You've probably heard this one before:
"People want to do business with people they know, like and trust."
I won't address the first two qualities, but I will touch on the last -- trust.
In coaching and consulting with clients over the last 30 years, I've noticed something that consistently puts some of my clients at a distinct disadvantage.
It's subtle. Sometimes it's unspoken (like body language or facial expressions), sometimes it's explicitly said. It's this:
Too often, entrepreneurs communicate UNCERTAINTY.
And in the absence of certainty, there's also a lack of trust.
Rather than evoking confidence and commanding the situation, business owners sometimes do the opposite: They make the customer wonder if they can trust them.
Saying things like, "I'm not sure" or "I have no idea" or "I'm pretty new at this" and using words like "kind of" or "who knows?" certainly doesn't give the customer confidence in your abilities.
Similarly, looking confused, frustrated or discombobulated chips away at the trust factor.
Does that mean you should always act like a know-it-all?
Absolutely not.
There WILL BE times when you genuinely don't know the answer to something... and... there's no shame in saying "I honestly don't know the answer to that."
In fact, the customer will appreciate your honesty and respect you for it.
But...
Whenever possible, you should always follow up "I don't know the answer" with "... but I know how to get the answer."
You see, people don't expect you to know everything about everything. But they DO expect you to act like a professional... sound and look confident... and be a helpful resource at all times.
In other words, if you don't know, say I don't know WITH CONFIDENCE!
However, the wishy-washy, deer caught in headlights reaction to a situation is definitely no bueno, ok?
Hope this helped.
