We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries. Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience. Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers. The manner in which the organization manages customer trust drives every other component of the service encounter. What are ways you can insure your customers always trust your service?