Marie Forleo introduction


I'm Marie

You have gifts to share with the world and my job is to help you get them out there.

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There’s one word that’s been buzzing around every bit of my life lately, and I believe it’s one of the most important words in the world.

That word is trust.

Trust is that beautiful feeling deep in your bones when you just know someone is true, honest and real. There’s integrity and reliability that’s born from a mutual sense of humanity, and respect.

Build your business on truth and trust will build itself. Click To Tweet

And if something goes a little haywire, it’s barely a blip on your emotional screen. Because when you fully trust someone, you know you’ll be kept in the loop.

You know that no matter what happens, you’ll be treated with kindness, care and respect.

Trust is big in every corner of our lives, and it’s absolutely vital in modern business.

That’s why I was soooo thrilled when one of our readers asked a question about what it takes to create and communicate trust in your business.

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Check out this episode on The Marie Forleo Podcast

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In its simplest form, creating trust means expressing love. Love in the form of genuine care for another person’s well-being: emotionally, physically and financially.

And this simple idea turns building a powerful business into a personal spiritual practice.

Now I’d love to hear from you. Specifically, what makes you trust someone enough to do business with them?  Are there any do’s or don’ts you’d like to share — whether from your own business or from being a customer of someone else?

Leave a comment below and let me know. Add as much detail as you can and do be respectful if you plan to share a cautionary tale where trust was lost (in other words, no bashing or trashing, please).

Remember, thousands of bright and incredible souls come here each week for strategies, insight and inspiration. Your story may be exactly what someone else needs to hear right now, so don’t be shy and share away.

Important: please share your thoughts, stories and ideas directly in the comments. Links to other posts, videos, etc. may be deleted as they can come across as spammy.

P.S. There are now 2 of 3 videos up for B-School 2015. If it’s something you’re interested in, head on over and check them out now. They’re really good!

Thank you in advance for watching, commenting and sharing. You’re the BEST!

With so much love and appreciation,


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  1. Hey Dirty Smurf,

    I’ll stay out of the mushroom, thanks!

    What I would add to your own amazing tips is… when you are providing customers with ‘exactly what is happening next’ always stick to what you have said or promised.

    This way you become trustworthy and reliable.

    There is nothing worst than when a business says they are going to do something… and then they don’t do it

    Thanks for another amazing episode


    PS – Blue looks good on you

    • So true, especially for online products/services! Sometimes a sales page makes the actual item sound better than it is. That can feel very frustrating as a customer, leaving a feeling of being “duped”. Trust-breaking for sure!

      • Hi Wendy,

        Unfortunately that is a risk when purchasing online. What I was mainly referring to is the delivery.

        For example when Marie talks about B School.

        Imagine if she was to say B School will be ready in 6 months time. And in between this time she was promoting it, sending emails to subscribers and always talking about how amazing it was.

        Then 6 months past, but… There was no B School and she realised it 3 months later instead.

        We would lose trust in what she says and doubt the advice she gives.

        What I meant was whether you offer same day delivery for your jewellery business or you have a countdown timer for your next online product…

        just stick to what you’ve promised!


    • This really makes a lot of sense for me, I never write about or put anything out there that I don’t resonate with myself. If I tried to do this with something that just isn’t me I know it would totally come of as inauthentic and I just can’t be fake!

      • Hi Renee,

        Me too, agreed!

        Before I talk about it, I have to of… ‘tried and tested’ it out, be currently doing it or have experienced it so that I can provide the best value I can.

        When you think about (putting business to one side). If you needed advice about something like a divorce or buying your first house you would ask someone who has been there before like a friend or family member because you know they have been through it.

        Once you customer’s know that you have really been ‘through it’, they trust you more.

        In fact having been ‘through it’ helps me really get in my customer’s shoes and know what they want because I once needed those things to.


      • But we still can trust with people the way we bring value to them. If something help for me I will tell people know that, I believe trust person and who achieve great value if they know what they are reading or working with.

