Trust is like a glass, once broken, can be repaired but the mark will always be there
Consumers or customers are considered to be the king of any Thai business. The ultimate success of any business depends on the consumer’s loyalty to the product they buy. An organization which is able to establish a good consumer relationship are able to expand their business without any gimmicks, free cut or any sort of special treatments. The consumer doesn’t buy the products from those people whom they are not able to trust. Trust is a very crucial factor that plays an important role in doing business in Thailand.
Earning the trust of your consumer is the key to marketing sales and building client loyalty. Nowadays consumers are too much care and concerns about the purchase of the products they are making. They have a lot of questions, queries on their mind while dealing with any product. When consumers trust your product and you, they would be more comfortable to make more purchases from you or your company. Even they would refer their friends, relatives and their loved ones to your product or the company.
Once you earn the trust of the consumer and get their loyalty for the product, you can charge higher prices in comparison to your competitors that may lead to an increase in the profit of your company. With trust, you would have a client for a lifetime and without it, you just need to pack up your business and go back home. So trust is the most important factor in any relationship. Building trust takes a lot of time and hard work in order to make your business going on in the long run. So the following things should be kept in mind to gain the trust of consumer that has been discussed below.
1. Providing better service
In order to gain trust, the consumer must trust the brand of the company. Once the consumer starts trusting a brand, they would start recommending to their friends, relatives, and loved ones. At the same time, the consumer would make use of the brand frequently. Customer trust can be earned or gained by providing them a great service. Any consumer would like to get them treated in a good manner. The service which is being provided to consumers should come naturally, instead of being strategically planned. The more time you consume to plan for offering good service, the less time you would spend on delivering it.
2. Value customer suggestions
Customers are considered to be the king of the business in Thailand. It would be easy for a company to build its credibility when a company makes an effort to show the consumers that they value their request and their suggestions that would have a major impact on the product development choices. In other words, companies are open to changes and welcome the feedback of the consumers. A company would be able to succeed only when they make an effort to change as per the situation and demand made by consumers.
3. Maintaining transparency
Maintaining transparency is very much required while doing business? It should come naturally. Nowadays customers are pretty smart and they know when you are being upfront or when they are being misguided and being lied by your company. It is been said that honesty is the best policy, so each and every business should follow this policy. We all are human and we tend to do make mistakes. Instead of covering up your error or avoiding the topic altogether, it is better to accept your fault and admit it in front of the consumer. They would appreciate your effort in accepting your fault and trying to resolve the problem would make the consumer more confident in your product or services. Never try to hide any issue or errors. Instead, address the problem and try to explain the consumers the steps which you would take to resolve the matter. So transparency is a very important matter in order to gain the trust of the consumer.
4. Be professional
Professionalism is one important aspect of the business. Customers tend to trust those people who are serious about their business and take things seriously whatever they do. People are professional when they are keen to learn about their consumers, their industry and try to learn to accept challenges. To be professional in your business you have to have strong business ethics and under no circumstances, they should be compromised. The professional attitude will always help in creating a strong positive mark in the customer’s mind.
5. Offer money-back guarantee
Most of the time consumers do not want to rely on companies because at the end of the day people are scared of losing their precious money. Sometimes the consumer does not get content with the quality of the product or the services. By offering money back, it would be easy to dissolve their fears or the hesitation which they show while making the purchase. This will, in turn, make a customer confident in choosing your business over your competitors.
6. Do not be harsh on consumer
Most of the consumer has faced once in their life rude behavior and that may, in turn, affect the sales of the business. This is exactly how word of mouth can work against the reputation of a company. It takes a lot of years to build a reputation but it just takes a fraction of seconds to spoil it. It is very important to communicate with the customers in a polite manner and try to pay them respect even if they are at their worst of the mood. Dealing with calm and respect would help to resolve an issue in an easy manner. Keeping your patience is necessary to give your consumers enough room to air out their issue. In turn, it creates an opportunity to resolve the issue as soon as possible. The more comfortable the customer is with you, then they are more likely to share their feedback, opinions, and suggestions that in turn can help to prevent the same problem occurring in the near future.
7. Create a consistent brand image
Having a consistent branding image helps to create a clear identity in front of the consumers that they can relate to. It gives an idea and shows the consumer who are you, what you stand for and in what way they can help them. Having vision, mission and making the customer the sole priority would definitely go in a long way to create a good brand image. Once you have a good brand image, it will keep your existing consumers and attract newer ones.
8. Always try to keep your promise
It is been said promises are meant to be broken but in this case, it is not applicable. If you are not able to keep your promise then the consumer would not able to trust you in the long run. In order to achieve their confidence try to keep your promise and do what you say. It is better not to make false promises or commit strict timelines which in reality cannot be followed just to win the customer. It will definitely bring the business down in the long run.
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