I run a digital agency called Ziffity.
Couple of years ago, one of our customers credited $100k to our account. They mistakenly double paid on a few of our invoices. We called up immediately and informed them.
Customer said to keep the money and adjust in the next billing, that day, I realized that this customer has high trust in us and informing them quickly about the error had increased that trust further.
Another customer said, I am so much at ease working with you because you guys are transparent, it is like a glass door, I can see through, and that was missing with my earlier agency.
Trust is not hard to build, if you are honest, transparent, and communicative with your customers, you can gain their trust. High customer trust can lead to long term contracts, sustained earnings, referrals and of course happy customers.
Remember that when one customer loses trust, it is usually not one, there is a domino effect. Affected customers will talk about mistrust to several other prospective customers, with social media this can be amplified 100x or more.
Irrespective of whether your customers chooses to use the power of social media or any other channel, it is our duty to gain their trust and serve them well.
So, above all, never lose the trust of your customer, one can never succeed in business by going wrong on customer trust. And the same is true for employee trust, guard them at any cost.