  2. One of my favourite pieces of advice with regards to building trust and character in your business and your life comes from Danielle LaPorte. She says, “Do what you say you’re going to do”. And every time I think about making a promise or declaring something, that quote always grounds me and makes me think, “Am I actually going to follow through on that?”. It’s a total game changer for me.

    • Love that! Thanks I needed to hear that. 🙂

    • That is basic part build your trust. Congrats

  3. Trust is so huge!!
    Building relationships- offering help- giving value really builds trust and allow you to position yourself quickly as well.

    This a great episode and I know it will help many business owners take their businesses to the next level.

    Transparency and honesty is very big like you mentioned and my favorite:

    Value- Value- Value.

    Love it!

    • Right on Kelita 🙂

      • Vermilion

        Hi Kelita,
        I am sure you can help me with a question. I always wonder what is of “value” to my customers ? How do you find that out ?
        I often hear “high value content” but sometimes have no idea what “high value” is to them and they themselves don’t know that most of the times.
        I’d appreciate your help with this so much. Thank you

    • Vermilion

      Hi Kelita,

      I am sure you can help me with a question. I always wonder what is of “value” to my customers ? How do you find that out ?

      I often hear “high value content” but sometimes have no idea what “high value” is to them and they themselves don’t know that most of the times.

      I’d appreciate your help with this so much. Thank you

      • High-value content in my personal opinion is content that you can take and sell if you wanted to. You want to provide value you want to provide not a lot of fluff and airy information but information that is helpful to your target audience. What could you possibly sell put a price tag on but you get away for free because you know it would help your audience or your potential client for your potential customer.

        So let’s just say that we are talking about blogging and someone and you did a webinar on how to start a blog most people would think well if you do that whole webinar on how to start a blog no one is going to pay you for that information or for instance I have a Facebook group and the advice and feedback that I give and that group is very in death then high value and most people would say but then what do people pay you for so is all about thinking what can I help my potential clients and customers with without thinking about money money money.

        If you want to talk about it a little bit more and shoot me a friend request on Facebook and I will shoot me a message let me know your questions I’ll be happy to answer –

  4. Oh, this is a great topic!

    As an intuitive and an empath, I “feel” into people before I work with them. Early on, I let my head lead and ignored my intuition (aack!) and got burned.
    Once I caught a clue, I go by that 100% and it’s never failed me yet.

    I’d say tune in, hand on heart, and ask “how do I feel about this opportunity or person” – if it feels expansive and YES! go for it. If you feel indecision or constriction, step back and review the opportunity. Once you get clear about what makes you feel expansive, you’ll know it right away and can trust that 100%.

    As for being authentic in my business, I am fortunate that my online voice (writing) is exactly my in-person voice (always has been) and when people talk to me, they immediately feel comfortable and safe that I’m ‘the same person’ whether it’s on a podcast, in a post or live. That goes a long way with creating trust.

    After all, people are opening their hearts, souls (and pocketbooks) to me – I take that very seriously and want them to feel safe and cared for.

    Happy Tuesday to everyone!

    • Beautiful 🙂

    • I totally agree about the online voice = in-person voice. When a person writes the way they speak, it’s much easier to trust that they believe in what they say.

      It’s so easy to get caught up in trying to show how much you know, or trying to sound super professional that your writing ‘voice’ can come across as preachy or stiff. Something feels off when I read copy like that, and even if I don’t understand why, I don’t feel a connection and hence I don’t even think about whether I trust that person or not. It’s likely I won’t ever come back to that blog or I’ll unsubscribe from that newsletter.

      I guess what it comes down to is a disconnect between what you want people to believe you are and who you actually are. Like Marie says, honesty and transparency go a long way to building trust.

  5. Hey all! I’m going to be real here for a minute. One of the things that opens me up to trust is when you do what you say you are going to do. I find it funny to expect it from others that I do business with when I have trouble doing this myself. More than I care to admit, I make promises to do things for others that I ultimately don’t do. I am aware that I made the promise. When I made the promise, I fully intended to do it. Yet, I don’t. I really hate that I do that and I hate letting people down, but I still do it. Man, this is hard to type.

