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Nov
11

You Lose Online Credibility With Me When You….

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Establishing Online credibility begins the moment someone enters  your web site.   Just as in the off line world, it may take time to build trust in the relationship so folks feel comfortable about doing business with you.

Internet credibility is important to me… and you lose credibility with me when you…….

Don’t Use Your Name

I don’t like going to a site, a opt-in page or sales page where the name of the person is no where to be found.  “Who are you… and can you be trusted?”

I’m turned off by people who don’t reveal their name.  I don’t mind if they also use a “handle”… but their personal name takes priority with me.

When I first came on line, I was encouraged to brand myself with a catchy little “handle.”  It was “the thing” at the time.  Fortunately, I used my personal name along with my “handle” to establish my identity.   Hopefully, both have been established.

Darren Rowse, also known as ProBlogger, has successfully established both his name and his handle.   Because both names are well known, his other niche sites benefit from using just his personal name.

No way am I going to follow your blog, sign into an opt-in box or purchase something from you if your name is “Bunny Love,” or “Web Hawk.”  (In fact… I’ll never buy anything from “Bunny Love” because I don’t take you seriously.)

Don’t Have A Photo Of Yourself

I’m surprised how many well known bloggers don’t have a photo of themselves on their blogs.  There’s an absence of that personal touch.  I always feel a little bereft when I go to a site and can’t see a smiling face.

Seeing a photo of you helps create a feeling of trust and I bond with you better.   I don’t feel that you’re hiding something.  After all… aren’t you trying to build an open relationship with me?

Remembering a name is not my greatest asset.  But, seeing a photo of you… rather than your pet or an icon… will help me recognize you again when your photo appears on twitter, or other social media.  I perk up and pay attention.  Your photo on a opt-in page and sales page also helps me remember you better.

If You’re Not Transparent and Available

If I have a problem or want to ask a question, it’s disheartening to have to search all over to find out how you can be contacted.  I shouldn’t have to jump through hoops in order to get a problem resolved.

I can’t imagine an offline retail business selling a product and then having their support personal in the basement behind 5 lock doors with a phone that doesn’t work.

In other words… don’t make it hard for me to contact you.  I promise I won’t bug you… just answer my question and I’ll be on my way.  So… if there is no easy and reliable way to reach you… you’ll never see a dime of my money.

If You’re Not Honest

There is so much online nonsense going.  What makes folks think they can get by with not being honest?  I’m sure there are a few shysters that have slipped through the cracks… but news travels fast… and eventually they’re gone.

If you say that your product is going to be taken down at a certain time and I see it even one day after the deadline… it will be the last time I buy.  You’re credibility is broken.

If you charge me $97.00 for a product… and then reduce the price or I see it at as bonus later on… purchasing  from you again will be non-existent.

If your claims are over the top, the “Buy Now” button will never be clicked.   Don’t insult my intelligence by claiming I can make a million dollars in 30 days if I purchase your $600.00 within the next 10 minutes.

If You’re Rude

Several years ago, I purchase a product and the download link didn’t work.  I had to follow a very lengthy trail to locate the seller… in fact it took me several days of research.  So, when I finally found a working e-mail, I expressed how difficult it had been to get this issue resolved.

I did get a download link… but also a note that told me to go to “H….”   I have noticed that this individual is no longer in business.  Hmmmmm  I wonder why?

Please don’t make me an example of “what not to do” on one of your Webinars…. especially when the other participants know who you’re talking about.

Also, after I’ve spent money with you, been in one of your membership sites, don’t ignore me or treat me rudely when I approach you at a seminar.

(Oh… there you go… running to catch up with your Guru buddies who are on their way to lunch…. leaving me behind with my mouth open and my purse shut.)

Online Credibility Is Easy

I actually think internet credibility is easy.  Just treat others as you would like to be treated.  Hmmmm..  Where have I heard that before?

Online Promotion and Marketing!

Til Later,

Kathryn Griffiths

P.S.  Well… there’s my little rant for today.  Actually, I’ve found most Internet Marketers to be wonderful honest people.  But, for those who are not… I find it easy to take charge.  I can stop following them…opt out of their  list, and ignore the “Click Here” button.

P.P.S.  Let me know what triggers your “Online Credibility Button” by making a comment below.

