Scaling is a matter of trust

There are numerous articles every week on how to scale and grow a company. Startup metrics, growth hacking, technology choices. While they are all important, there are many other traits that also affect the growth rate of a company. I would argue that trust is one of the most important ones. It is a recurring theme in both my own projects and others that I look at.

First there is gaining, growing and keeping the trust of your customers. Here are three examples of not doing that very well (even if two of the companies admittedly are doing well anyway).

• It can be designing in a way that leads to the desired result of the customer without unwanted surprises.
• It can be stating changes in a clear way that aligns with what the customers were expecting. Or at least explaining why the changes are necessary, in a good way.
• It can be simply keeping your service up and running consistently.

...