    I’m reading a book called Call Off the Search by Andrew and Anna Wallas and it is one of the hardest books that I have ever read in that it is all about healing heartbreak, shattered dreams, and disappointments by exposing the pain, feeling all of it, and healing from it.

    I have this resistance to delivering. I consciously make the promise and my subconscious wars with me to deliver since there is this inherent fear of failure. Why even do it if it will take me closer towards success aka so much more to lose when I eventually and inevitably will fail? Maybe by exposing it in such a public forum will help me heal this. Thank you for reading all of this.

    • I see you, Biba, and you’re still beautiful post-confession. <3

    • Lucy

      Ms Pillowz, you should read The Big Leap by Gay Hendricks. That’s all about over-coming your upper-limit, the thing that sabotages your success. Good luck with overcoming this obstacle.

      • I have it on audiobook. For whatever reason, it didn’t grab me, but maybe it was because I wasn’t really ready. I am going to give it another go. Thanks Lucy. 🙂

      • I’ve never heard of it. Sounds interesting Lucy. What is an “upper-limit?”

    • You’re so brave to write that! And I know it’s true for me a lot of the time. I justify it by having other important things that get in the way, but of course I can’t really justify it, because I’ve allowed myself to make a commitment to something which I don’t give importance to. I obviously think I’m committing myself at the time, but equally obviously I’m only really making a commitment if I follow it through.

      I think it comes from being abused as a child, and maybe that’s the same for you. This teaches us at a very early age to please other people – and as we grow older we don’t drop the deep insecurity that brings, so we try to appease people (in our subconscious) – but we no longer feel threatened enough to feel it’s essential to do what we’ve agreed to do.

      That creates a big problem for me with the Success Parenting project I’m about to launch! I work really well with a team, but I can’t expect to build one if there’s nothing for people to see and sample. The irony is that I’ve learnt so much from the chaotic life I’ve led as a result of the abuse, and that’s what gives me the insight into what snags other people!

      I know I’ve got so much to offer: other people have told me what amazing insight I have, and how powerful it will be when put in the service of helping parents to bring out the best in their children. With the extraordinary power of the internet, coupled with building group support networks locally, this has the potential to rock the world – but I’ll be rocking my own world as well, and that feels really scary.

      Thanks for giving me the opportunity to understand at least one aspect of my procrastination. And of course thanks to Marie for her trustworthiness which allows real exploration of our selves to surface for discussion – even in the relatively public light of this comments section.

      • I’m the same Ms Pillowz. I find it really hard trying to do everything solo and still be able to deliver what you know the business (and customers) need and deserves!

      • Wow…

        When I wrote this, I felt a lot of resistance. I hold this community in high regards and I honestly didn’t think that others here experienced the same thing. I remember a quote from Kamal Ravikant which said, and I’m paraphrasing, when something scares you that means that there is magic on the other side. Writing this scared me. I hit the comment button as fast as I could before I deleted it or edited it to something that felt more comfortable or safe to me.

        I sat here for a few minutes and said to myself, “Wtf did you just do? Are you crazy? Why would you do that??” Then the magic happened. This sense of relief overcame me. I had no intention of coming back to see if anyone responded. A friend encouraged me to do so and I am so glad that I did. The magic continued. I was enveloped in support by all of you. Then you posted this comment letting me know that I wasn’t alone here and, more importantly, that it gave you the courage to share your truth here too.

        Despite how this started out, having felt sheer terror saying what I said in this dynamic group of phenomenal people, I feel so overwhelmingly blessed for having put it out there. I could just cry tears of joy right now. I feel so free!! I am so grateful to you and I wish you the absolute best. 🙂

        • Hello Ms. Pillowz

          S glad you found he support you were looking for. It is that “I thought it was only me” feeling that holds so many of us back!

        • I discovered my abuse 10 years ago – and it’s still buried in my subconscious, where I presume I stashed it so I could lead a half-normal life. I congratulate myself on not becoming an abuser, but more than that, I’ve recently been able to develop an amazing feeling of gratitude for all the challenges I’ve had in my life, and gratitude toward the perpetrators.

