Customer trust is the north star of businesses. Trust brings more loyalty than customer satisfaction, and it leads to repeat buying and engagement with the brand.
Hearing Clinics have their advantages based on the circumstances the market creates. However, trust can be eroded by not being clear and upfront about your process, the product you associate your brand with, and why you choose certain brands over others.
Hearing clinics are a matchmaker for clients.
Hearing clinics are matchmakers or intermediaries for clients and hearing aid brands.
Markets that are not clear-cut tend to create distrust in consumers. The confusion, uncertainty, and lack of transparency create tension about who the consumer should rely on more and who they should not trust.
Uncertainty causes users to trust intermediaries.
In the world of hearing aids, clients’ having perfect information about hearing aid devices from the brand doesn’t happen. The structure of the industry and the specialized knowledge that you have in audiology limits the information flow to clients.
Clients are limited to information about hearing aids. With the little information they have, they become uncertain about their choices. They don’t want to make a mistake in choosing the wrong device.
This fear of getting it wrong challenges direct-to-consumer selling. Hearing aid brands selling directly to consumers will have difficulty building trust with consumers.
Clients can’t accurately predict what will work for them with the little they know, which paralyzes them when making decisions on their own. They must rely on intermediaries and hearing clinics and trust them to provide the necessary information.
As a result, hearing clinics in the hearing care industry have a greater chance of building trust with clients.
Inefficiencies cause users to trust intermediaries.
Inefficiencies in the market result from high costs or high transactions. When people don’t have data or reasons for the high number of transactions, they are less confident in the manufacturing brands. They presume the reason for hiding and not being transparent means that exploitation is happening for personal gain. Clients don’t want to be exploited, and they need a trusted source to help them avoid being taken advantage of.
Hearing clinics have an advantage, but only under certain circumstances.
Hearing clinics must be clear and transparent about their products and processes. They must outline how they do business and how they decide on the best fit for the client.
A clinic should provide this information on its website or during pre-introductory calls to let its clients know what to expect.
You should also be transparent about the brands you provide and why you choose one over another. Being clear about each brand’s benefits will help you and the client build trust in the long run.