Customer Service Builds Trust

The above definition is what you are trying to achieve when dealing with people. It pretty much cements a transaction. When you wade through all the theories, methods, and definitions about selling, it boils down to gaining trust.

As one of the best contact directories in UK TheContactNumber admits, honest, sincere, empathetic service can establish the all important trust that makes customers do business with you. So, what is the “right” customer service? This is where I take a different perspective from many others.


Contrary to what you may have read or heard, there is no step1,step2, step3 system that will effectively deliver proper customer service. The best way to deal with it, that gives you your best chance of customer satisfaction, is on a one-on-one basis. In other words, there is no one size fits all system that does a good job. I’ll rephrase that. One-size-fits-all customer service policies are a recipe for disaster. I know this from my own experience. You think you can have a set of procedures to handle service and next thing you know a customer comes along with a different situation that doesn’t fit the rules. How do you satisfy them now? This is one of the most prominent reasons why many businesses actually have poor customer service even when they feel they are making an effort to provide good service.

When trying to sell to customers, aren’t you dealing with them one-on-one? I don’t think most places do group sales! So why would you implement service policies that try to cover all types of customers with one set of rules?

Let me interject here. I define customer service from the standpoint of how you handle your customers during the sales process to how you handle them after the sale with possible problems or concerns. Also, I assume you read my blog because you sincerely want to help people with your product or service and not just take their money and run. The helping motive is what gets them to return to you next time. Good luck with the other attitude.

Back to trust. Most customers have a built-in automatic crap detector. They will quickly sense your sincerity or lack thereof. Sometimes they may overlook your lack of good service and do business with you anyway. Lucky you! But you will not necessarily build loyalty this way. (You can take that statement to the bank). No loyalty, no trust = it doesn’t take much for them to do business somewhere else. You become 6 of one or 1/2 a dozen of the other. (generic).

The trick is to handle each customer and their concerns as if you are doing something special just for them, which is as it should be, and do it in a way that they sense this.


Here is why the one-size-fits-all system can cause heartaches. People change moods. They may do this right before your eyes. They may walk in happy but change to angry sad or whatever, depending on what you say or do. But you can never know. You do however have to learn to adjust to this behavior. It takes some experience with your people skills but it is learnable. If you want to!

So, after you’ve spent your bazillions of research dollars trying to figure out people’s buying habits, they can simply change those habits in a millisecond because their mood shifts.

I say, from my experience, don’t waste your time or money trying to change human behavior. Use your time and money to figure out how to deal with ”what is”. It’s time and money better spent.

Your never going to get a system or philosophy that approaches 100% effectiveness, but you can learn to do this customer service stuff way better than most others out there, if you really want to.



Product Knowledge Equals Customer Service

You’ve heard the adage about selling benefits vs features. It’s also sometimes stated as “sell the sizzle, not the steak”. But this really isn’t enough.

When people come to you for your product or service, they are in essence looking for help. They want help to solve a problem (need), or satisfy a desire(want). They arrive with a built-in skepticism because they don’t know yet if they can trust you. This is the way it is. Trust is the operative word here. You must learn to ease their doubts so they will develop trust.

Hand writing a comparison between quality and price of customer need for good service concept

The most important thing they are looking for is value for the hard-earned cash they are going to part with. Value means different things to different people and it’s your responsibility to figure out what this is in each instance.

One of the best techniques I developed to overcome this skepticism is to know everything I possibly can about the products I sell. By everything I mean more than just benefits or features. When you can talk beyond the usual stuff that customers hear everywhere they go, you increase exponentially your chances of building the ever important trust you need from them.

So are you ready for my big secret? Always remember, what I talk about, I do! I don’t theorize. These little tidbits have worked successfully for me for many years.

Anything I sell, I learn how it’s made, where it’s made,what are the materials in it, and every thing else I can know. You can’t learn all of this over night but you can learn it in a relatively short time frame.

I always integrate this knowledge into my discussions with customers and watch as their skepticism wanes.

Multi ethnic people's hands raised with speech bubbleb by concrete wall.

Why does this work? It impresses them greatly. They can tell I know what I’m talking about and this leads to belief and trust. I’m educating them! This is service. this is what I love to do. The sale comes secondary to me. I enjoy the educational process. There is no trickery or deceit here. It’s just telling the truth and giving out as much knowledge as it takes to help people make a decision on way or another. The funny thing about all this is that the customer is going to forget 98% of what I talk about 10 minutes after they leave me. But the “knowledge” has already done its job.

This is a powerful Customer service technique that always works for me. Care enough to learn to do this and you will be amazed at how much stress you eliminate from your experiences with consumers.


I Used To Lock Some Customers In My Store Until They Made A Purchase!

I guess you can’t have it easier than that. If a customer doesn’t buy, lock them up until they do buy!

All kidding aside though, on many occasions I did lock the customer in the store with me until they were taken care of.

This would happen if it was closing time and my customer wasn’t finished shopping or we may have been having a fit problem that was going to take some time, or I might have been making an adjustment on returned merchandise.


I would tell the help to go home and lock the door and leave the lights on with me and my customer inside. The surprising thing was that most of the times this happened the customer was willing to return the following day to finish but I was always willing to stay late if they were willing. They had the option.

I can hear you saying now, “why lock the door when you might get more customers”?

That wasn’t my concern. My concern was the customer I had and I wanted to be in a position to give that customer my undivided attention. Other customers coming in would have split my attention. Not  conducive to good customer service.

  • Every customer I ever did this with was very grateful to me.
  • Every customer I ever did this with became a loyal customer to our store.
  • Did I give up my time just to make a loyal customer that would spend more money in my store?
  • NOPE! I stayed simply because I wanted to solve the customer’s problem.


Oh, and by the way, I always did solve the customer’s problem.

Are you willing to lock the customer in your store until they make a purchase? Do you allow your associates to stay late to take care of your customers?

As you see there are many ways you can attract more customers and make increase profit of your business, however you should always keep in mind that strategies can vary. For example some strategies can be useful for car rental business, however for it business the same strategies can be unacceptable. We hope you found this article useful and it will help you improve your business and customer satisfaction. If you have something to say, feel free to post your comment below. Good luck!