How to Build Trust With Clients

Building client trust is vital, whether you’re a founder of a tech startup, a solo entrepreneur, or a freelancer looking to expand your customer base. Trust is what keeps clients coming back for more — they know they can rely on you, the information you provide, and the products or services you offer.

Trust also leads to positive conversations between your clients and prospective leads, building your brand reputation via word of mouth, social media, or online reviews. But how do you ensure you’re fostering that kind of relationship with your existing clients? Here are five key ways to build client trust and a firm foundation for your business’s growth.

Reliability

Businesses absolutely value reliability as a core value in the vendors and service providers they choose to buy from or partner with. Tech giants like Microsoft often espouse the importance of reliability for SaaS providers and software vendors, while various eBooks and other resources talk businesses through how to find a reliable tech service provider. But what is the key to being billed as reliable by other businesses?

The main way to be perceived as reliable is to always follow through on any commitments made — in short, do what you say you’re going to do. Being organized and keeping a careful log of client requests helps with this. There are so many digital tools to help with this. Asana, Trello, and ClickUp all provide ways to list and prioritize your workload. Even a good old-fashioned notebook and pen still work for many people! Plan your time, don’t take on more that you can do, and be upfront if you can’t achieve a task within a certain timescale. It’s better to under-promise and over-deliver than the reverse.

Transparency

On that last note, clients genuinely do appreciate honesty. If you’re a freelancer with five clients all expecting work completed on the same day, be proactive and advise one or more of them of potential delays. As a startup, if you have technical issues that stop you from bringing a product or service to launch, let your stakeholders know. Client trust increases when they view you as an honest and entirely transparent entity or organization.

Consistency

Consistency is important in how you work and how you deliver, as well as your branding, messaging, and marketing strategies. Businesses like to know what to expect each time they hire or partner with you. Sudden change can alienate them, especially if it’s not in line with their own business goals or values. Keep your brand message consistent across all your channels, from social media to email campaigns. Work on the same timescales when possible, creating SLAs that give you a margin for error and achieve your clients’ expectations. Maintain a solid communications strategy, following up on every lead within the same timescale, and dealing with issues and complaints within certain timeframes.

Authenticity

Being yourself is so important in a crowded market. If you start out with a false image or one that does not align with your personal values, you will eventually tire of it as you grow and morph into your own, unique self — or a business based around that. So, what’s the point in pretending to be something you’re not? Base your company values on your own, create an authentic voice that, while professional, echoes your own personality, and don’t be afraid to say “No” to working with people you don’t feel comfortable being associated with.

Communication

The final point is one that ties all the above strategies together: Communication. Emails, phone calls, social media messages, or face-to-face meetings all need to be effective, clear, and comprehensive. Work your authentic voice into all your comms, always be honest, and always set realistic expectations.

Beyond that, make sure you’re communicating with your clients even when times are tough. Pick up the phone to that client who can’t get their head around your new user interface. Send additional updates to the business that wants more changes to a piece of work than originally agreed. Keeping all your clients in the loop helps build your reputation as a trusted professional within your industry.

Final Word

Building trust in a volatile economy can seem tricky, but when you operate with integrity and confidence, it becomes so much simpler. Working with a freelance marketing expert can help you create an authentic brand that reflects your company values and consistently builds trust with clients. Book a 15-minute introductory call with our team to find out more.

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