          How could I be the person I am today without all the learning I’ve gained from those experiences? And what kind of terrible life must the perpetrators have experienced to be in the frame of mind to do what they did – not just to me, but to so many others as well? Have they been able to reconcile their own lives? What if they’ve moved on out of this physical life without understanding?

          Reflections like these have led me to use compassion, consciously and deliberately, to purge myself of the resentment I used to feel, so that I can move on not just unfettered by my past, but actually empowered by it. It’s a very strange feeling, because on the one hand you’re thinking “They’ve done me a real favour”, and on the other hand you’re thinking “There are still some of these bastards ruining other people’s lives!”

          It must be a secret of the universe – something which can never make real sense in our physical world, unless we also embrace the concept that everything is perfection. Then I see kids being bullied by an entire education system, and start feeling really angry!
          “But everything is perfection.”
          “Oh yeah? So you think it’s OK to push kids around and make them feel insecure for the rest of their lives?”

          Where do you go from there?

          Congratulations on your new-found freedom! For me, I find it’s entertaining if nothing else! I hope you’re able to get meaning out of everything. And thanks again for your original post! 😀

    • Hi Ms. Pillowz.
      Someone said, when we teach something for other we will have more clear about it. When we help other achieve things we can do they want that also mean we deserve get back.

    • Ms. Pillowz—- Did you jump into my brain and type this out?!?! Because I swear, I could have written what you wrote. Minus the reading of the book, which now I will have to check out.

      But don’t you hate it?!? And then it makes you look like a total flake/asshole for lack of follow thru): Obviously not our intentions…

  6. Great video, useful advices. P. S. I absolutely love your dress 😉

  7. “If I don’t feel it, I don’t do it.”

    Absolutely agree, Marie. This is how I navigate life, in general. The authenticity piece is key, not only for the consumer but for the creator.

    The most important thing I got out of this is just say no to Dick…um…the ferret. 😉

  8. Trust helpers: make your prices freely available, provide examples of your work, be classy when someone leaves you a negative review/comment, reveal yourself visually or audibly on video or a podcast, have clear and detailed FAQs, demonstrate a passion for being helpful to your audience.

    Trust wreckers: snarky ‘work with me’ terms, a purely automated social media presence, sales-y emails as a rule, unwillingness to be transparent about your business model, sloppy writing.

    One way I try to build trust in my own business is by providing income reports and blog traffic reports. I find people appreciate the openness. (And heck, it’s fun to do!)

    • Love the “trust helpers” vs. “trust wreckers” – fantastic work Erika! Clear, on point and true! Thank you for sharing 🙂

      • I also love your breakdown of “trust helpers” vs. “trust wreckers.” Thanks Erika 🙂
        I find that consistent follow-through helps build trust. When people experience you reaching out to them in a consistent and authentic way you gain their trust overtime. Don’t think of sprinting to a sale in your business, instead settle into a consistent pace and run the marathon with your clients. Then you’ll both win trust in each other.

  9. We reckon our brand is hugely trusted in our market.

    The way we’ve done this is to think of each of our customers as though they were a very dear friend or a loved one. This then is how we treat them. We want to solve their problem, heal their pain, make things better for them. It matters INCREDIBLY to us.

    On those rare (less than a handful in 22 years) occasions when we’ve screwed up, we love bomb them – again, just as though we had let down / disappointed / failed a loved one. We want to make amends, make it better, do better.

  10. Rox

    Love this! My motto (stole it from someone somewhere through my career and wish I could give them credit!) to build and maintain trust is: Under-promise and over-Deliver.

    It worked for me whether applied to my relationships with employees who supported me or executives I supported. Come to think of it, it was most critical when I was the Executive! Now, as I am starting a new business, I bring this to every relationship professional and otherwise.

    Thanks for this post!

