42 pensieri su “Once trust has been broken, can you re-create it? If so, how?”

  1. I think it can be rebuilt but only after acknowledging whatever led to the disconnect in the first place and then demonstrating through deed, not words that you are capable of respecting and earning trust.
    You do not get a second chance to make a first impression, but if you measure a person not by their ability to be perfect but rather by by how they admit to making a mistake and the actions they then take to correct it, you will have a far deeper understanding of the content of their character and a more reciprocally honest relationship.

  2. I believe that you can move past the issue, although you need to do an increased level of honesty and follow-though to rebuild the relationship that has been broken. Statistically customers often “leave” without even letting a company know that they are disappointed, so I always see it as a positive element if the customer complains about how they have been treated, or if something is unfair.

  3. An honest assessment of what caused the disconnect and an apology, if necessary, is the first step to rebuilding trust. Then communicating clearly how things will be different going forward places everyone back on a level playing field. What we do speaks so loud people cannot hear what we say. Be an example of any expectations!

  4. You can rebuild but you are often out of luck as Beth stated most customers will not even tell you that they are upset they just will not come back.
    I feel the more important lesson from a situation like this is to learn from your mistake and not repeat it.
    Then next time you do not need to worry about the broken relationship and fixing it at all.

  5. We’ve also found that a regular customer survey helps us to isolate the processes, procedures and services (not to mention people) that can leave a customer less than impressed. This can sometimes provide us with an opportunity to repair a broken relationship before they’ve turned to another solution. At the least it allows us to learn what not to do in future situations as Tim mentioned.

  6. It does not pay to be other than honest with your clients. They are business people who also make mistakes so if you have built a relationship they should be able to discuss and resolve any issue with you.

  7. I think it depends on who broke the trust. If you did it, people are like elephants in that they may forgive but they never forget. If someone else blew it, then by all means, do whatever it takes to resurrect the relationship because through hard work, it will bear fruit…Trust must be earned, not just given on blind faith!

  8. great comments and suggestions.
    Seems like if you bring it out into the open and discuss it, you “might” be given a second chance to rebuild it.
    However if you blow it the second time, I suspect you are dead so to speak.

  9. 1. Acknowledge the mistake or breakdown. Listen to the full impact of the breakdown on the client. Don’t be defensive. Just listen and communicate that you heard. Often listening is enough to diffuse the situation.
    2. Acknowledge your role in the breakdown. Often taking responsibility is enough to diffuse.
    3. Allow them to acknowledge their role if they choose to.
    4. Craft a structure where the breakdown doesn’t occur again and get their agreement this is a workable solution.
    5. Restate your commitment to their desired outcome.
    6. Request more trust. Give them the permission to say yes or no. Be prepared to earn it back if they don’t freely give it.
    Clients don’t expect flawless sales or engagements. They do expect you to own your mistakes and work hard to give them what they want when they want it.

  10. Absolutely it can be regained. Take ownership and responsibility for the mishap and make things right. I agree with Beth and understand what is being conveyed however I am not sure how one revs up the honesty and integrity card if it is not high when mistakes are made then it is superficial. I am one that believes true colors will always rise to the top during good and bad times.

  11. I heard this awhile back:
    Fire, Water, and Trust were about to set off on a long trip and were saying goodbye to some of their friends. The friends, worried they may never see the 3 again, asked how they would be found if a search and rescue were required.
    Fire said, “Look for smoke. That’s where I’ll be.” Water chimed in and said, “Look for green grass and lush landscapes. That’s where I will be.” Lastly, Trust lamented, “This could be tough because once you lose me, I’m not sure how you’ll find me.”
    Disclaimer: I am not sure I agree with that story, but it sure does give you cause to do what must be done to never lose Trust.

  12. It takes a long time to build real trust but it can be shattered in a instant of poor judgement. Much like all relationships I suppose, they can be healed but it takes time, patience and consistent actions.

  13. Breaking of trust is to my mind a little different from making a mistake or acting with poor judgement.
    Picking up on Michael’s though, if a strong relationship was in place at the time of the “event”, then I believe that with a combination of candid honesty and humility there is the potential for trust to be enhanced and the relationship to grow stronger.
    Of course, such events can also show us very clearly where the relationship was built on other than sincere terms, and may well reveal a client whom we would perhaps rather not continue to work with.

  14. Its important to have respect for the customer’s agenda, rather than pushing through with your own. Listen, learn and indicate by your actions that you’ve understood the issue and are doing your best to rectify the situation. Demonstrating your integrity can strengthen the relationship as you work with the customer to find the best solution.

  15. [Trust has only be EARNED after the passage of TIME]
    Don’t ever take it for granted there will be an second chance.
    If it is broken, it can’t be rebuilt no matter what you do in time.
    It never be the same again.

  16. problems are only opportunities when you are not the one who blew it in the first place…I believe in forgiveness unless we are talking about money…fool me once, shame on you, fool me twice…shame on me!

