Trust. It’s the secret sauce behind any successful business. If your customers don’t trust you, they won’t stick around. It’s that simple. But many companies—maybe even yours—make some sneaky little mistakes that scare customers away.
The good news? You can fix them. Let’s take a closer look at the top three trust-breaking blunders and how to avoid them.
Table of Contents
1. Trying to Be Something You’re Not
We get it. You want to impress your customers. The temptation to sound like a larger, fancier, flashier version of what you are is real. But customers are smart. They can smell fake from a mile away.
Example: You run a small local coffee shop but your website talks like a global franchise. That’s a red flag.
- Be authentic.
- Use your real voice.
- Share your actual story—not a made-up one.
People want to connect with real humans, not robots with buzzwords. Show your true personality and your customers will trust you more.
Your brand doesn’t have to be big to be trustworthy. It just needs to be genuine.
2. Making Promises You Can’t Keep
This one’s a biggie. Many businesses fall into the trap of overpromising and underdelivering. Unfortunately, that’s a recipe for disappointment.
You say: “We ship in 24 hours!”
Reality: The package shows up a week late.
That’s a one-way ticket to Lost Customer Island.
- Only promise what you can consistently deliver.
- Be honest about your timelines.
- If something goes wrong, communicate—fast and with empathy.
Remember: It’s better to underpromise and overdeliver than the other way around.
Customers don’t mind waiting a bit if they know what to expect. What they do mind is being ghosted or misled.
3. Hiding When Things Go Wrong
No company is perfect. Mistakes happen. Packages get lost. Services break. Emails go unanswered. It’s all part of the game.
But do you know what makes or breaks trust in those moments? How you respond.
Wrong move: Playing hide and seek when things go south.
Right move: Owning up and making it right.
- Apologize when things go wrong.
- Explain what happened, clearly and kindly.
- Offer a solution—or even a small perk to make up for the trouble.
These tough moments are actually golden opportunities. Handle them well, and your customers may end up trusting you more than ever.
Why? Because they see you care. And that’s rare.
Bonus Tip: Make It Easy to Trust You
Avoiding mistakes is great. But what about taking it up a notch?
Try sprinkling these trust-builders into your business:
- Clear contact info (with real humans behind it).
- Customer reviews—especially the honest ones.
- Consistent messaging everywhere (site, emails, socials).
- About page with photos and real stories.
Trust doesn’t come from fancy words. It comes from being real, reliable, and ready to listen.
Final Thoughts
Trust is fragile. But it’s also powerful. When customers trust you, they buy more, come back often, and tell their friends. That’s the dream, right?
So, avoid these three trust-killing mistakes:
- Pretending to be someone you’re not
- Making promises you can’t keep
- Going silent when problems pop up
Instead, show up, be honest, and stay human. Your customers—and your bottom line—will thank you.