I was out and about on Sunday night, so didn’t get a chance to catch up on Tara Brown’s 60 Minutes interview of Belle Gibson (The Whole Pantry) until tonight. If you haven’t had an opportunity to watch it either, click here (and then jump back and give us your thoughts below!).
When you watch the interview, you can’t help but feel angry and frustrated for those who have been misled and ripped off.
Unfortunately for Belle, her personal brand and word now mean nothing to the thousands who have been misled and the many more thousands who tuned into 60 Minutes last night.
Her name – which once represented so much trust, hope and inspiration – now means nothing and her brand The Whole Pantry and her personal brand have suffered irreparable damage.
The foundation of a strong brand is TRUST. Once you lose trust, just like in any relationship, it is gone. G.O.N.E.
Why? Because your customers;
- Trust that you will do what you say you will do
- Trust that you will deliver
- Trust in the quality of what you do
- Trust in what you say
Build it, and work hard not to lose it!
The Lesson To Learn
When you stuff up – which you will, at some time or another in business – come clean as soon as possible.
Remain transparent. Apologise. Make amends.
Don’t make excuses. Don’t try to blame your uncle’s brother’s cat. Accept responsibility.
Once you gain the trust of a loyal following, you need to be honest and do what you say you are going to do in order to keep their trust and continue romancing your customers.
Don’t ever take your loyal fans for granted x
Did you tune in to the interview? What did you think?