Hi

    Building a business takes time and effort. There is so much learning that has to happen but I realised that a business will only be successful when your clients trust you.

    I would love to know how you think we could build trust?

    Di
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    The eBay Power Guru Blog

    Learn How To Be An eBay PowerSeller For Free Today
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  • Hi Diana Heuser,

    I read your question and would like to agree with the honesty replies but wish to also say that providing real value and service should be the main focus of your business. Too many people focus on making money from others but to really earn a full time income online, you should give real value often for free to build trust before selling something.

    We believe the best way is to build a list within each niche market, look after your list as if they were your best friends or family, treat them the way you like to be and eventually when you do recommend something for them to buy, some will do so?

    This is how we learnt from Chris Farrell and the way we are building our own online businesses. Hope this helps you? Good luck in your endevours.

    Regards,

    Stephen & Jennifer.
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  • Profile picture of the author tryinhere
    Originally Posted by DianaHeuser View Post

    I would love to know how you think we could build trust?
    Don't you just buy 10,000 face book likes on fiverr to build trust ? I have read a lot of posts that say getting these gives the appearance of trust
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  • Profile picture of the author ktmakwana
    Do not break promises, however small and insignificant they may seem. Trust requires that people know you are dependable.
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  • Profile picture of the author Dimitris Skiadas
    Being honest with your clients, care about them and not see them ONLY as pockets full of money are some ways of building trust.

    My secret in building trust with my customers consists of 2 simple words...

    UnderPromise - OverDeliver

    It works always 100%!

    Dimitris
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  • Profile picture of the author wizzard74
    Put up a video of yourself, no bigger trust builder than that.
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  • Profile picture of the author Henlus
    I agree with what most folks here are saying. The one I"ll like to stress is videos. If you want to put a face to your business, create good videos about your business. I'm not just talking about using screen capture software. Let your smilling face appear on the video and make it very interesting. If you can create such videos most of your customers will definitely start trusting you. I hope you remember the saying that says that a picture is worth a thousand words. In the same way a video is worth a thousand pictures.
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    • Profile picture of the author DianaHeuser
      Originally Posted by Henlus View Post

      Let your smelling face appear on the video and make it very interesting.
      Henlus, I really hope you meant to say 'smiling' face instead of 'smelling' face

      Thank you for your great answers. I really appreciate it.

      Ugh ... the video thing. I hate cameras at the best of times :p

      Di
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      • Profile picture of the author Henlus
        Originally Posted by DianaHeuser View Post

        Henlus, I really hope you meant to say 'smiling' face instead of 'smelling' face

        Thank you for your great answers. I really appreciate it.

        Ugh ... the video thing. I hate cameras at the best of times :p

        Di
        I just corrected my mistake. I was typing from a phone and you know how boring it can be... I think it's high time you start liking cameras.
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  • Profile picture of the author SBtells
    Hi,

    To build trust I think you should provide value to the people...
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  • Profile picture of the author Lori Kelly
    I'm with you on the "I hate cameras."

    It is difficult to establish trust over the phone in the short amount of time we talk to potential customers.

    Most of my calls involve a few conversations to close the deal - not just one call. Every call gives me (and the client) more of an opportunity to establish trust.

    I am sure you know attitude and the way you speak matters. If you talk fast and have a pushy script, I'm not going to like that much.

    I can imagine talking to you and having a pretty good "crap detector", my crap detector wouldn't go off when we speak. Rather, I would bet that you are someone I would trust to do business with.
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  • Profile picture of the author travlinguy
    This transcends all of life so it surely includes business:

    Say what you mean and do what you say you're going to do.

    That's almost as simple as the Golden Rule itself, which adapted for modern times might go something like this:

    Whatever you do you do to youself.
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  • Profile picture of the author bighostchennai
    What client expect is complete knowledge on any chosen field of service. Client should feel he is properly guided to take any action pertaining sales and service. Client needs always, proper suggestion when he approaches, fulfilling customer expectation in terms sales and service
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  • Profile picture of the author modernians
    Be honest, if you are selling as an affiliate, tell your customers your an affiliate, but explain why you should be trusted!
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  • Profile picture of the author TiffanyLambert
    Originally Posted by DianaHeuser View Post

    Hi

    Building a business takes time and effort. There is so much learning that has to happen but I realised that a business will only be successful when your clients trust you.

    I would love to know how you think we could build trust?

    Di
    Hey Di!

    I create trust the way I like to see it earned by myself. Here are some tips I like:

    1. Watch who you JV with and for what reasons. This is probably the #1 complaint I see - incestuous promotions. In fact some people will unsub from you if a launch occurs and you're one of a dozen or so marketers promoting some spammy product - aligning yourself with other spammy marketers is never a good idea.

