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Building Trust After Onboarding Clients

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One of the most important way businesses gain customer trust is through customer service. It’s the opportunity businesses have to demonstrate value and commitment to customer interests. 
While it is important to gain trust during the sales phase, how you connect with your clients after onboarding should become your priority number one. 
 
So how can you prove to your customers that you have their best interest in mind?
 
Today I am sharing some steps you can take to build a trusting relationship. 
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What is client onboarding?

Client onboarding is the process of welcoming new clients into your business. It’s the opportunity to introduce more details about your company, build a relationship, address any questions or concerns, and outline the next steps. 
 
You want to make sure the clients feel like they have made the right choice for their needs. 
 
To enjoy the benefits of a successful onboarding process, here are some easy actions you can take to help you build effective relationships:

1. Honesty is disarming

To gain trust, you’re going to have to earn it. A great starting point is to be open and transparent about your services and what they can expect from your company. 
 
Modern consumers are increasingly savvy and selective about their purchasing decisions. 
 
Be clear about pricing, expectations and limitations. Forget about exaggerated marketing, honesty is disarming.  

2. Share real customers experience

What do all consumers have in common? They demand references. We all tend to trust the experience of others over the claims of a company. 
 
If you have real customers vouching for your service, you add legitimacy to your offering because consumers tend to trust fellow customers more than the business they are buying from.
 
95% of people say that reviews influence their purchasing decisions.
 
Consumers trust unbiased opinions more than the corporate messaging. 

3. Respect their time

Everyone is busy. You got their attention and they signed up, but it does not mean they are willing to immediately jump on lengthy video calls or read that two-page email. 
 
It is important to let them know you appreciate their interest and that they can reach out to you with any questions of concerns at any time. 
 
Then slowly present them with all the possible routes for their onboarding process while being clear about how long each step will take. 
 
On the other hand, when a client reaches out to you with a question or concern, do not delay in responding to them.
 
When a customer contacts you, it is in your best interest to have the support team get in touch as quickly as possible. You will send the message that they matter. 
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4. Be easily reachable

Provide as many avenues for communication as possible: email address, social media channels, inquiry form, phone numbers and chat. 
 
Your customer need the confidence that you can be depended on. They need to have their answers quickly and their problems resolved.

5. Eliminate frustrations of repetition

Your ability to earn customer trust depends on your ability to give your customers what they want. 
 
 89% of customers get frustrated because they have to explain the same issue multiple times to different customer service representatives. 
 
 So, instead, you should focus on offering a seamless user experience that makes it easy for people to solve issues instead of causing them more stress. 

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Final Thoughts

There are no shortcuts to fostering customer trust. Make your customers your top priority at all times. 
 
In an age where consumers have access to a massive platform of information, generating and maintaining consumer trust and confidence is essential. 
 
Deliver them personalized customer service. Be honest and transparent and keep your communication channels always accessible. 
 
If people like you they’ll listen to you, but if they trust you they’ll do business with you. 
 
The onboarding process isn’t just about opening the door – it’s the chance to roll out the red carpet to make your new customer feel valued.

About Me

Hi, I'm Bianca!

I’m a productivity specialist helping overworked and overwhelmed entrepreneurs ditch the long and repetitive to-do list  by optimizing systems and simplifying the way they run their business. Learn how to get rid of steps or tasks that don’t contribute to your business bottom line.

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Bianca Rice

What can hold many business owners isn't the lack of drive or ability, but the lack of time to cover it all. Let me as you this: What would you do if you had a few more hours a day devoted solely to growing your business and making more money?
Yes, you can shift your time into activities that motivate you and increase your revenue so you can finally step into the CEO role.

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