Building and maintaining trust

Response, Responsibility

The ability to respond.

How we respond.

When we respond.

In an increasingly invisible world, where online and virtual experiences are normal modes of operation, building and maintaining trust becomes critical.

Keeping the promises that we have made publicly as a supplier of goods and services forms the foundation of a good business. As a consequence, we are trusted by customers.

A promise to respond within a time frame is a choice we made and declared in public. Public includes stating it on a website or in an email. If we cannot meet that promise, then take five minutes to correct the promise with a banner or note. It is not hard to do. Circumstances do change. Legitimate backlogs happen.

The choice to not respond, to make excuses, to do nothing and to break promises means we cannot be trusted to be responsible with our commitments. How can a customer trust the product and service when the bar is low?

My recent experience with the Happy Mammoth company demonstrated this. My intuition is that they spend all of their energy and effort keeping the customer feedback glitteringly stunning, removing promptly any negative feedback.

Imagine if they spent this same amount of time and energy keeping their promise in the first place.

Same energy spend, different result.

Photo Taken March 2nd 2023

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