  11. Hello Marie,
    Thanks for this video. Very helpful.
    As an interior designer, up in Québec :-), I’m also preoccupied by gaining the trust of my clients. That process explaining step by step what we are going to do, seems to work for me. I will work on that even more, after hearing your awesome advices.

    • Janice Tranos

      What a sensational, inspiring & informative video!
      “Process” per say is the absolute dynamic of a designer & creative, but it is conceptual ideas that you are suggesting and entrusting to the client to accept or at best acknowledge to begin a good working relationship. So, to explain this process even more than the ideas is the best guidance to assurance that your building an open and transparent dialogue even if it provokes questions & concerns on their behalf. The devil you know is better than the devil you don’t know and we all can go forward & learn with each other on an exciting adventure in getting the job done that you “imagined”

  12. Keeping people’s confidence is key to building trust. When I have a conversation with a friend or client, nothing gets repeated elsewhere.

  13. This is a very nuts-and-bolts kind of addition, but I learn to trust businesses (especially online businesses) via how they present themselves on social media. Do they come across as likeable? Are they consistent? Are they replying to other customers? These are all things that help me gain the trust to purchase.

    Thanks for another helpful episode. 🙂

  14. Tahiyya

    Love the video.
    Trust with me goes out the window when people immediately start discussing what they charge. If you can sell me on the outcome I don’t care what it costs I’ll find a way or put it on my vision/manifestation board. 🙂

    • Tahiyya, this is an awesome insight. I’m with you — if it’s a result I truly want and am committed to, I find a way. Thanks for this.

      • Brooke

        So myself as a service provider, do you feel it’s “tacky” to say “my services are fun, professional and affordable? (I own a brow bar)
        Thanks! =)

  15. I can’t believe today’s video was about trust! While driving to work this morning, I was wondering what kind of refund I should offer to my clients, to make sure they trust me.

    Thank. You. So. Much.

    Refund is not about trust. Trust is about ME. I’ll work on that for sure, to develop great relationships like you do, with us. I am grateful for this video and for you, Marie, and your team!

    This kind of connection we get with people like you, Gabrielle Bernstein, Mastin Kipp…is everything I need to trust. I really feel you are true to you, but also listening to our needs.

    Thank you! 🙂

  16. I would agree with what people have said above about the importance of integrity (doing what you say you’re going to do) and transparency.

    For me a huge trust builder is accessibility. If I can get a good idea of who you really are – through your blogging, social media, about page, emails, etc. – then I feel a lot more likely to trust you. If you hold back and share few details of your life and how you operate I will be less likely to dive in. In regular life I always feel closer to people who are open and honest about their successes AND their struggles, who aren’t afraid to ask for help, and are willing to share what they’ve learned. People who do this in their businesses have my loyalty for life.

    Behind the scenes peaks into someone’s business and life are great too – I can’t get enough of that stuff!

    • Hey Stephanie! Thanks for that reminder. Like you, I’m into the behind the scenes stuff too. I find other people’s creative process fascinating. Howard Stern (whether you like him or not) is masterful at getting folks like musicians and comedians to reveal how the create.

    • Yes, I love this stuff too! It makes me feel like they’re a friend. It’s another layer to treating your customers like friends… you’re also treating potential customers as friends. Showing you really care.

  17. To me , three things build trust, and hence respect, and its the TIP principle:

    Technical Competence: You can actually do the job you say you can.

    Integrity: You are honest with the customer at all times

    Personal Courage: If it screws up, you have the backbone to make the call to the customer telling them they are not going to get what they asked for.

  18. I love that you revealed the hidden secret that refunds don’t work for everyone, or every business model. I so agree!

    I once saw the most brilliant offer where, if after going through her online program you weren’t satisfied with the results, she would give you one month of free coaching to get you to your final goals.

    It wasn’t a refund, but it was a trust factor that A) not only did she believe the program was going to work, but B) she was instantly trustable because I knew she was dedicated to helping me achieve my goals.

    Now I suggest that idea to all of my coaching clients! And the results have been phenomenal.

    Thanks so much for sharing these two other great tips!

