THE BREAKDOWN
We have all been there. A customer asks a simple question, we give a quick answer that is close enough, and suddenly the entire emotional temperature of the conversation drops. Their confidence dips. Their posture changes.
What you’ll take away
- And without realizing it, we have sprung a trust leak.
- In this episode, we explore the subtle ways consultants accidentally drain customer confidence, why those moments matter so much, and how to repair trust before the deal slips away.
- The early-career mistake that taught me how fragile trust really is
- Why vague answers, hedged tone, and “small guesses” hurt CX more than pressure ever could
- The emotional science behind trust erosion
A customer asks a simple question, we give a quick answer that is close enough, and suddenly the entire emotional temperature of the conversation drops.