THE CLIENT WISDOM BLOG PUBLISHED BY MBT MORE BUSINESS TODAY LLC
Now that I am an empty nester, my pets are my children. My husband and I stayed overnight away from home last week and placed our dogs with a boarder. Each day apart from them, I anxiously looked for news of my babies, Storm and Snow. The boarder sent us an email with photos, and placed pictures on their social media page, too.
The picture of my pups attached to this blog shows their happiness. They love staying over at the kennel, playing with other dogs, and having their own adventure. Venturing out this way even lessens the separation anxiety of my herding dog, Storm. As a herder, she feels responsible for the entire family (the herd) when she is at home. She needs to know what we are doing every moment. Since COVID and working at home became the thing, she leads me to the bathroom every morning and to my desk and computer. Then she can rest on the floor next to me, knowing where I am. In short, staying without us is a vacation for the dogs, too. And, it is a vacation away from us AND the dogs, for our cats.
I was thinking about this after picking up the dogs. It made me wonder, “what would it take for employees to come home at the end of a workday excited, smiling, and happy?” How did our kennel create so much trust with our dogs and with us, that we feel happy and comfortable with them? What do leaders need to do to create that environment for their team? And, how can we create that happiness for our clients and customers?
The answer is they know how to build trust. Trust is the key component in relationships. And, as I firmly believe, relationships are the critical ingredient in good leadership and successful business.
Here is what they did:
- First, they understand their industry and their clients’ needs. They provide a system in their business that soothes their customers’ anxiety. They post photos of the dogs who stay with them on social media every day. When a new customer visits them, they talk about the social media pages.
- Next, they ask about the clients’ specific needs. On their web site portal, there is ample opportunity to supply information about the quirks and needs of the dogs. They also ask clients how often they want to be contacted while the dogs stay overnight and the best way to send updates.
- The next step is essential to building trust. After collecting information from us, they used the information to provide the service we needed. They kept their promises.
- Our experience was the same with each person we encountered in their organization. That means they hired people thoughtfully and trained them well on how to create the client experience that is the company’s brand. The staff clearly understands the expectations and delivers positive interactions.
- They built a welcoming community. Through email notifications, social media, and good communication with their employees, they tell clients about events, discounts, specials, and changes in the hours of operation.
- Finally, they were responsive.
We can all apply this strategy to building trust in our relationships.
For more information, contact Mary Balistreri at firstname.lastname@example.org