  19. Dear Marie,
    thanks for opening this conversation…I have a particular view of this subject, that perhaps will irritate some readers…
    When someone is pitching me some product, either be it software, training or coaching to improve my business, my first question is:
    After I buy X product, am I going to be left alone to use it, or will I have some intervention by the seller? Of course, the response is: “We will have Q & A webinars, so you can ask your questions…” NO, this is not enough. Is the seller showing a personal interest in my business? Will this company check back and evaluate the impact of their product in my biz, and if find it lacking impact, will they do something extra so my biz can progress to some of the levels offered in the marketing pitch?
    Here is where I finish not trusting sellers…even people that have intelligent, great products being sold in the thousands…I don’t want to have the perception that I’m the only one not having thousands of buyers, (or any other success indicator), after paying the fees, and having only the response: “You can get your money back…”
    Nobody understand that is NOT a question of money, but being able to trust; is a question of having a true partner watching implementation and helping develop my biz in the precise aspects I can’t strategize and implement by myself.
    I’m still waiting for a shared project, agreement or involvement with me and my biz that goes beyond having me as a paying client, and shows me a real interest in watching the application of the coaching, training, etc, so we both can verify results. Hey, this could mean splitting results at 50% also…if the biz fulfills its mission, it is worth it!
    How do I verify that my coaching provides the promised results? I do call clients, long after they contracted my conflict coaching services, with a list of questions, among them: “What else did you need then, that you would like to see now included in the package of coaching services, to get faster, or better results?”

    • Great points Nora. So many internet marketing whiz kids are quoting their thousands of sales, without even checking to see if people are actually using the stuff they’re bought. If you’re short of ready money, and someone offers and upsell at a big discount, but “only if you buy it now before you leave this page”, to me that’s tricking people into making a purchase of something they think they may need before having a chance to try out the cheaper product they’ve already bought, and doesn’t qualify as an honest sale.

    • Melanie

      Nora, To me it sounds like what you’re desiring is more of a Mastermind program. I remember Marie describing her Adventure Mastermind, I think it was, where she would put each participant in the ‘hot seat’, drilling into their personal business model & implementation. She got to know about each of their businesses personally since the group was limited to about 20 participants or so. And it cost more too, since she was giving more intensive involvement & personal attention. Just saying, what you’re looking for is out there, it just may cost even more money than a mid-tier program. Look for either personal coaching/mentoring or into mastermind groups.

  20. Hello,


    I am an art curator and artist advocate and artists often ask me questions surrounding ‘trust’. I would add to this by saying that in our industry, it is not always easy to deliver what you promise – especially when it comes to commissions as mentioned, because of the nature of how an artist works – it is often a free-flowing, organic and inspired process that brings surprise to even the artist executing the work! Thus relating to Marie’s tips – yes I would:

    1/ build trust by presenting what it is you do – here you can show your portfolio history, examples of previous works – if you are in the same city, invite your potential client to your studio to see the works in person. If it is an online sale – send more documentation about what you are doing in terms of exhibitions, if you have won any prizes, send photos of previous commissions. And talk about your work. At the end of the day, people LOVE (as Marie did) that direct personal connection with an artist – if they feel like they know the artist, and can chat and gain insight about the artist’s technique, chosen subject matter, it really enriches the client. This will help to build trust and a lasting relationship that might lead that client to follow you, buy more work and recommend your work to others.

    2/ setting expectations. This is hard for artists! What I do when commissioning artists for jobs is to give the client all the above information (there is a reason why trust is said to be ‘built’!) and the expectation that I would set for the client is to always, ALWAYS let the client know that the work will never be exactly as the one in the photo that they like (for e.g.) – that there will be subtle differences in colour, but the subject matter, the palette, the dimensions and the technique will be the same but this commission will be unique in its own right and that is the beauty of art.

    On this final point, I always reference the above in my terms and conditions and have the client understand and sign a statement if I commission work, so that they realise that there are no refunds (in my business), once a commission is undertaken. Be brave artists, don’t fear holding your ground. It will take the pressure off you and get you back confidently into your studios.

