When you mess up during onboarding and own it honestly, customers often become more loyal. The speaker explains how admitting mistakes and fixing them transparently builds trust that generic perfection never could.
We would have even more loyal customers if we, as part of our process, had something that we consistently screwed up in the onboarding phase and had a process to then go back and say, oh, we messed this up. I'm so sorry. Here's what happened. Here's how we're fixing it so that doesn't happen again, and here's how we've already handled it for you. When things go wrong, that's the opportunity to build trust. When everything's going right, of course, you keep doing what you're doing. And this is where we all mess up, is we want to hide. Just sweep that under the rug. That that never even happened. The client doesn't need to know. Or actually, you're way better off saying, we messed this up. Like that should not have wound up there. And we posted on the website, here's what we messed up in our QA process. Here's how we've changed the process as a result of that. Everyone knows something's going to go wrong at some point. And so what we're all looking for is the pattern of what happens when things do go wrong. Can I trust this person? Are they on my side or they try and hide what went wrong?
