Better Business Bureau Serving Southwest Idaho & Eastern Oregon Blog

Start with Trust

I’d like to challenge business owners to make a pledge every day:  Start with Trust.  That’s the guiding principle for the Better Business Bureau as we work to improve the business-to-customer connection and build integrity in the marketplace.

A friend once told me this about his company: “We always do the right thing….after we’ve tried everything else.”  Yes, sometimes it feels that way as we work to find meaningful, cost effective and realistic solutions to the variety of challenges we meet everyday.  However, starting with trust means doing the right thing first.

How do we start with trust?  Let’s take a look:

• Advertise honestly.  With freedom comes great responsibility.  Respect the opportunity to communicate the benefits of products or services through advertising.
• Tell the truth.  Reveal all conditions or exceptions regarding the products or services you offer.
• Be transparent.  Openly identify the nature, location and ownership of your business. Help customers make the best decision to buy by clearly disclosing all policies, guarantees and procedures.
• Honor promises.  Your word should be as good as your signature.  If you make a commitment – verbally or in writing – follow through.
• Be responsive.  We will never achieve 100% customer satisfaction 100% of the time.  However, it’s how we deal with that dissatisfied customer that sets us apart.  Address disputes quickly, respectfully and reasonably.
• Safeguard privacy.  Only collect information as it is needed. Then, protect all data collected against mishandling and fraud. Tell the customer why you’re collecting the information and respect the customer’s wishes regarding the use of their information.
• Embody integrity.  Integrity is not something we do, it is part of who we are.  Ask yourself, “Would I accept being treated like this?”  Do you conduct yourself in private the same as in public?  These questions drive to the heart of integrity.

During the coming weeks and months we’ll dive deeper into each of these points to help you start each day with trust, which naturally leads to more customers and a stronger business.