I am inspired to write about trust

I learned a few days ago that we are about to lose a client….a client that has been with us for several years. It turns out that in the chain of command, someone on a higher rung has suddenly taken an interest and is moving services to another provider. No questions... no explanation... just action.

So where does the issue of trust enter this scenario? The person notifying me of this change is the same person with whom we have worked with for years, the entire tenure of our relationship in fact. She is devastated and the word she used repeatedly in our conversation was 'trust'. She is devastated because she trusts us. She knows we work hard to help her attain her goals and objectives. She knows we speak to her directly and with the objective of helping her understand, not simply to express a stance. She knows that we are fair in our billing and provide value for every dollar she spends with us. Yes, she trusts us.

I am saddened to lose a client. I am exhilarated that our relationship was founded on trust. I am humbled that it was a trust not built on a foundation of works but rather on action. I am honored that there is true sadness between both of us in the pending loss of a professional relationship.

I hope that every client we serve would know that we work hard for them, that their goals and objectives matter, and that our success is measured by theirs. And at the end of the day, we are trusted.

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