Basic show notes for this episode

Key takeaway: Broken promises will kill your business.

Why building trust is important

• There is no B2B or B2C. Only P2P sales. Person to Person.
• When your brand is believable, customers trust that you have their best interest and experience in mind
• 76% of respondents are looking for leadership (on trust) from CEO's and 71% are looking for leadership from their employer. Edelman trust barometer global report 2019

Setting expectations

• Make small and easy to keep promises with leads on your first phone call. Continue making small promises throughout the project. By the end of the project, you will be seen as very reliable and trustworthy
• Promise to follow up after the phone call with X
• Promise to deliver Feature Y by a certain day
• Promise to show them how to do Z with Google My Business

Living up to expectations

• Set high standards for your work, and then hit them consistently
• The best clients crave reliability and trustworthiness

Recovering from a mistake

• If for some reason you are not able to keep your promise, follow it up with something that shows you truly care - something that makes the broken promise ‘not terrible’
• Dylan's story

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