One thing that unites all successful companies is that they’re not in the business of pleasing everyone.
Deciding not to be for everyone gives them the courage to ignore everyone else except the people who they care about. This is important because companies need to go to the edges, they do have to appeal to one or more extremes. If they don’t, then they’re boring, nobody talks about boring which means the company is not getting attention.
If a company doesn’t get any attention there is no way to build trust.
Trust is fragile. Companies often loose trust for the short term push for more attention.
Then, where does trust really come from?
Trust comes from actions, or better said, the actions we think the company or person takes. It comes from people doing the right thing when they think nobody is watching.
Trust does not always come from being more transparent.
I put my life into the hands of the pilot that’s going to fly the plane. I put my life into the hands of the surgeon, without knowing how many patients he cut open, and how many operations he succeeded at.
To build trust we must understand the impact outside appearances have when there is not much transparency that could build trust.
- Do we look like an organisation that is trustworthy?
- Do we display honesty where we really did not have to?
- Do we show up before we have to?
- Do we show consumers that people like them trust us?
- Do we give them ways to discover that we’re doing the right thing when nobody is watching?
- Do we do it in a way that is subtle and instead of telling them, letting them discover it themselves?
If we earn people’s attention and trust, and we over-deliver with generosity over and over again – then we have a chance of being missed when we’re gone.