How to build trust with your customers
26 Jul 2019
Hannah Rose of wedding and event planning business Complete Rose Events - based in Northampton, shares her top tips for building trust among your wedding couples
It’s a difficult world now with small businesses popping up all over the internet, many of which are absolutely brilliant and passionate about what they do. However, unfortunately there are suppliers out there who are not so reliable. So how do you build trust with your customers so they feel comfortable to buy from you?
Whether it is a service or product, many couples nowadays want to buy directly from social media or a website, so it’s important to follow these top tips to be seen as the trustworthy business you are.
Always ask your customers to leave a recommendation or review after they have purchased from you, whether it’s on social media or Google Reviews. You can then post about these reviews on your page or website. Other customers feeding back that you are a great business to work with is the most powerful way to build trust with future customers. People will always read reviews; having none will affect you as much as having a bad review.
Isn’t it frustrating when you send an enquiry to a few different vendors and a week later, still haven’t heard back from anybody? I always make sure I respond quickly to the customer’s enquiry or questions to stand out from those businesses who don’t. The customer will then trust that you will respond in a good amount of time once they have purchased from you.
Remember to keep this up, even if it’s just to say ‘I have received your email and will come back to you by the end of the week’.
Keep in touch
Once you have secured a purchase, contact the customer, whether it is just to ask how their plans are going or to update them on current trends. I find that this can even be a chance for you to upsell extras. Don’t wait around for the customer to contact when they need you.
Make sure you have social media pages; the recommendation is to start with two platforms and I have Facebook and Instagram pages. Once created, stay active, posting about what you have been doing, whether it be a wedding fair, collaboration with another supplier or a couple you are working with.
Include posts about you - people like personal posts, so include pictures of yourself and maybe even your family or pets. Videos are another great way for people to find out more about you as a person - it’s important to not hide behind the sales posts.
When responding to an enquiry, include inspiration from another job you have already completed. You can also include these on your social media and in your ‘keep in touch’ emails. This will show customers the kind of work you have already completed, your style and your skills.
Recommend suppliers you have worked with at weddings, wedding fairs or networking events and styled shoots. Make sure they are also good, reliable businesses, which will then put you in the same category. They may even recommend you back which will be even better to help build trust with your customers. I have great relationships with suppliers who recommend my business to couples and I, in turn, recommend them.