Reman U
- Author: Andrew Hicks
- Issue: Honest customer relationships
If I had to pass on one trait to my children, it would be honesty.
Honesty isn’t just about being a good person. It’s not about having morals or possessing values. It’s about choosing to speak the truth in even the most difficult situations.
Think about the restaurant manager who spouts off every excuse under the sun about why your order is taking so long.
- “We’re short staffed.”
- “The kitchen is backed up.”
- “The order was put in wrong.”
- “Our system is down.”
I’ve been there. I’ve walked in those uncomfortable shoes. And you know what I’ve found? Honesty always wins. “I’m so sorry. We dropped the ball, but we’re fixing it now. I’m going to personally make sure your order gets to you as quickly as possible.”
You wouldn’t think that putting yourself right on the burner would win you any friends. But people are remarkably understanding. We all make mistakes. By opening yourself up, taking the blame, and addressing the problem, you’re showing respect and building trust. Honesty is at the center of that.
Taking responsibility for your actions or the actions of your team is hard. Admitting a mistake is embarrassing and leaves you vulnerable. Not to mention the bruise on your pride. But, in sales as in life, it can make or break relationships.
While hard work and dedication have been important parts of my success, being an honest person – professionally and personally – has brought me the richest rewards.
Here are my six tips for building honest customer relationships:
- Give the best information available.
- Set reasonable expectations.
- Follow through on your promises. And, when things go wrong (which, despite your due diligence, they eventually will), just get the uncomfortable part over with:
- Accept responsibility for the mistake.
- Say what you’re going to do to make it right.
- Do what you said you’d do to completion.
If I encounter a sales rep who even remotely sounds like he’s trying to feed me B.S., I’ll take my money elsewhere – simple as that. Once trust in the individual is broken, it makes you question the honesty of the company – and products.
The next time you want to cut a corner and tell a white lie, skip the sugar coat. Give ’em the cold, hard truth. Your honesty will go beyond the moment.
Andrew Hicks is a retail specialist at ETE Reman.
