5 Ways to Build Trust in a Virtual Relationship

Trust is important in a business relationship and even more important in a virtual business relationship. Earning trust takes time, but here are five steps you can take to foster trust with your clients:

1. Manage Expectations. Before entering into a client relationship make sure you talk with the potential client about his/her expectations. Talk about your expectations in regards to deadlines, punctuality and policies and procedures.

Also, continue to manage expectations after you start working with your client. @StacyBrice has a great article on her blog in regards to expectations.

2. Communicate, communicate, communicate. Ongoing, frequent communication is very important, especially at the beginning of a working relationship. So is responding to client questions or requests within a reasonable time. Take those extra few minutes to let your client know you received his/her request or to keep your client up to date on how a project is coming along.

Also, keep in mind that email is not always the best medium for communicating. If you have problem or question, pick up the phone. You can pick up on verbal (and some non-verbal) cues by phone that are impossible to decipher in an email.

3. Under promise, over deliver. If you promise a client to have something done by 3pm Friday, get it done by Friday morning or Thursday afternoon. Go that extra mile or add that special touch.

If you can’t or won’t do a particular project for a client, say so. Then, offer recommendations or resources for the client to help him/her find someone who can.

4. Keep your word. It should go without saying, but, be honest. Honor your promises. Don’t lie. And by all means, don’t say you are proficient or an expert at something if, in fact, you aren’t.

I knew someone who did this once. He promised his client he was an expert at XXX, when in reality, he didn’t have a clue. He not only screwed up the project he was working on, he humiliated himself, angered (and lost) his client, and effectively discredited his business.

If you aren’t an expert about something in particular, but willing to give it a try, let the client know and let him/her decide if he wants you do do it or not.

5. Take responsibility. Take responsibility for the work you do. If you’ve make a mistake, own up to it. After all, mistakes happen and no one’s perfect.  Don’t play the blame game.  Admit your error and do whatever you can to fix the problem.

I made a big mistake when I worked in an insurance agency years ago. I had taken a payment from a client and stuck it in the client’s folder so I can answer the phone. In the midst of the distractions during the day, I forgot to mail the payment, and didn’t remember until a few weeks later when I got a call from the client wanting to know why his policy canceled!

I acknowledged my mistake and after several phone calls to the insurance company and showing proof of payment (along with copies of the receipts from the day before and after), I was able to get the policy reinstated. And, although the client was very unhappy with what happened, he said he appreciated that I took responsibility and made the effort to fix the problem.

The reason for this story is because if I had lied or tried to blame one of the other account representatives, it probably would have made the situation worse. It would have discredited my professionalism and certainly would have soured the working relationship with this client going forward.

By the way, a few months after this incident, the client sent a letter to the owner of the insurance agency commending my work, my honesty and my timeliness in responding to his requests.

Bonus tip:

6. Be real. Be your authentic self. Who you are is as important - no, more important - that what you do. Being “fake” or trying to be someone you aren’t does not serve you or your clients well. Besides, being fake can be sniffed out a mile away. If you have ever delt with certain sales people you know what I mean.

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