  17. I believe it’s difficult but it’s possible, at the end it all relates to how honest each person is in the relationship at all times. If one person feels is being fooled by the other all the time, he might not say it, but trust is well gone…

  18. Of course you can create “new trust”, its more difficult than the original trust and people aways remember the old trust, the most important thing to rememer is its not as sweet and its far more expensive that the old trust.

  19. In life and in business you are judged on your words and your actions. It will determine who you are and where you will go. Once you brake somenone’s trust it will be hard to come back. Time may present the opportunity to gain the trust back, but don’t count on it.

  20. Find someone to blame! Just kidding. Take accountability be serious about the solution and manage out any other possible damages. Oh and start prospecting because it is easier to build trust with a stranger than it is to fix broken trust with an existing business partner.

  21. Yes you can create new trust but new is really not better and is it worth the price for the hoops and nonsense….some times it is better to cut it clean and start anew and learn from mistakes of the past in order to improve the future.

  22. In my experience, saying your sorry and owning your mistake/s is always the first (and biggest) step, the next is asking what you have to do to fix it. Even if you weren’t the one who made a mistake – in sales your the one who has to call the client and eat humble pie – there is no point passing the buck or trying to make excuses, all that does is erode trust more. The final step is to make small agreements and KEEP THEM! Don’t make promises you can’t keep.
    I have taken over accounts were the client has hung up on me the first time I called because they have had such bad experiences with my predecessors and I’ve rescued the relationship. I have also had to call people and tell them I’ve screwed up – they always appreciate the honesty and most are willing to give me a second chance – those have often become my biggest clients, because they know they can count on me to tell them the truth and be responsible if something goes wrong.
    People don’t expect you to be perfect, but they do expect you to clean up your mess!

  23. When you say, you have my word, you are staking your credibility. Hence ensure the comitment is absolutely well covered and adhere to promised timelines.
    In case where you have to be involved in the cleaning act, give your full thrust, time and passion in the reorganising process, erase the anamoly and be gracious to accept further criticism in your next meeting, about the episode.
    Getting criticized and accepting the same is a strenghening process and helps you to rebuid the relationships. It is a chequered route but dare yourself to beat all the heat and reach the end of the road, smiling.

  24. The industry standard is very high and there’s a lot of pressure to deliver the best quality, the fastest service or terrific value for money. There will be mistakes. No company or individual is perfect. There’s a lot of great suggestions how to go about repairing a business relationship, assuming the error was an honest one.
    The answer is in your attitude. It will determine how you deal with the situation. Honestly, if you’re having a bad day, don’t deal with an angry client. I promise they’ll be angry tomorrow. Fix yourself first, take a deep breath, then conquer the world.

  25. Apologize. Let the customer know exactly what you did which led you to earn the customer’s distrust. It canhappen to anyone. Nobody is perfect. Not even salespeople.

  26. Michael
    Breaking trust is a little more than an opportunity from a problem. Trust is personal and this takes awhile to mend if ever. Like many stated here openness is the key. Humility can go along away in regaining the trust.
    I had a friend break my trust years ago, we never cleared the air and for me the friendship has never been the same.

  27. We are still friends however I always felt differently toward him after that. Does he even notice or did he ever know how I felt, probably not. To many it probably was not that big of a deal to me it was. We never did talk about it jokingly or anything.

  28. If it was real trust and it was truly broken, it can never be re-created. Repaired with scars, maybe, depending on the depth of trust and nature of breach, but never re-created.

  29. Trust is the easiest thing in world to lose and the hardest thing to get back . To be trusted is a complement than to be loved.

  30. mutual positive attitude between the prospect & seller may be the answer for new customer, while a quite big deal of past nice satisfaction in relation & experience with client may help to retrieve it back if honesty & care still present

  31. Just like any relationship, it takes time to rebuild trust and it has to be earned back. You need to find out how it was broken in the first place. Your fault or not it can be rebuilt, just takes alot of time and effort, you have to decide if it is worth it, or move on.

  32. Nice question! If you understand how emotional the hurt was, and that can only take time with love and patience, then you can get a gage on how long it will take to rebuild. All trust can be rebuilt; it depends on the party’s involved commitment. Everyone is different when it comes to the healing process, time can be longer for other than for you or vise versa.

  33. Trust is like a mirror. Once it’s broke it can be fixed but you can still see the cracks in the reflection.
    So my question is….can you repair broken trust?

  34. Maybe you can’t reclaim the original status of the relationship, but perhaps an unleashed openness can create a new beginning, with a stronger, healthier, more realistic trust and faith in each other. Is that person important enough to you to want to trust them again, or to earn their trust again? If not, move on, or let them move on. If so, let them know it and fight for the relationship.

  35. I would support Cindy’s point.
    If you sell something to someone you don’t have a relationship, just a sale.
    It is when you have a problem that you engage.
    Fix that problem well and you have created a much more committed and loyal customer.
    You’ve often also created an evangelist for your company.

    A first break of trust can be fixed, though – a second one can’t without major changes in the team dealing with the customer.

  36. Statistically it is very difficult to mend relationships with customers once trust is broken. To be given a second chance requires an action plan with buy-in from the customer and the customer will want to see concerted efforts over a LONG period of time before they wlll trust you again.

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