Yes, transparency is important, but you can only build trust by doing things that are within reason. For instance, telling customers that you made a mistake is vital if the mistake will directly affect how the customer experiences the product or service. But more than simply informing a customer that a mistake has been made, the most important step here is to assume responsibility for making amends, or putting it right. To earn the customer's trust, you must take the customer's point of view and simply ask yourself, if you were the customer, what would you honestly consider fair? For particularly difficult problems, it will help to ask the customer what you can do to "make it right."
Hear more in Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers.
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