In the world of online transactions, trust is a crucial factor. As a newcomer to this digital realm, I've been pondering what makes us trust one person over another. What makes a person's word believable? As the old saying goes, "A person's only as good as his word". This was a mantra in my household growing up, and it's a lesson I've passed on to my own children.
I was raised on a dairy farm in the Midwest. After the evening chores were done, salesmen would often visit. My father knew them all by their first names. They sold everything from soybean and corn seed to grain bins and hail insurance. I remember them sitting at our kitchen table, talking freely and honestly. There was no pretense, just two people - a buyer and a seller - trusting each other.
The interactions were rich with body language: a raised eyebrow, a hand pounding on the table for emphasis, or an ear rubbed while formulating a question. Laughter was frequent. If you didn't know better, you'd think they were old friends. When the meeting ended, both parties were satisfied. The salesman had made a sale, and my father had the product he needed for his business. A handshake sealed the deal.
So, how do we replicate this trust in the online world? How do we connect with someone we've never met? What sparks that connection? Why do we trust some people and not others?
I've encountered many kind and helpful people online, and I often wonder what causes that connection. Why do we join certain programs? Is it because we feel a connection with the owners? We feel we can trust them, but why?
I believe a lot of it comes down to personal touch. They respond to inquiries personally, not just with an impersonal autoresponder message.
Have you ever emailed someone after receiving an autoresponder message, only to never receive a reply? I have, and it ended my interest in their product or service. Have you ever complimented a great website via email, perhaps even asking for help, only to never receive a response? I have, and I'm still waiting. Have you ever unsubscribed from a newsletter because you didn't know who the editor was? I have.
How long does it take to send a simple email? A thank you, or even an acknowledgment that they've received your message and will get back to you?
In conclusion, be interactive. Let people know you're a real person on the other end of that mouse. Pretend you're seated across from me at a kitchen table on a hot summer evening, with June bugs bouncing off the screens and distant heat lightning in the horizon. Trust is the key to successful online transactions, and it's built through personal interaction and responsiveness.
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