Building trust with customers in rail software

“We might have invested in all this technology, but I'm not going to use it.” This is the worst possible scenario for us after a customer takes the leap. So, we simply eliminate the possibility. And the only way to ensure that is to:  → Build with field workers, for field workers.  → Even if it means changing our roadmap or pivoting mid-project. → And that collaboration has to be ongoing vs. just before a project starts. I’ll share a story. When we first launched FYLD, we had solid 4G mobile coverage throughout most of the UK. But some wastewater treatment plants are the very definition of remote. (Nobody wants to live near a wastewater plant.) And those areas typically still had spotty coverage. Coverage in built-up cities is also often not what you might expect, even after 5G roll-out. Initially, we developed a solution that queued communications and delivered when the person was back online. But what we found was that our customers needed more than that. They needed AI embedded on the phone on an edge network versus a live one. So we changed our roadmap priorities to make that a reality.  We’ve been told our offline mode hands down beats solutions provided by global incumbents. I always promise our customers that our CSAT scores are going to be through the roof. Listening to and acting on customer feedback is how we get there. It’s all about building the trust bank with customers and delivering a superior product because of it. #innovation #constructiontech #ai #digitaltransformation

Trust isn’t built with words - it’s built by delivering on your promises In mid January, a customer reached out with a problem They had a key priority to solve a problem impacting all of their interviewers, but no clear path forward What they did know? Their existing vendor wasn’t helping I could sense the frustration from them and I had a gut feeling we could solve this But I didn’t say anything yet... I just listened After the call, I brought it to the candidate.fyi team We were already stretched thin, but we asked ourselves - how can we make this happen? We mapped out a solution. It wouldn’t be easy, but it was certainly possible. So we went back to the customer. "We spoke internally. We think we can solve this. And if we commit, we’ll get it done by the end of February." Their eyes lit up. Fast forward to yesterday - we demoed the new feature Exactly when we said we would. This is what builds trust - not endless sales pitches. Not excuses. Not pushing customers around. Just listening, committing, and delivering.

We ignored a simple feature request from one of our top users. Months later, they left for a competitor that offered the feature. Every piece of feedback is a chance to build trust and loyalty. When you ignore it, you lose more than just one customer. ↳ Missed feature requests drive users to competitors who listen. ↳ Ignoring feedback creates a perception that you don’t value customers. ↳ It stunts product improvement and innovation. How to fix ↳ Set up channels for customers to easily share feature requests. ↳ Prioritize requests based on user demand and business impact. ↳ Keep users updated on the status of their suggestions. ↳ Show appreciation by highlighting implemented features. Here's what you can do inside your #CS software: ⇢ Organize and categorize feedback for actionable insights. ⇢ Notify customers when their requests are addressed. ⇢ Use reporting tools to prioritize high-impact suggestions. ⇢ Build a knowledge base to share product updates transparently. --- If you enjoyed my post, please consider sharing it with your network ♻️

"𝐖𝐡𝐞𝐧 𝐭𝐡𝐞 𝐑𝐢𝐬𝐤 𝐢𝐬 𝐨𝐧 𝐭𝐡𝐞 𝐓𝐚𝐛𝐥𝐞: 𝐎𝐯𝐞𝐫𝐜𝐨𝐦𝐢𝐧𝐠 𝐂𝐥𝐢𝐞𝐧𝐭 𝐂𝐨𝐧𝐜𝐞𝐫𝐧𝐬" -------------------------------------------------------------------------- I recently had an experience with a client who was hesitant to proceed with our project. Their concern? They wanted to use the software first to see if it truly met their needs before committing to the payment and initiating the project. Essentially, they were looking for a way to reduce the perceived risk of investing in something that might not deliver the promised results. At first, I completely understood their motivations. We all want to make sure that the solution we’re buying will work for us, especially when it’s an investment. But the challenge was balancing their need for reassurance with the reality of how we operate. 𝐒𝐨, 𝐡𝐞𝐫𝐞’𝐬 𝐡𝐨𝐰 𝐈 𝐧𝐚𝐯𝐢𝐠𝐚𝐭𝐞𝐝 𝐭𝐡𝐞 𝐬𝐢𝐭𝐮𝐚𝐭𝐢𝐨𝐧: ------------------------------------------------- 𝐄𝐦𝐩𝐚𝐭𝐡𝐲 & 𝐓𝐫𝐚𝐧𝐬𝐩𝐚𝐫𝐞𝐧𝐜𝐲: I acknowledged their concern and shared my own experience with other clients. I highlighted how the software had solved similar problems for others in their industry. Transparency about the success stories and potential challenges helped establish trust. 𝐎𝐟𝐟𝐞𝐫 𝐚 𝐏𝐢𝐥𝐨𝐭 𝐏𝐫𝐨𝐠𝐫𝐚𝐦: Instead of a full commitment upfront, I suggested starting with a trial phase. This allowed them to test the software in their real-world environment while ensuring they didn’t feel locked into something that didn’t work. 𝐂𝐥𝐞𝐚𝐫 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐚𝐛𝐥𝐞𝐬 & 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: I clearly outlined the deliverables for the trial phase, with full support from my team. We set regular check-ins to monitor progress and address any concerns, which reassured the client that we were in it together. In the end, they appreciated the flexibility and confidence we had in the solution. It built trust, and they were ready to move forward. What’s your approach when a client is hesitant to commit upfront? Follow me, Rahul Nair, for more such content. #ClientRelationships #BusinessGrowth #SalesStrategy #RiskManagement #TrustBuilding #CustomerSatisfaction #SoftwareSolutions #Entrepreneurship #BusinessDevelopment