Customer trust is the center of every customer relationship. Trust increases customer loyalty, boosts referrals, and increases sales.
Friday Featured Speaker Jay Baer tells two stories encouraging you to build your empire on trust in: How to Instantly Build Customer Trust. One of the stories Jay shares is about Dr. Gorab, an Oral Surgeon who personally calls new patients the weekend before their scheduled appointment to introduce himself and answer any preliminary questions prior to their office visit. Jay said, “This simple, remarkable gesture— connecting with a patient before he/she comes to the office instead of after— sets Dr. Gorab’s oral surgery practice apart and attracts constant attention.” What are you doing to set your business apart?
Dr. Gorab’s personal phone calls typically take new patients by surprise because let’s be honest, how often do you receive personal phone calls from your physicians just checking in on you? His commitment to proactive customer service clones customers. Dr. Gorab’s (new) patients tell their friends about their phone call experience — and that small, genuine gesture makes those friends want to give Dr. Gorab their business.
Trust is essential to a strong customer relationship because trust increases customer loyalty, sales, and the likelihood of customers recommending you to others. As Jay says, “A much better approach is to understand that the most impactful customer service is that which transcends the transaction, ideally preceding it.”
When you offer a differentiated, talkable customer experience, it compels conversation. And when customers talk, they recruit new customers (just like Dr. Gorab experienced!). Jay’s powerful program, Talk Triggers, creates real change among attendees, helping them to vastly improve their marketing and customer acquisition approach.
Bring Jay to your next meeting or event by contacting Michelle Joyce. Check back every Friday for additional featured speakers!