This will be the only podcast I record that will share the same title as a classic novel. However, the topic is important as it is your capability to be earnest with your customers that will make or break your business.

What does Ernest mean?

According to the dictionary it means serious and zealous in intention, purpose, or effort: an earnest worker. showing depth and sincerity of feeling: earnest words; an earnest entreaty. seriously important; demanding or receiving serious attention. noun. seriousness and zealousness: to speak in earnest.

Why is this important to me?

Simply because the result of being earnest with your customer is the creation of trust. It demonstrates that you respect them. Your service or product may be mission critical to your customer. Your customer may be coming to you from a desperate place. You have a responsibility to deliver, to help them and to be dependable.

The importance of customer trust

Without trust your business in doomed to fail. Trust is a insidious thing. It can start to wain long before your customer abandons you or before you detect it fading. It is hard to measure and difficult to put a value to. But once it has gone it is very difficult to get back, especially for individual customers.