Writing on Reputation & Search

A conversation I had a while back has stuck with me. A business owner told me, “We knew it wasn’t perfect, but we didn’t think it was costing us anything.” At the time, they were talking about an internal process that everyone had learned to work around. It wasn’t causing major problems, so fixing it always seemed less important than everything else on the to-do list.

Trust is one of those things most businesses don’t spend much time thinking about until they need it. Customers are happy. Employees are engaged. Growth is moving in the right direction. When things are going well, trust tends to fade into the background.