Building Credibility First

May 27, 2012 by · 1 Comment
Filed under: Marketing Communications 

A favorite observation of many from my five-year-old granddaughter resulted recently from our stop on the way to Orlando to break up the drive time. As Hilton Honors members, we are always pretty happy with any of our stays, but Savannah made a point of announcing to at least five people at the Wyndham Grand Bonnet Creek Resort pool when we got to Orlando, “I hate South Carolina because there is no pool, and it’s boring at the Manning Hampton Inn.” She dreaded the day we left Florida knowing she would have to spend another night in South Carolina.

The value of credibility for a six-year-old is not that different for the rest of us. It is based on our specific needs and expectations. If we expect to be treated a certain way, have a social, self-esteem, intellectual or any other need met, and we are disappointed, the product or service loses credibility.

How many potential clients do you think you have disappointed this week? When have you failed to recognize the needs of one of your clients, but you know you will never hear about it?  If you could create a point system for creating credibility in the eyes of your referral sources, how well would you do?

It is very easy to get complacent about credibility when we get too busy, too egotistical, too lazy, or just don’t stop to think about our actions. I know I have personally failed on this note more times than I care to count.  We can’t focus on everything at once to improve our credibility, so I recommend just dealing initially with your communications in social media.

Would you request information from a potential client or vendor, and then when they respond by e-mail or leave a voice mail, ignore the need to get back to them?  Probably not.  The same holds true for social media. Why someone starts discussions or puts a tip for the day online, and then when someone responds, the discussion originator doesn’t even come back with recognition of the comment or offer a response? How we treat people in our social media interactions is critical.  Additionally, take the time to develop interesting content which relates to your audience just as you would in traditional communications. Be sure you don’t just share an article without introducing it with a comment which shows your expertise and experience.

So if your social media credibility is positive, keep thinking. What else can you focus on soon? You might start with your top 10 clients or customers? Have you “wowed” them this week? What would make you more credible in their eyes?