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....
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