By Cheryl Higley
For Rick Kier, CSP, owner of Pro Scapes in Jamesville, NY, building trust in the snow industry is paramount to developing a client relationship that looks beyond price.
Building trust shouldn’t be difficult—treat others the way you want to be treated, he says. Doing so will open up opportunities.
“It’s very simple. Do the right thing and you’ll be rewarded,” he says. “But trust is doing the right thing even when no one is looking. When you really care and genuinely take care of people and do the right thing, it rubs off in a big way.”
Following that path has allowed Kier’s company to achieve a level of trust with its customers that often casts price aside, whether it’s renewing contracts without sending them out for bid every year; or calling and saying “Rick, I need this done. Just send me the bill” without even asking what that cost will be.
“That’s not one trust experience. That’s years of working together. If you develop trust and respect they have made up their mind that you’re the best option and that - not price - becomes the predominant decision-making variable,” Kier says. “The power of trust allows my clients the comfort to just say take care of it. They don’t need a written quote or that it’s the lowest price in the market. They just trust we’re going to take care of them and it’ll be appropriate.”
Building trusting relationships is beneficial beyond the pricing aspect as well. Kier says when your client trusts you, they also are more likely to overlook problems or at least address them appropriately.
“Customer satisfaction is an emotional decision. You can perform word for word what is in a contract but if you don’t win their hearts they will find a reason that you’re no good. But when they trust you, they know you’ll deal with it in a reasonable manner and make it right.”
Cheryl Higley is editor of Snow Business magazine.