    Good luck!


  21. Hi Marie,

    The “Big Dick” example was CLASSIC!
    I watch and listen to what YOU say because your information and approach is CONSISTENT. You’re not re-inventing yourself all of the time. That’s one of the big ways I develop trust in a person.

    I find that when I am transparent with my own personal struggles and who I am as a person, people find it easier to relate to me…. even with a bunch of ads on my website for instance. They know that products I recommend are because I DO believe in the product, but at the same time, I may earn a small commission if one of my readers makes a purchase.

    Thanks for all that you do for us, Marie!

  22. This was a great video, thank you! I think the energy of a business owner is what really drives me to trust them. I can just feel it in my gut when someone doesn’t seem truthful — and every time I have ignored that I got burned. I take that feeling and apply it to my own business. I try to be as transparent as possible with my customers and also say “no” to certain things that just aren’t right despite the potential of a big sale.

    • Yes Christina! I call it “Sales Prevention” and it’s fantastic 🙂

  23. Whoa, Marie, I love your new set! I couldn’t take my eyes off it. Something seemed odd (in a nice way).

    A big do for gaining trust as a service/product provider is informing your clients on a constant basis, not just in the beginning, but also along the process. With things like ‘These past few days I’ve been doing *this* and *that* on your custom order.’.

    Communication is crucial, so if I’m the client and the seller does not answer my questions (pertinent questions, of course), I’m out of there (be it a website or a physical shop). I guess it’s the same for my clients as well.

    Another thing to do is trust yourself. If you don’t trust yourself, how are others supposed to?

    I agree with many other suggestions in the comments. As Stephanie says, having enough information about the seller builds trust. And Erika mentioned something very important: prices! Why do people not put their prices online when they display them so obviously in a physical shop? I’ll never understand that…

  24. LOVE this video, Marie, and all the beautiful comments! I work with people’s beloved animals and trust is everything. Like Lisa, The High Priestess of Woo, I work with my intuition. I inspire trust by always coming from my heart and working for the highest good of the animals and their people. Also, the information I provide “proves” that folks can “count on me” because they see and experience changes in their animal’s health, behaviors and a deepened bond of understanding. As you said so eloquently, “Trust is all about expressing LOVE.” I am soooo grateful that my work is all about that. Thank you all for the love-inspired work that you do. It makes such a difference in the world!

  25. Megan

    Hi Marie,

    Great advice on creating trust! As a consumer, I would say one of the best ways to gain my trust as a client in any business is by asking a lot of questions, actively listening, and giving authentic responses. One of my biggest red flags when it comes to questioning trust is when business owners take little to no interest in who their clients are or what they truly want, yet proceed to talk and talk… and talk without taking any social cues. That’s when I run for the hills!



    • When I meet people like that in real life it makes me want to run for the hills too 🙂

  26. I also think testimonials are a huge part of establishing trust because it says, “hey, I gave her my money and she didn’t screw me over, in fact she helped me.” They are just like reviews we read on before we buy something we are unsure of.

    I put testimonials all over my website, sales pages, sales emails, the bottom of my weekly newsletter, blog posts are often success stories. They come in photos, quotes, videos, interviews.. so many ways!

  27. Oh the Smurfs brings back childhood memories…

    For me trust when I’m doing business – especially online is around integrity and accessibility. If someone personally replies to my question or I can contact someone direct around a product or service it’s an instant Thumbs Up for me that this is the kind of person I want to deal with and do repeat business with.

    I’ve had people say that to me like “Oh I didn’t expect you to answer so quickly and thanks for your advice/ response” etc

    It makes their day and mine too


    • Hey Natalie!

      This is such a great point. I think it is so key to show client or potential customers that you value them and want to help them as quickly and efficiently as possible! I definitely also value this a lot – it not only saves time, but also allows for better decision making to take place.




