Why Text Alone Fails to Build Client Trust

I froze for a minute when a client asked me “How do I know my data is safe with you?” Not because I didn’t have an answer But because I knew words alone wouldn’t be enough. After all, trust isn’t built with promises. It’s built with systems. Instead of just saying, “Don’t worry, your data is safe,” I did something different. I showed them: 👉 NDAs that legally protected their information 👉 Strict access controls (only essential team members could ) 👉 Encrypted storage and regular security audits 👉 A proactive approach—addressing risks before they became problems Then, I flipped the script. I told them- “You’re not just trusting me, you’re trusting the systems I’ve built to protect you” That changed everything. → Clients didn’t just feel comfortable—they became loyal. → Referrals skyrocketed because trust isn’t something people keep to themselves. → My business became more credible. And the biggest lesson? 👉 Security isn’t just a checkbox. It’s an experience. Most businesses treat data protection as a technical issue. But it’s an emotional one. When clients feel their information is safe, they don’t just stay. They become your biggest advocates. PS: How do you build trust with your clients?

Email is efficient. It’s convenient, easy to track, and often the default for client communication. But in my experience, it’s rarely the best form of communication to build trust and generate new work. Live conversation—conversation beyond the scope of an active matter—is far better. When lawyers pick up the phone—even just a short, unscripted check-in—good things tend to happen. Clients share more. The context of their business challenges becomes clearer. A small issue on their to-do list they hadn’t prioritized is surfaced. And often, that quick call leads a new matter or a bigger discussion. It’s easy to chalk that up to luck. But it’s not luck. It’s being present when the client is ready to talk about something that isn’t fully formed yet—the kind of thing that doesn’t make it into an email but shows up in conversation. Of course, in-person meetings are ideal. But they’re not always feasible. And email absolutely has its place. But if your only non-billable touchpoints with clients are asynchronous, you’re missing important opportunities to deepen the relationship. Live conversations create space for curiosity and connection. They allow you to share your unique vantage point, which clients appreciate. After all, your clients want you to be their trusted advisor. They also demonstrate that you're thinking about the client beyond the billable hour. And that builds more trust. If you haven’t had a casual conversation with a key client in a while, set aside 15 minutes next week (or this afternoon). Make one unscheduled call. You may be surprised by what comes out of it.

“𝐓𝐡𝐢𝐬 𝐝𝐞𝐚𝐥 𝐢𝐬 𝐠𝐨𝐢𝐧𝐠 𝐬𝐢𝐝𝐞𝐰𝐚𝐲𝐬. 𝐒𝐡𝐨𝐮𝐥𝐝 𝐈 𝐣𝐮𝐬𝐭 𝐞𝐦𝐚𝐢𝐥 𝐡𝐢𝐦?” That was the question Priya asked during one of our executive presence group coaching sessions. She was navigating a complex negotiation with a senior client. High stakes. High tension. Her instinct? Draft a “firm but professional” email. The real driver? She wanted to avoid discomfort. But here’s what we explored together: 𝐏𝐫𝐞𝐬𝐞𝐧𝐜𝐞 𝐝𝐢𝐬𝐚𝐩𝐩𝐞𝐚𝐫𝐬 𝐛𝐞𝐡𝐢𝐧𝐝 𝐚 𝐬𝐜𝐫𝐞𝐞𝐧. Email might feel safe—but it’s often a trap. Emails strip away nuance. They don’t carry your tone, your energy, your ability to read the room. And when the stakes are high, relying on email can cost you the very thing that sets leaders apart: leadership gravitas. I asked her to do the uncomfortable thing—make the call. She hesitated, then leaned in during the evening break of the training session. She started with, “This is probably not the call you were expecting…” Instant shift. The client softened. A real conversation happened. They reached alignment—and trust. That’s the power of executive presence in action. It’s not just how you speak—it’s choosing the right moment to speak up, with confidence and calm. Here’s the mindset shift we teach in our sessions: 🟡 Use email to confirm—not to convince. 🟡 Use your voice to express leadership—not just information. 🟡 Presence builds trust. Email builds distance. I’ve never had a leader say, “I wish I sent that email sooner.” But I’ve heard plenty say, “I should’ve just picked up the phone.” Every interaction is a chance to either build or break connection. Choose the medium that shows gravitas, not just convenience. When was the last time your voice changed the outcome of a deal? #ExecutivePresence #LeadershipGravitas #CXOConversations #Influence #Presence #LeadershipDevelopment #StrategicCommunication

A client came to me this morning (not happy) and said that their MSP gave them a document to sign stating that the MSP is absolving themselves of all risk because she wouldn't approve the security operations solution they pitched... If your idea of “risk management” is having your client sign a document that says “you tried to sell them a tool or service, and they said no” … ->you're not managing risk. You’re managing your liability. And it shows. This is one of the fastest ways to create distrust, kill rapport, and get fired. It instantly turns the relationship adversarial. You’re no longer a partner or trusted advisor, and they see you as someone shifting blame just in case something goes wrong. That’s not leadership. That’s fear. Let me ask you something, How do you think it makes your client feel when you hand them a paper to sign that says, 'This one’s on you'?” You don’t need a signature to prove they own the risk. They already do. What they need is clarity, collaboration, and leadership. Here’s a better way: -Put the risk on a shared Risk Register. -Document the conversation in context, not as a threat, but as a roadmap. -Identify compensating controls you can implement. -Make the risk visible to decision-makers...NOT to blame, but to educate. -Revisit it periodically. Shrink it over time. That’s how you build trust. That’s how you protect the relationship. And that’s how you lead clients through risk & not around it. If you frame risk as a “you didn’t buy the thing, so you’re at fault” moment, you’re losing the negotiation before it even starts. But if you treat it like a shared challenge that you’ll solve together, you build a long-term partnership. One built on truth, not transactions. Stop asking for signatures. Start showing leadership. Your clients won’t forget it...and neither will your churn rate. #msp #ciso #riskmanagement #business

“Trust me, I know what I’m doing.” —Every founder ever, right before the dashboard breaks, the pitch flops, or the product throws a tantrum. But here’s what I’ve learned building Clientell (through caffeine, chaos, and cringe): Trust isn’t built on words. It’s built on actions. Messy. Uncomfortable. Real actions. Here are 9 brutal truths I’ve picked up about trust👇 🔹 Own the mess, not just the wins Anyone can look good when things work. Real trust? That’s built when you own the ugly too. 🔹 Disappoint people—then fix it Missed deadlines. Bugs. Frustrated users. It’s how you respond that defines you. 🔹 Do the tough stuff Fix bugs. Jump into support calls. Stay late to unblock the team. That’s leadership. 🔹 Be ruthlessly honest No sugarcoating. If something’s broken, say it. Your team can handle the truth—they can’t handle spin. 🔹 Create a culture of ownership Stop micromanaging. Empower your team to run with it. The trust flows both ways. 🔹 Stop pretending you have it figured out You don’t. I don’t. Nobody does. Be real. Ask for help. It makes you more credible, not less. 🔹 Take risks—and fail forward Some bets won’t pay off. That’s fine. Your team needs to see you try, not play it safe. 🔹 Show you care (like, really care) People remember how you made them feel. Team, customers, community—be human first. 🔹 Let it get messy Trust doesn’t grow in perfection. It grows in shared chaos, course correction, and showing up anyway. Trust is earned. Not pitched. And it’s built one hard conversation, one bug fix, one honest moment at a time. What’s your go-to move when things go sideways? Drop it in the comments—I’m all ears (and coffee-fueled scars). ☕🔥 #RevOps #SalesOps #Salesforce #CRM #BusinessGrowth #Clientell