It seems that in today's day and age honesty is a hard trait to come by. Whether you flat out lie, or just stretch the truth a little, dishonesty can, and will, break you in every situation.
The Bible says, "Your sins will find you out."
It seems that being honest is the easier choice anyhow, so why do so many people decide not to be? I mean trying to remember all the lies and trying to keep your story straight is tough business.
Yesterday we received a call on our home business line from a woman who was interested in purchasing some of our health & wellness products. She had ordered before, not through us, and preferred not to place the order online. So she found our website and gave us a call.
While we were talking about what she wanted to order, I not only answered her questions, but also asked several questions myself in an effort to customize her wants and best meet her needs.
Once she was ready to place her order she asked me how she could know for sure that I was who I said I was. This was a very legitimate concern, especially considering we live in a very untrustworthy society these days. After all she doesn't know who we are at all, she simply found our website and called us.
Here is where honesty becomes so important. I addressed her concern by acknowledging that I understood why she would be cautious at giving me her credit card information for processing her order. So here is how I handled the situation.
The first thing I did was ask for her email address. Once she gave that to me I sent her an email with the preview of her order. This way she could see that her order is being placed directly through the company, and not me. The second thing I did was send her to my blog so she could see who I am, and learn a bit more about who it was that she was speaking with.
After she seen my willingness to address her concern, and the knowledge I had of the products while answering all of her questions, she had a sense of Trust and proceeded with finalizing her order.
Now, here is where honesty really pays! Now that we have established Trust, I was able to ask her about several other products I felt she might be interested in based on our conversation. Some of the products she had heard of and wasn't interested in purchasing at this time. However, there was an add-on product that she had not tried and wanted to add them to her order. In sales this would be called an up sell, however, I believe this was made possible because of the honesty and integrity that was established during our conversation.
We finalized her order, processed her payment, then immediately sent her the confirmation email with order number and receipt.
Not only did we meet her needs, we also established the start of a great relationship. Because of our honesty in helping her feel secure about making her purchase, she not only received what she was looking for, now she also has a trusted distributor that she can contact with confidence to fulfill her future needs.
Being honest isn't always easy to do, and unlike this situation, it is not always going to benefit you when doing so. However, in the end, you can sleep easy at night knowing that you did the right thing.
In business I still believe in over-exceeding people's expectations. If you focus on superior customer service and always work to meet the need of the customer/client first, in the end you will always win!
God bless,
Ron
This article was originally published on Qondio.
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