Wednesday, April 14, 2010

Values: The Trust Antidote

This week I've shared ideas on how to change the selling process. I've suggested things like: "Stop doing it", "Don't close" and other things most people are tired of experiencing as part of the process to get what we want or need.

I realized that all of this continues to tie into the idea of value. What does it really mean to each person?

I ran into this head-on this week. Couple weeks ago I had my brakes repaired. As sometimes happens with an older car (7 years old) fixing one thing reveals another problem. While I wasn't thrilled to learn that my Baja needed more work despite being pretty low mileage, they gave me a quote and I decided to bring the car back after a few days so I could coordinate a carpool solution.

My car went to PepBoys on Sunday night. Monday morning I discovered I had a call authorizing the work. This didn't make sense to me since we'd already had this discussion.

Well, I had just started a trust roller-coaster. They came back and told me the price about almost $250 more than originally quoted. When I balked at the increase, the oddest things came up for the difference. And one thing in particular turned out to be completely unacceptable.

I COULD save $60 off the new, higher quote if I didn't want to pay extra for the warranty. Okay, what did that mean? I had to BUY peace of mind for the parts and workmanship for 12 months. I only got 90 days for free.

Excuse me? You're going to have my car for a day, take about $700 of my money, maybe more, AND after 90 days I'm SOL?

Well, you can probably guess what I said. I told them to put the wheel back on and I'd find someone else who would at least stand behind their work for a year.

This is a problem that is true for our culture right now at every level. Even at the most affluent levels of society, trust is pretty much shot. Time Magazine reports on the study that being wealthy and elite doesn't improve trust (click to read the article).

That's just one of the reasons it's time to stop selling. Stop traditional marketing behavior and a bundle of other things. The most important thing you can do is to do business from your values, your heart and your soul. Demonstrate that you are someone people can trust.

Until trust is part of the equation and potential clients agree they have a need that includes willingness to act, there's nothing to be done.

Value and Trust--the ultimate success combination and the Antidote for market exhaustion.

Wishing you Success & Heart,
Heidi Sue

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