Technorati Tags: blog, credibility, internet credibility, online credibility

Categories : Just Thinkin'

Comments

  1. Dustin Nay says:

    Hi Kathryn,

    Thanks for posting this! I absolutely agree with you– the whole point of marketing should be to build trust with people. If you’re networking or ‘just selling’ online, you have to be honest and up front with people. It’s absolutely no surprise that the person you mentioned is out of business! I just finished reading Erik Qualman’s book, Socialnomics, but so many businesses still don’t understand that the old marketing methods of spinning everything with hype really don’t work.

    Keep up the great blog!

  2. Kathryn says:

    Thanks Dustin for your comments and the the reference to Erick Qualman’s Socialnomics.
    I have just recently weeded out my e-mail. I have eliminated folks who seem to have forgotten business manners.

    We all need to always consider our customer when we employ different marketing strategies and make it easy for them to want to purchase products from us.

  3. Applause! Applause! Applause!

    I can’t believe the uncanny timing of this fabulous post. I just did a teleseminar presentation on Monday about this very topic. What can I say?

    “Credible” minds think alike. 🙂

    I’m with you. I don’t ever see the need to jump through hoops in order to get good customer service or spend a ridiculous amount of time trying to figure out someone’s name or how to contact them. And rudeness cannot be excused.

    No photo? = No relationship building with me.

    Keep spreading this credibility message around and around!
    Melanie

  4. Lisa Raymond says:

    This is a great post reminding us what we must do to keep ourselves credible, and I don’t feel this has to only apply to those that are selling an e-book or teleclass. As I delve more into designing web sites, the people I come into contact with do not want to put a photo of themselves on the site. I admit I wasn’t thrilled with the idea initially, but a good coach taught me this lends to credibility by being honest — by being myself and letting visitors see me. She also coached me into putting my company’s information into first person, since I only have myself for the time being. Again, back to honesty and credibility. I’m surprised there are still people out there who are not embracing this very simple concept, but I really shouldn’t be; sometimes these are also the folks whose avatar or Twitter handle are not who they are, either (I’ve blogged about this), sad. Thanks for the post!

  5. It is interesting you brought up being treated rude on Webinars. I was and affiliate for a mentor and was paying a monthly membership. In fact if you had Googled her name, all of my posts promoting her showed up #two on the page. But after being treated so rudely I dropped her like a hot potato. I even deleted all of the posts on my blog promoting her and her products.

    There are too many good mentors that really want to teach and support you, to be wasting your time and money with one that pretends to be your teacher.

  6. Kathryn says:

    Thanks Melanie, Lisa and Sheila for commenting. It looks like you have experienced some of the same frustration I have on the Internet.

    However, over all I find that most marketers go out of their what to give you the best content and information possible. It’s just a few that try strategies or exhibit behavior that is not acceptable but I believe in the law of return… what you put out there will eventually come back.

    Thanks gals.

  7. Tristan says:

    So true! I was actually planning on writing a post about this topic but I feel like there’s really not much else for me to add! I think the two that really get me are people not using their real name and not having a photo of themselves. If you don’t want to have your photo front and center, fine. But at least have it on the About page!

    Oh, and I saw on your About page that you leave in the Wasatch near Mt. Timpanogos. I’m in Provo 🙂

  8. Kathryn says:

    I’m finding that a lot of folks feel the same way… but I’m still amazed at the amount of big name blogger don’t have a photo of themselves. I then have to place a mental image of them in my mind. I’m always surprised when a photo of them finally shows up somewhere that they look completely different than I imagined.

    (I live in Orem… on the East side of 8th East….a block away from the University Mall Theaters.) We live in a beautiful area don’t we.

  9. Walls Blank says:

    I am planning to write an entry (Isn’t synchronization exciting!!!) that touches on this. I don’t like using my whole name however. But I am also not at the point where I am trying to get people to give me their money for anything. I never thought about developing a handle with a nice ring to it and it is something I will more likely than not do in the future.

    Instead of an actually photo I think I will develop an iconic image. I don’t feel comfortable having people I do not know possibly recognizing me on the street. But I do see the importance of being recognizable in some way by image alone.

    Very useful article overall. Thanks for posting!

  10. Karen says:

    Hi Kathryn,

    I couldn’t agree with you more. I know it’s been ages since I’ve been in touch but that doesn’t mean I haven’t noticed how much great content you and Sheila have been producing. This blog post of yours needs to be publicized more because people still don’t get it.

    Have a wonderful weekend! Take care.