Be open and honest with your customers from "summary" of Rework by Jason Fried,David Heinemeier Hansson
When you’re open and honest with your customers, you build trust. You show that you have nothing to hide and you’re not trying to pull a fast one. You tell them everything about your product or service. How it works. What it does. What it doesn’t do. Where it’s from. Why you made it. What others are saying about it. What you believe. How you can help them. You put everything out there because you know that if they knew what you know, they’d do what you do. They’d see what you see. They’d want what you have. Being open and honest also means you’re not afraid of admitting mistakes. If something goes wrong, you don’t try to sweep it under the rug or pretend it didn’t happen. You own up to it. You explain what went wrong and what you’re doing to fix it. You apologize. You make it right. You don’t dance around the issue or make excuses. You take responsibility. Customers appreciate this kind of honesty. They don’t want to be kept in the dark or fed a line of bull. They want to know what’s really going on. They want to know where they stand. They want the truth. And if you give it to them, they’ll reward you with their trust, their loyalty, and their business. But being open and honest isn’t just about what you say. It’s also about what you do. You need to follow through on your promises. If you say you’re going to do something, you need to do it. If you make a commitment, you need to keep it. If you set expectations, you need to meet them. Your actions need to match your words. This kind of consistency is what builds credibility. It shows that you’re reliable, dependable, and trustworthy. It shows that you’re not all talk. You’re the real deal. You do what you say and say what you mean. And that kind of integrity is invaluable when it comes to building a lasting relationship with your customers.
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