Chapter 3. Loyalty begins with the first contact
Where does loyalty come from? From trusting someone. There can be no loyalty without trust. Trust is something that is built with each contact: "I can trust this person a little more."
Therefore the opportunity of building trust with someone begins by putting that person at ease right from the first contact. Is this contact with the Sales Ambassador honest and sincere? How does the Sales Ambassador show that she really cares about the person? Could other helpful advice be shared?
Helping customers find what they want and providing solutions for their needs are both parts of building trust and loyalty.
There are fewer things more fragile than trust. Although it may develop little by little over a period of time, it can be shattered with one blow. One contradiction, one insincere comment, one dishonest, or even seemingly dishonest situation, can destroy in a moment a trust that has been meticulously built over time.
Sales Ambassadors know that loyalty is the key to long-term success. They make sure that trust remains something that is built over time, and that any possibility of trust being broken is eliminated.
Building trust is the best way to build loyalty.
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