Actions build customer trust: Keeping promises, meeting the customer’s expectations, being able to listen and understand. It is based on the ability to say no, problem solving, professionalism and competence – the feeling that things get done and that you don’t have to worry and check up on them.
The internal culture of company is inevitably reflected outside.
Earning trust requires time and continuous fulfilment of promises. Things need to be done well and regularly with all customers and prospects, including those who end up going with another option. Doing things well must be part of everyday life. We need to value and respect our colleagues and employees, just like customers, and do things as we promised. The internal culture of company is inevitably reflected outside.
Meeting the customer’s expectations is usually about meeting expectations that you set for yourself. As a supplier, if you promise to provide the best solution, you can be sure that the customer also expects to receive it – and will be disappointed if they don’t. By being honest and realistic, you set the expectations on the right level, and meeting them builds customer trust.
Sometimes, you have to say no to both customers and yourself. There will be temptations along the way. In this case, you have to trust your own plan and resist temptation.
Our slogan “Walk the Talk” summarises out guiding principle of Compile’s strategy: we do what is promised and we do not promise anything that cannot be done. Sometimes, you have to say no to both customers and yourself. There will be temptations along the way. In this case, you have to trust your own plan and resist temptation.
Of course, not everything always goes as planned. Sometimes you can run into problems and difficult situations during projects. They must be tackled as soon as the first signs appear and, if necessary, raise your hand to indicate an error. An efficient solution to problematic situations is an excellent opportunity to increase customer trust.
Our top priority and promise is to help our customers succeed. This can be expected of all Compile employees – in the front line, of course, our skilled software development professionals. The rest of us set those expectations.
Writer: Tommi Kylä-Kaila, CEO