Without Trust, You've Got Nothing



Peter Shankman talks about trusting a brand

Peter Shankman talks about trusting a brand



Billy Joel had it right. It truly is a matter of trust. If you can't trust a brand - a company - a person - nothing else they do will ever matter. Your job, above all else, is to make sure your company, your brand, heck, even you, are trusted by everyone with whom you interact. Because even just a little bit of mistrust can cause lasting damage.

Example: I'm an Apple fanboy. Have been since the 80s when my dad bought me my first Apple iie. (10 print hello, 20 go to ten, run.)

When the Apple Watch came out, I was first in line to get it, if only for the health tracking features. I love being able to work out, have all my info sync to my watch (and by default, Apple Health,) without having to do anything. It's seamless, and for someone with ADHD, having a daily calorie "streak" going is the ultimate tool to make sure I get up the next day to keep that streak alive.

So fast forward to this past January 1. I did a 90 minute bike ride, beat my calorie goal for the day right there. I look at my watch, there's the data, all good. A few days later, I happen to be scanning my info, and I notice my 600+ day streak is now at THREE DAYS. I nearly died. Sure enough, that long ride on 1/1, for some reason, "disappeared" from my watch, and Apple Health believed I only burned 20% of the calories needed to complete my goal that day. Tweets to Apple went unanswered, and even a visit to the Apple Store was fruitless (pun intended.) My streak was gone.

I sucked it up and started again. Got over 40 days, feeling good, and sure enough, yesterday morning, I noticed that I was back to three days. Another workout was "missing," despite it having been there when I checked upon completing it.

Does it matter that I'm missing the streak? Not much, as I can rebuild it, which I will. What DOES matter though, is that I now trust the entire Apple ecosystem, (on which my life is built,) just a little bit less. Who knows if this is going to happen again? The "conscious-trust" that Apple had spent years building with me isn't there anymore. Now I've got to make sure, each night, to check my watch and my numbers before I go to bed. And that's frustrating, because who knows what else they might screw up or forget in my world? Alarm clock? iCloud drive files?

Here's the thing: Had Apple replied on Twitter, even just to tell me that they were sorry, but the streak was gone, I'd have kept that trust. We all make mistakes. We're humans. But to make the mistake, and then not care in the slightest about the problem? That's where the disconnect comes in.

Be transparent. When a client or customer has a problem with something you did or didn't do, own it, get in front of it, fix it, and let them know how you're going to prevent it in the future. That's literally all you have to do nowadays to keep a customer. Sadly for Apple, that didn't happen. Am I going to leave? No. But the next time a new upgrade comes out, I probably won't be so quick to be at the front of the line.

One extra thing:
1) I'm SO happy to say that my Speaking and Storytelling Course with Scott Monty and myself is selling like crazy! You can become a paid public speaker in 2021! Grab it here - Six lessons, 15 classes, all taken on your own schedule, and it even comes with free one-on-one answers to your questions from Scott and myself! 

That's it! Stay safe and healthy, drink water, and get more sleep than you think you need.

Much love on this Wednesday,

-Peter



Other articles by Peter Shankman


  • The value of your time = The value of your mental health

    What is your time worth to you?

    Your mental health and your time are closely related. If you're constantly running around complaining that you don't have enough time, that has a negative effect on every aspect of your life. If there's an easy way to fix that, I can't imagine anything in the world more worth the spending of a few extra dollars. read more »
  • I turn 50 tomorrow

    Here's my birthday wish for you

    (If we've been communicating for longer than a year, you've received this before. But that said, it's good to reread. It's good for all of us to reread every once in a while. (And I added a new one at #10.)) read more »
  • What to do When You're Having "One of those Weeks"...

    Just breathe and realize you can't control everything

    Ever have a truly horrible week, where within the first 12 hours, you know it's not going to get any better? Yeah. That's me this week. read more »
  • Lessons from the African Plains

    You don't know your own power until you use it

    We don't know how strong we are until we're called on to be that strong. We don't know our power until we stand up to a bully, until we stop caring what others think of us, until we demand better service, until we raise our prices, until we stop allowing ourselves to be taken advantage of. read more »
  • Embrace your fear

    Use it to your advantage

    The key is to embrace your fear. To let it wash over you, and to channel the energy, the excitement, and the chemicals it produces, and use them to your advantage. read more »
  • Resolutions Fail. Rituals Succeed.

    Peter talks about succeeding in the new year

    Best selling author, Peter Shankman, thinks resolutions are the stupidest things in the world. They rarely succeed, because we're a society that values "instant wins," and you just don't get them from resolutions. read more »
  • What's your Decision Altitude?

    Don't miss out by being indecisive

    Skydivers have a bunch of interesting traditions. Specific fist-bumps before exiting the plane to keep us safe. Being hit by a pie after your 100th jump. But one of them is deadly serious. It's called "decision altitude." What is yours? read more »
  • Stop being so damn hard on yourself

    Advice from motivational speaker Peter Shankman

    You deserve to be treated kindly by you. That's it. That's the sentence. read more »
  • Turn your weakness into a badge of honor

    Start thinking of them as gifts

    Stop thinking of your weaknesses as weaknesses. Start thinking of them as gifts. Because if you allow them to be, that's exactly what they are. read more »
  • Never Change to Match Your Surroundings

    Just be you

    Peter Shankman talks about driving home a lesson in being yourself with his daughter. read more »