Developing trust and confidence

In this era of Bernie Madoff, identity theft, and 411 scams, consumers are increasingly leery of businesses. The economic downturn has many consumers holding onto their more tightly than ever. This presents a significant challenge for the small business seeking to maintain or grow its sales.

A key component of successful sales, even in the best of times, is developing trust and confidence. When a consumer has trust that your product or service will meet his needs or desires, and confidence in your ability to deliver, he is more likely to buy. But how do we develop trust and confidence?

Many small business owners take the direct approach: They tell the consumer dependable and trust-worthy they are. However, it is quite easy to make such claims–anyone can do the same. The most effective way to develop trust and confidence is to demonstrate that one is trust-worthy. In this context, actions truly do speak louder than words.

For example, if you are always on time for appointments, you demonstrate dependability and promptness. If you return phone calls quickly and keep a customer informed, you demonstrate good communication. If you answer questions patiently and in detail, you demonstrate interest in the customer’s concerns. These actions–and many more like them–are far more powerful than long-winded monologues about how great your company is.

A similar way to develop trust and confidence is through an e-book, special report, or similar materials. Such documents allow you to demonstrate knowledge, answer common questions, and demonstrate your expertise. An excellent example of this can be found in Harvey Segal’s free e-book, The Ultimate SuperTip.

Developing trust and confidence can take time. They must be earned. And the most effective way to earn your customer’s trust and confidence is by showing, not telling.

Building a team

A family member recently started a new job and he was lamenting the fact that he is on a team of one. Even though he works for a very large corporation, he is working on an assignment by himself. And this assignment involves a topic with which he has little experience.

My immediate thought was that this is no different from the typical small business owner. Most of us likely started our business as a team of one, and most of us gave ourselves an assignment with which we had little experience–operating a business. This certainly was the case in my situation.

When I started my business, I assumed that common sense and hard work would be sufficient to address the issues that would come up. While both are important, and certainly help, they simply are not sufficient. The result was a continual process of trial and error, which was often costly, stressful, and inefficient.

On occasion I would solicit input from family or friends regarding specific issues. While their advice was often very helpful, they didn’t understand enough about my industry to provide the kind of assistance I sometimes needed. So I continued to plod along, making slow but gradual progress (with occasional pauses to pull out large tufts of hair).

The Internet certainly helped change this. With the advent of chatrooms and forums, I suddenly had access to hundreds of other people who had “been there, done that”. I was no longer dependent on trial and error.

Of course, the quality of the advice offered on the Internet varies considerably. As I identified those individuals or organizations that offered sound advice, I slowly began to include them on my “team”. In addition, I was better able to communicate my vision to my employees and subcontractors. This too improved the quality of my team.

Every small business owner should have a team, even if he is a one-man shop. Obviously a smaller business will have a smaller team, but getting quality advice and input is important no matter the size of a company. Even a one-man shop will have need for occasional advice concerning legal, accounting, marketing, or other issues. Having competent professionals available–professionals who have some understanding of your industry–can help avoid costly mistakes.

Your team can also consist of others in your industry. While a direct competitor will not be likely to share as much information, general discussions can be beneficial. If you are in a large market, there are likely many in your industry who are not direct competitors.

Running a small business can be a lonely endeavor at times. There are many ups and downs, many issues that must be addressed, and many options. Building a team can be an effective way to avoid the problems of trial and error, and build a better business.

Golf is sorta like business

In an age of prima donna sports stars, one group of professional athletes stands head and shoulders above others. One group of professional athletes embody everything that is good about sports. That group is the men and women who play professional golf. (There are of course, some exceptions.)

Consider a two facts about professional golfers: they keep their own score and they call penalties on themselves. Can you imagine a football player calling a penalty on himself? Or a pitcher calling balls and strikes on his own pitches?

Golf is unique in that the players themselves apply the rules. Just a few weeks ago a player disqualified himself from a tournament after learning he had broken an obscure rule. Even more remarkable is that he did so the next day!

The essence of sports is the pursuit of a goal within a clearly defined set of rules. It is this pursuit that makes watching sports enjoyable. In most sports this pursuit involves a direct competition with others, and the competitors generally take actions to impose obstacles to fellow competitors.

Again, golf is unique in that the players do not directly compete with one another. The primary competition is against the course—an inanimate object that provides the same obstacles and challenges to each competitor. The secondary competition occurs within each player—he must control his emotions during the inevitable highs and lows that occur within a round.

Indeed, golf is largely a mental game. Players do not have to react quickly. They have time between shots to identify and consider their options.

The same is true of our small business. We have time to plan our shots. We have options that we must consider. We must make decisions. And then we must execute those decisions. Like golf, business combines the mental and the physical. Unlike golf, business is not a game.

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