    2. If someone you're promoting screws up, even if they're a friend, discuss it. I have had people and products I ADORED who I had to call out because they screwed up big time. If I kept my mouth shut, well then I'm just as guilty as they are.

    3. Forget the old fashioned advice of creating phony "cons" in reviews. You know - the old, "The only drawback I see of this course is that I was SO happy, I wanted more! Eye roll. Give some real drawbacks you encounter - if the product owner TRULY cares and is one of the "good guys," they'll appreciate the gutsy feedback.

    4. Don't promote stuff you aren't trying. If I ever promote something I haven't used, I state that fact upfront. But 9 times out of 10, I buy the product or tool, and implement it myself before I refer others to it.

    5. Teach ethical things. If you teach scumbag methods on ONE thing, how am I to know where ELSE you'll be a scumbag?

    6. Don't cave when other people tell you to change. If I signed up to follow a marketer and he's telling it like it is, building trust with me, and some people call him out about it and he caves and decides to be all PC, then I wouldn't trust that person. They're far too easily influenced and not comfortable with the way they do business.

    7.Be just as blunt about the mistakes YOU make as you are about other people's. I screwed up recently when I called out a marketer for doing something and then I (not someone else) found out I'd taught the same thing awhile back. So I blogged about it - kicked my OWN ass for having once taught that and blogged about how I was happy Id gained more insight so I had a different outlook now.

    8. Be VERY protective of your list. I don't care if I can rake in the money being in a JV or teaching something - if I feel it's bad, I protect my list. I warn them about products, people, and strategies, too - even if there's not JV on the table - just because.

    Of course, gaining trust doesn't mean you have to be blunt or what some take as rude, like I am. I'm just me - I know several people who are sweethearts and who have gained my trust, like fellow Warrior Peg Baron or Jackie Lee, for example.

    Tiff
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    • Profile picture of the author DianaHeuser
      Great points, thanks Tiff.

      You blunt? Never in a million years!!!

      Di

      Originally Posted by TiffanyDow View Post

      Of course, gaining trust doesn't mean you have to be blunt or what some take as rude, like I am. I'm just me
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    • Profile picture of the author modernians
      Originally Posted by TiffanyDow View Post

      Hey Di!

      I create trust the way I like to see it earned by myself. Here are some tips I like:

      1. Watch who you JV with and for what reasons. This is probably the #1 complaint I see - incestuous promotions. In fact some people will unsub from you if a launch occurs and you're one of a dozen or so marketers promoting some spammy product - aligning yourself with other spammy marketers is never a good idea.

      2. If someone you're promoting screws up, even if they're a friend, discuss it. I have had people and products I ADORED who I had to call out because they screwed up big time. If I kept my mouth shut, well then I'm just as guilty as they are.

      3. Forget the old fashioned advice of creating phony "cons" in reviews. You know - the old, "The only drawback I see of this course is that I was SO happy, I wanted more! Eye roll. Give some real drawbacks you encounter - if the product owner TRULY cares and is one of the "good guys," they'll appreciate the gutsy feedback.

      4. Don't promote stuff you aren't trying. If I ever promote something I haven't used, I state that fact upfront. But 9 times out of 10, I buy the product or tool, and implement it myself before I refer others to it.

      5. Teach ethical things. If you teach scumbag methods on ONE thing, how am I to know where ELSE you'll be a scumbag?

      6. Don't cave when other people tell you to change. If I signed up to follow a marketer and he's telling it like it is, building trust with me, and some people call him out about it and he caves and decides to be all PC, then I wouldn't trust that person. They're far too easily influenced and not comfortable with the way they do business.

      7.Be just as blunt about the mistakes YOU make as you are about other people's. I screwed up recently when I called out a marketer for doing something and then I (not someone else) found out I'd taught the same thing awhile back. So I blogged about it - kicked my OWN ass for having once taught that and blogged about how I was happy Id gained more insight so I had a different outlook now.

      8. Be VERY protective of your list. I don't care if I can rake in the money being in a JV or teaching something - if I feel it's bad, I protect my list. I warn them about products, people, and strategies, too - even if there's not JV on the table - just because.

      Of course, gaining trust doesn't mean you have to be blunt or what some take as rude, like I am. I'm just me - I know several people who are sweethearts and who have gained my trust, like fellow Warrior Peg Baron or Jackie Lee, for example.

