September 8, 2015
Is every employee helping the client say ‘yes’ to doing business with your company?
by Natalie Doyle Oldfield
Recently on a hot summer Friday afternoon I called my accountant to ask a few taxation questions. To my frustration I was told that he just left for holiday and would be away for two weeks. Before I could say anything the person that answered the phone asked “ is there anything I can help you with?” Reluctantly, I explained what I was looking for. To my complete satisfaction, she answered all my questions.
The woman I spoke to was a junior bookkeeper, who knew nothing about my business and she took the time to help me navigate through my questions and locate the information I was looking for. There was no 'checking with management' and no red tape. It is a good example of how a company can demonstrate that employees are putting their clients interests first, regardless of their job description.
70% of buying experiences are based on how the client feels they are being treated  . We want to buy from companies we trust will put our interests first. Since every employee has a role to play in the client’s decision to do business with your company, it makes sense that instilling a client centered Trust Culture™ to grow your business is the top priority for many successful companies.
What is a client centered Trust Culture™?
It is a culture where everyone in the organization knows what the goals and objectives are, one where everyone is singing off the same song sheet and rowing in the same direction. It is an organization where everyone from the receptionist to the person in the corner office is focused on building and strengthening relationships with clients, partners, stakeholders and colleagues. One where employees put the clients interests ahead of strictly following their job description. It is an organization where everyone knows they have a part to play in impacting the client’s decision to select your company and say “yes.”
How do we know when a company has a Client Centred Trust Culture™?
6 Steps to Instilling a Client Centered Trust Culture™:
When every employee is focused strengthening trust with clients the business grows. 80% of people products and services from organizations they trust.  Companies with high client trust outperform.