Netiquette Core Principals to Instill Respect - via Netiquette IQ

The other day, I came across this article. It struck me right away. One of the core Netiquette principal is trust and this blog needs more articles such as this. Although it was written for social media, it applies, like so many other ethic categories, to email as well. I hope these will be of value. 

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 Trust = Authority x Helpfulness x Intimacy / Self-Promotion  

By Steve Rayson The New Formula for Social Media Trust

Offer solutions: SHOW them you care and are truly interested in listening and solving their problems. Consumers have pain points that need care and understanding. Demonstrate that you know what they want and need.

Communicate clearly and responsively. No one likes to be on hold listening to ear bleeding elevator music. Engage. Whether you are responding to a post comment, email or client text message, don’t keep them waiting and wondering. Service them promptly.

Be transparent. It helps to instill trust and shows the human side of your company and your brand.

Be accountable. Do as you say; back up your words with actions and if you make a mistake, own it 100% and correct it. The customer is the one who writes your paycheck.

Privacy and confidentiality. Respect a client’s proprietary information and discussions. There is no reason to share this type of data. You are being trusted with details or questions and they should not become public knowledge or water cooler chatter. Lock it up!

Testimonials. When you receive recommendations, make sure they are openly displayed as they help to validate your service and your company.  Add them to your website, email signature and other marketing collateral. If it is a tweet, then save it as a favorite so others can see “real-time” recommendations. Ask for them on your LinkedIn profiles.

Under promise and over deliver. It may be a cliché but it is a premise of good business and service. There is nothing more disappointing or frustrating to be let down by a vendor missing a deadline.

Educate and share valuable content. Enrich the lives of your audience without self-promotion and you become a trusted resource not a snake salesman.

Feedback.

Never bury your head in the sand. Always ask for feedback on a job, a post, a conversation. If you don’t ask, you don’t receive and you won’t know what you are missing. If you off point, you won’t be able to take charge and correct the course. Feedback is a valuable learning tool toward successful relationships and communication.

Commit to your word. Very simple yet some have a propensity to fall back and forget such a courtesy. Do as you say without hesitation. There is enough misrepresentation in the world, especially online but if you intend to build your brand, your reputation and your business, then follow through with your verbal handshake.

How do you build trust and instill confidence with your customers and community?

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In addition to this blog, I have authored the premiere book on Netiquette, " Netiquette IQ - A comprehensive Guide to Improve, Enhance and Add Power to Your Email". You can view my profile, reviews of the book and content excerpts at:

 www.amazon.com/author/paulbabicki

 If you would like to listen to experts in all aspects of Netiquette and communication, try my radio show on BlogtalkRadio  and an online newsletter via paper.li.I have established Netiquette discussion groups with Linkedin and  Yahoo.  I am also a member of the International Business Etiquette and Protocol Group and Minding Manners among others. I regularly consult for the Gerson Lehrman Group, a worldwide network of subject matter experts and I have been contributing to the blogs Everything Email and emailmonday . My work has appeared in numerous publications and I have presented to groups such as The Breakfast Club of NJ and  PSG of Mercer County, NJ.