Trust is everything in the customer service industry. It’s not only essential for sellers to be trustworthy; businesses must also strive to build trust with their customers. If you’re unsure on how to create strong customer relationships, tune in to my guest, Martina Hršak, as she shares actionable insights on trust-building skills. Growing Up in Croatia and Entering the Yachting Industry During her youth in Croatia, Martina never imagined herself in the yacht business due to her tendency to get seasick. Yet today, she leads MMK Systems, a company that provides the Booking Manager System, the leading software for yacht charter businesses worldwide. The Importance of Trust in Sales To build a successful business relationship in B2B sales, customers must trust the companies they’re buying from. Martina shares how businesses trust MMK Systems with their critical data, such as personal information and finances. Key factors that can easily destroy trust in any industry include: Misleading statistics or facts Data misuse Conflicts of interest (e.g., mergers or acquisitions within the industry) Businesses that mishandle these factors and fail to build trust with their buyers are unlikely to succeed. Martina discusses how building trust and creating true partnerships can be simple. For example, her team attends 20 boat shows annually and regularly visits clients to foster strong, long-lasting relationships. Sales as Advising: Listening Over Selling Martina explains MMK Systems’ unique sales approach: they focus on advising rather than hard selling. Her team...

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