subject: Customer from Hell #6: Suspicious Sally [print this page] Unfortunately, there is no quick fix for building trust. Loss of trust is founded to a large extent by personal experiences, and it is only by creating honest, positive experiences that we can build it back. There are three steps to beginning this process:
1. Acknowledge and validate her discomfort:
eg. "I understand your discomfort. I suspect I'd feel the same way if I were you."
2. Reaffirm to her that you care:
eg. "I care about how satisfied you are - and I don't want you anything you're not sure of."
3. Restate your position, then set her free:
Give her permission to walk away (those of you who are in sales - this means you too!). eg. "I really do think this is best for you because . But you really should be 100% comfortable before you make a decision."
These three steps express empathy, caring, and confidence in your position - three things that Suspicious Sally is looking for. Give it a try. You'll notice changes right away in both her body language and her attitude.
