How to Get Customers to Trust You

Do your customers trust you? I’m willing to bet that you have some customers that trust you highly and others that don’t.

I know this is the case with my handyman business. Some of my customers have told me they can’t wait to recommend me to their friends and hire me for future jobs. Others, I can see it in their eyes that I’m just another contractor trying to rip them off.

The real question is, what did I do differently to make some customers trust me?

Here, I’ll discuss why your customers’ trust should be at the heart of your business plan. I’ll then share a few tips on how you can easily gain and keep the trust of your customers. By doing a few small things, you can really separate yourself from the competition.

The benefits of trust

When you have gained the trust of a homeowner, it opens so many doors for you. Not only can you plan on repeat business, but customers will recommend you to friends and family. When there is an issue with their home, even if they know you don’t handle that kind of issue, they will often call you first. You become their go-to person for any home improvement or repair, which is a powerful position to be in.

Trust will also bring customer loyalty. Even if they know they can get something done cheaper, faster, or easier with someone else, they will still choose you. You no longer have to join the price wars with your competitors, because there was no contest to begin with. You’ve got their loyalty, but not before you’ve gained their trust.

When a customer trusts you they are less likely to question your price. Since you have already done jobs for them, given them a reasonable price, and delivered a quality product, they have no reason to think you will do otherwise this time around. Therefore, the sale is already made and now you just need to get to work. Nice.

Six easy ways to gain a customer’s trust

There are literally hundreds of ways that you can build trust with a customer, but I’m going to focus on some easy and effective strategies. A little effort in this area will go a long way.

1. Look the part. By this I mean get a uniform, build a website, get vinyl decals on your vehicle, print business cards, and do your best to look like a professional. Appearances matter. People will automatically think you are established (even if you are just starting out) and you will gain some trust immediately.
2. Explain yourself. When you provide a quote, make sure and tell them exactly how and why you will do what you do. Go through the major steps and explain the materials needed and potential issues. As you do this, the customer may not even follow half of what you say. That’s ok because your goal is to accomplish two things: demonstrate that you know what you’re doing and increase the perceived value of your work. When you quote a drywall fix and the customer realizes that there is much more to it than slapping one layer of mud and then painting it, they are less likely to question the price and your trustworthiness.
3. Bill what you quoted. I guarantee you will underbid several jobs. Everyone does it. When this happens to me, I tend to find myself figuring out ways to charge more than I quoted or cut corners to make it worth my time. But no matter how tempting this is, DON’T DO IT. If you want your customers’ trust, bill them what you quoted and maintain a high standard with your work. In some cases, it makes sense to adjust your pricing, but you need to be tactful when you do.
4. Be on time. If you say you’re going to be at their house at 9 am, be there at 9 am. If you show up at 9:15, you’ve already taken a step in the wrong direction. You’ve already failed to follow through once, now how are they supposed to believe anything else you say? Be on time, it’s too easy not to. If you find yourself running late, send them a text or give them a phone call to let them know in advance.
5. Call them by name. I have to admit that I’m terrible at this one. I can forget a name before the person even finishes telling it to me. But when I actually remember a name, I make sure to use it. That’s because remembering their name makes it appear as if you care (even if you don’t). If a customer thinks that you care, they are more likely to trust you.
6. Listen. Here’s one that everyone needs to work on. Whether you are a parent who is trying to influence your kids or a handyman trying to sell your services, the first and most important step to influencing anyone is to listen. By listening effectively (asking relevant questions, affirming you understand, repeating back what they said), you will not only gain massive amounts of trust, you will be armed with more information about what is important to the customer. The more you know about what is driving their decision, the easier it is to sell your services.