‘How to Regain Your Prospect’s Trust After You’ve Messed Up’ – HubSpot
Michael Dalis says, “It can be a difficult task to build trust and credibility with prospects and customers. It is even harder when attempting to rebuild trust after it has been damaged.
When this happens, the impact on even your longest and strongest professional relationships can be profound.
There’s an elephant in the room that can feel uncomfortable to talk about — but is impossible to ignore. And if you don’t, advancing the client relationship will be difficult if not impossible.
How can you get past the elephant in the room to get back to selling? The following four-step process will help you rebuild trust with your customers and prospects.
1) Empathize
Empathizing is more than hearing your customers’ words: It is recognizing the meaning and emotion behind their words. Some customers will force recognition of both the issue and their feelings. Some won’t talk about what’s really bothering them, keeping it hidden below the surface. Expressing empathy will help you to coax out and reduce negative emotions”.
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