“It will take me a few days to get $800,000. Is that okay?” This was actually uttered by the CEO of a tech startup when an early adopter customer was unsatisfied with the product and wanted to cancel their contract. The lesson herein is that this company is still alive, is thriving, and dominates their industry; and the customer still tells the story to peers … who buy the product. It was a most authentic statement. Here, the CEO was understanding about the customer’s desires, and the limitation of his corporate cash flow, but also the need to make things right. He may have lost a sale, but he built a corporate reputation concerning authentic relationships. The Authenticity Issue Authenticity has always been a valued part of a brand. Now it is as critical as a heart. People once allowed a lot of slop from corporations in terms of integrity … Continue reading →