Because “Who sent you?” is a real vibe out here.
Let’s face it:
Starting a business in Nigeria (or any part of Africa) means one thing — you’re guilty until proven legit.
People have been scammed.
Customer service trauma is real.
And every day, someone’s cousin is crying on the TL about “vendor disappointment.”
So how do you build trust when no one knows you, and everyone’s side-eyeing you?
Let’s break it down.
First, Understand the Market Psychology
You’re not just fighting obscurity.
You’re fighting:
- Scam PTSD
- Broken promises from “brands” with zero accountability
- A “let me try small first” mindset
- Zero patience for bad vibes
Trust isn’t a branding trend — it’s a survival strategy.
Step 1: Be Painfully Transparent
- Show your face (people trust people, not logos)
- List your prices and terms clearly
- Tell them what to expect before they ask
Hype is cool, but clarity sells. No hidden fees. No vague delivery timelines. No disappearing acts.
Step 2: Show, Don’t Just Tell
Anyone can say “we’re reliable” — prove it.
- Post behind-the-scenes of orders being processed
- Share receipts, testimonials, reviews
- Do IG/WhatsApp/TikTok stories showing your actual process
- Show real customer feedback, not Canva mockups
Authenticity wins more trust than fancy packaging.
Step 3: Respond Like a Human Being
You can’t “K” your way into customer loyalty.
- Reply DMs/emails fast — even if it’s just to say “Got it, I’ll revert.”
- Be empathetic. Own your mistakes. Fix issues publicly and professionally.
- Speak in a relatable voice. You’re not a robot. You’re not MTN.
Step 4: Offer Low-Risk Entry Points
People don’t want to risk ₦150k with a brand that launched last week.
Create:
- Trial versions
- “First-time customer” discounts
- Small starter kits
- Pay-on-delivery options (if it won’t ruin your cashflow)
Lower the risk. Then over-deliver so they come back confidently.
Step 5: Leverage Trust by Association
Trust is contagious. Tap into existing networks.
- Get micro-influencers with real community trust to vouch for you
- Partner with platforms or events that your audience already trusts
- Ask satisfied customers to tag and refer you publicly
The question is no longer “who are you?” — it becomes “oh, I’ve heard of them!”
Step 6: Be Consistent, Even When It’s Quiet
No one trusts a business that pops up once a week to beg for sales.
- Post regularly
- Deliver consistently
- Stay professional — even when things are slow
- Keep showing up
Consistency is the slowest, most reliable trust builder in the game.
Red Flags That Kill Trust Instantly
- Late delivery with no update
- “No refund” policy for bad products
- Ignoring or deleting complaints
- Dodgy T&Cs
- Using hype to hide lack of substance
People talk. And one bad review can cancel 10 good ones. Handle your rep like it’s your rent money — because it is.
You don’t have to be perfect to be trusted.
But you must be clear, consistent, and human.
Trust is built in small moments — from your first DM reply to your hundredth delivery.
So while you’re building the product, build the perception too.
Because in a skeptical market, legit is the brand.
