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Trust-Building Tips To Use In Your Business


Getting customers, agents, and associates to trust you can be complicated, but it is imperative for success. If you get others to trust you, it's easier to grow and nurture your business and give everyone excellent service. But trust is fragile. If you lose it, it's very difficult—if not impossible—to get it back.

Where do you start? Trust is mysterious and often elusive. No one can tell you exactly where it originates or how it develops. The trust process is incomprehensible. You can't fake it or go through the motions. Utilize these seven concrete actions that build trust in a business environment through communication, commitment, and competence.

Demonstrate that you trust others.

One way to do this is to be generous and forgiving when someone else makes a mistake or disappoints you in some way. People who always jump to the worst conclusion about a person’s competence or motivation inspire wariness, not trust. Give people the benefit of the doubt until you have contrary information that proves you wrong. You'll feel better about them, and they'll trust you for your generosity.

Create relationships that are mutually beneficial.

Customers, agents, and associates all want to believe that they are making the right decision to work with you. Customers should clearly understand the value of your services to them. Likewise, agents should feel good about taking ownership, which adds accountability and demonstrates the level of trust you have in them.

Directly address issues.

Ruffled feathers are inevitable in any relationship. How you deal with concerns and problems is what instills trust and loyalty. In the course of a busy day, it's easy to get distracted and become disconnected with what's happening on the front lines. If you want people to trust you, you have to care. Address complaints fast. Share information. Gain their confidence. Exude pride and passion about your business. Resolve conflicts quickly. These actions separate you from the pack, while also building and maintaining trust.

Tell the truth.

Never assume that certain people can’t handle the truth. Be as honest with your agents and customers as you expect them to be with you. If you get caught in a lie, no one will trust you. Keeping your promises is also a part of telling the truth. Don’t commit to a promise you can’t deliver. Think about what’s realistic, and do your best to live up to your word.

Be flexible and patient.

Be tolerant of mistakes, and don’t be an inflexible judge. Meet the other person in the middle. Be considerate of events and negative experiences that may have affected one’s ability to trust. Make exceptions to the rules when common sense dictates, and consider unusual alternatives for problems that can’t be resolved by typical methods. Remember, trust is built over time, especially when you deal with someone who isn't fortunate enough to have experienced trust in his or her own life.

Respect their time.

To get people to trust you, raise your awareness of other people’s time, personal schedules, and needs. This means you should promptly return phone calls, promptly reply to emails and thoroughly address all points raised, be on time for meetings, log on to scheduled calls two minutes in advance of start time, and hold fast to estimated call end times, and inquire if attendees are free to keep going

Deliver the unexpected.

The best way to deliver trust is to surprise and delight clients and customers. Give them what they asked for, but on top of that, deliver more—more service, more time, more convenience and more sensitivity. Delivering more than they expect goes a long way and adds real value and trust. As a bonus, customers will tell others about how you delivered more, which should net you more business.

Build a team of trusted agents that look up to you as an EXIT Realty Massachusetts franchise owner. Spend just 30 minutes to learn how to get started, and EXIT Realty will equip you with every tool, training, and resource available to fast track your success.



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EXIT Realty Massachusetts is an Equal Opportunity Employer and supports the Fair Housing Act. Each office is independently owned and operated. Site is subject to change without notice. While the information on this site is deemed to be accurate, EXIT Realty Massachusetts does not guarantee its accuracy, and provides this information without warranties of any kind, either expressed or implied. This site is not intended and shall not be deemed to constitute any offer to sell a franchise. Franchise offerings shall only be made by a Franchise Disclosure Document. Please disregard if you are currently under a contract with another brand.

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