What are the best ways to build trust with customers who have been burned by other companies?

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If you are a social seller, you know how challenging it can be to win over customers who have had bad experiences with other companies. They may be skeptical, defensive, or reluctant to engage with you, even if you have a great offer for them. How can you overcome their distrust and build a strong relationship with them? Here are some best practices to follow.

本文章的要点总结

Demonstrate reliability:

Consistently meeting expectations and keeping promises is fundamental. It starts with the basics, like returning calls promptly. When customers see you're dependable in the small things, trust grows.
Personalized care:

Understanding your customer's specific challenges shows you value them beyond a sale. Engaging with empathy before discussing products builds a foundation of trust that can lead to lasting relationships.

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1 Show empathy and understanding

One of the first steps to build trust with customers who have been burned by other companies is to show empathy and understanding. Don't dismiss their concerns or try to pressure them into buying. Instead, listen to their pain points, acknowledge their frustrations, and validate their feelings. Show them that you care about their situation and that you are not just another salesperson trying to make a quick buck.

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Steven Dunne

* Asset Finance Specialist * Refinance * Plant * Machinery * Transport * Agriculture * Forestry
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Take the time to know the customer and their challenges and make selling the last part of your discussions. No one cares how much you know until they know how much you care.

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2 Provide value and education

Another way to build trust with customers who have been burned by other companies is to provide value and education. Don't just pitch your product or service, but share useful information, insights, and tips that can help them solve their problems or achieve their goals. Demonstrate your expertise and credibility by offering relevant and helpful content that showcases your knowledge and experience. Educate them on how your solution can benefit them and address their specific needs and challenges.

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Tonya Barnes

Leading District Sales Leader with expertise in sales growth
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In our society I have found that one of the issues we encounter most often is companies and employees not doing what they say they’re going to do. Something as small as a promise to call back in 5 to 10 minutes. With the internet at our fingertips the consumer has options. The value I bring to the transaction is I’m knowledgeable, pleasant and I’m trustworthy. We must go out of our way to ensure the consumer sees this.

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Lorenzo Johnson

Director of Revenue Management at Sociallyin | Partner
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In situations like this, showcasing your expertise in the space is really important. Even often times going deeper than what you would with a normal prospect (getting into tools that are used for example) can really go a long way in building that trust. It's also important to have case studies on deck, to demonstrate to the prospect that you have done similar work (and done it successfully) in the past. I even recommend showing a few different case studies, that touch on various aspects such as : similar industry, similar starting point, similar goals and objectives, or similar pain points!

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3 Be transparent and honest

A third way to build trust with customers who have been burned by other companies is to be transparent and honest. Don't make false promises, exaggerate claims, or hide important details. Be upfront about your pricing, features, benefits, and limitations. Explain how your solution works, what it can and cannot do, and what results they can expect. Be clear about your terms, conditions, and policies. Don't surprise them with hidden fees, extra charges, or fine print.

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4 Ask for feedback and referrals

A fourth way to build trust with customers who have been burned by other companies is to ask for feedback and referrals. Don't assume that they are satisfied or loyal after they buy from you. Follow up with them and ask them how they are doing, how they like your solution, and what improvements they would like to see. Show them that you value their opinion and that you are committed to their success. Also, ask them if they know anyone else who could benefit from your solution and if they would be willing to introduce you to them. Show them that you appreciate their support and that you are looking for long-term relationships.

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Blas Martínez

?? Marketer Insider de LinkedIn ?? Consultor de Inbound Marketing B2B y Social Selling ?? Directos semanales hablando de estrategia
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La confianza se gana mostrando resultados. Desde estadísticas a testimoniales y casos de éxito. Deja que los resultados hablen por ti.

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5 Reward and recognize them

A fifth way to build trust with customers who have been burned by other companies is to reward and recognize them. Don't take them for granted or neglect them after they buy from you. Show them that you are grateful for their business and that you want to keep them happy and loyal. Send them thank-you notes, discounts, freebies, or other incentives that show your appreciation. Recognize their achievements, milestones, or testimonials and share them with your network. Show them that you are proud of them and that you celebrate their success.

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6 Be consistent and reliable

A sixth way to build trust with customers who have been burned by other companies is to be consistent and reliable. Don't disappoint them or let them down after they buy from you. Deliver on your promises, meet your deadlines, and exceed their expectations. Be responsive, accessible, and available to answer their questions, address their issues, or support their needs. Show them that you are dependable and trustworthy and that you won't leave them hanging or in the dark.

By following these best practices, you can build trust with customers who have been burned by other companies and turn them into loyal and happy advocates for your brand.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to build trust with customers who have been burned by other companies?

1

2

3

4

5

6

7

1 Show empathy and understanding

2 Provide value and education

3 Be transparent and honest

4 Ask for feedback and referrals

5 Reward and recognize them

6 Be consistent and reliable

7 Here’s what else to consider

Social Selling

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What are the best ways to build trust with customers who have been burned by other companies?

1

2

3

4

5

6

7

1 Show empathy and understanding

2 Provide value and education

3 Be transparent and honest

4 Ask for feedback and referrals

5 Reward and recognize them

6 Be consistent and reliable

7 Here’s what else to consider

Social Selling

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