      Tiff
      Great advise! Thanks for the long list, never knew it was so difficult to get trust!
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  • Profile picture of the author Kal Sallam
    by giving away something of value for free!
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  • Profile picture of the author temlawn
    Knowledge, over delivering, and answering your customers emails as fast as you can builds trust. Honesty.. integrity, being professional, friendly, and having pride in what you do.. don't nickel and dime people.. builds trust.
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  • Profile picture of the author masmiskun
    If you are selling any service " a lot of testimonial, feedback and review" will help you get trust. For example, see any gigs on fiverr or a thread with many testimonial. They easily get order because the new visitor already trust them by judging previous buyer feedback.
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  • Profile picture of the author jessiepadgal
    Originally Posted by DianaHeuser View Post


    I would love to know how you think we could build trust?

    Di
    It isn't the only or the "right" way for every market, but creating marketing materials that demonstrate that your expertise, and freely providing some of that expertise, are ways to plant those seeds of trust.

    If your traditional services site also contains a knowledgeable and/or articles, and/or a blog that provides educational content, all the better.

    People will generally hire someone that has taught them something valuable.
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  • Profile picture of the author World Marketing
    Treat your customers how you would like to be treated. Be credible, honest and helpful.
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  • Profile picture of the author 2ndopkate
    I think publishing a business address and phone number helps to build trust. I always publish my phone number in client or potential client email communications.
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  • It's easy just replicate what you do in real live and do it online.
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    soon people... Relax...
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  • Profile picture of the author xXLewisXx
    People will find some trust in you if other people trust you. You could write some guest posts or do some offers at a rate someone doesn't need to trust you to hire you for whatever, then get them to write a testimony.
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  • Profile picture of the author Hayley McKeever
    Ultimately, you have to be YOU. Don't try to be someone you are not. Be completely honest, upfront & trustworthy. Show your subscribers/customers how you run your business by offering them MASSIVE VALUE. There is nothing more annoying than people who are constantly trying to flog the latest shiny thing to their list. Hope this helps...
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  • Profile picture of the author NACAdam
    very broad question could write a book on it . Simple answer build a email list strike a balance between quality free content and sales promotion . Start a blog with good content use information that comes from news sources ( you can set up RSS feeds and google alerts and then moderate what you feel is relevant and quality news then add your own commentary ) you will quickly establish trust and authority within your niche. Also get in front of the camera whether you like it or not . Get a half way decent webcam nobodys good at this first but with practice you will get better. People trust a human face more than text or slide shows .. So practice it ..I have a Kodak Zi8 cam I bought on ebay for 75 buck it allows my to take HD video I have a small tripod so I can use it as a subsitute for a webcam because the footage is very clear and looks more professional
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    • Profile picture of the author gccalfeche
      I think the best way to build trust is to provide honest information to your clients. Just that.

      Honesty is the best policy.
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  • Profile picture of the author MBDirect
    We agree, it's the whole package of openness and honesty, reliability, consistency, being yourself, providing genuine value for money and for free, appearing on camera, extraordinary customer service, showing in what you say, write and do that you put customer interests ahead of yours, not hitting up your list too often even with non- promotionall correspondence, providing prompt refunds without hassle, making good in various ways if something you deliver has bugs but they don't want a refund, and lessee... did we forget anything about what it takes to be perfect...

    MBDirect
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  • Profile picture of the author John Romaine
    Great question Diana....

    Id have to say, even though I dont buy much of his stuff, Frank Kern definitely comes to mind.

    The way he shoots his videos in a non formal way, whether it be just him walking around at the beach, or driving his car somewhere - the way it seems so personal. He gets his message across without the hardsell.

    I remember watching one of his videos a few years ago and I was hooked. It felt like he was talking right at me - and after watching a 7 minute video, I felt like he was my best mate.
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  • Profile picture of the author Randall Magwood
    Go above and beyond with your customer service efforts. Answering questions, and occasionally giving advice for free - instead of pushing them towards a product to buy.
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  • Profile picture of the author Usmile
    To gain trust, you should able to keep your words. As a marketer one should able to stand on his point and able to support all the details he is telling about his service. There's nothing more comfy than working with honestly and integrity.
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  • Profile picture of the author celente
    TRUST is the currency of the new economy I think.

    But its simply just help people for free and give away some of your best stuff, that gets results. That will give you a FAN for life. D
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  • Profile picture of the author GeraldNitram
    Kick the "promises are meant to be broken" trash out of the door and deliver what you can with complete honesty. That's how you build trust. Another catalyst would be if there are already people that trust you in whatever thing that you're promoting -- may it be a product, or a service. Man, this thread DOES make you want to look for a good book about it. x3xsolxdierx3x, thanks for the suggestion!
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