  28. Hi Marie,

    I absolutely agree with building trust with clients. I pride myself on creating trust the moment I speak. I don’t fish for questions. I just offer what I see and guide my clients a VIP and best friend experience, as if I’ve known you all of my life extraordinary experience.
    I develop true blue client experience that way. I’ve learned many great techniques from you, Marie. And I know that you are deeply genuine and heart based like myself and my clients. I may be unique in the sense that I provide comfort, peace, and soul based connections.
    I grew up in a close-knit community in the gaspesie coast and we always look out for each other – I want to create that family vibe with my clients as I’m sure you come across in your videos.
    Just wanted to share that with you.

    Always, Trisha

  29. Tony

    Hi marie

    That couldn’t have been better time. I’ve just had a project fall through partly because we didn’t sit down and get any structured agreement on splits and stuff at the outset and when it came down to it, it seemed the ether person might have tried stringing me along.

    So what I’m thinking now is how do I structure things to try and make sure the process of me doing a project for someone might and you’ve defintiley given me some tips. The walk through sounds like a great idea, as does the opportunity for feedback.

    Thank you Marie xx

  30. Thank you for another great episode. I love watching your videos and listening to your advice, boy do I wish I had found you sooner I could have avoided a lot.. Lessons learned though and thank you also for the Free pre training leading into BSchool. You are one amazing lady and love your humor <3

    P.S. you were quite cute as Queen Smurfett lol

    • Kristin - Team Forleo

      Michelle, so glad you’re enjoying Marie’s videos!

  31. If I am quick to take offense and/or defend myself, it seems to feed conflict. Instead, I look for common ground, acknowledge where we disagree and love them anyway. I show respect for a client’s opinion, even if it’s not my own. Many times, he/she eventually comes around to see things my way because I was willing to listen to his/her point of view without turning it into a place of contention. When we are at peace, we attract the same and people trust our core values, even if we differ in the details.

  32. Trust is HUGE. For me, –for every relationship it comes down to: WALK YOUR TALK.

    • Kristin - Team Forleo

      YES! Totally agree 🙂

  33. “I ain’t painting dick!” ~ nuff said. LOL

    • Chelsea - Team Forleo

      HA!! It’s all about the humor 😉

      • I love Marie’s funny antics in her videos. LOL…

  34. Thank you for sharing a video that touches the heart of the matter in business. Early on in my practice I had some experiences where I’ve allowed myself to follow the suggestion of others (whether it be a coach I’ve worked with, well intended friends or family members or even supportive colleagues) when it comes to my practice and what I offer to clients I work with, only to find myself feeling like I’m awkwardly moving in the wrong direction and having every word coming out of my mouth feeling inauthentic and as if I was unintentionally telling a white lie. This never felt good.

    Now, I listen to my heart first before implementing any service, policy or offering. While I still work with a wonderful coach and have a team I confide in; I continuosly do my best to check in with myself first before moving forward. This sometimes feels like I’m going against societal grain, but always feels best when all is said then done! It was wonderful to watch today’s video and to learn that I’m not alone in this way of going about business and how moving forward authentically has a natural impact on instilling trust in others.

    Thank you again, Marie, for touching upon so many wonderful topics and questions in your videos. You and your work are such an inspiration to myself and countless others that I know who are a part of your audience. Cheers!

  35. Marie…you dirty smurf!

    Yup trust is the biggest. Trust takes time. Say what you mean,mean what you say. If an individual doesn’t do this, they don’t get a second chance with me. That took a long time to figure that one out, because I was too trusting, assuming everyone is beautiful.

    Honesty that’s the bottom line. Don’t go trusting the untrustworthy, or castin’ your pearls before swine.

    Walking people through what you are going to do and what they can expect is a wonderful piece of advice. Thank you for that bit.

    As an artist this can be a gray Nether-land, in that if you don’t protect your interests to avoid problems, i.e.risking the possibility of not getting paid for the work done, you’re dead in the water…almost happened to me. Be honest, don’t be afraid be your own advocate, because you don’t want to piss people off and want to be their friend…doesn’t mean you don’t trust your client, your being honest, that’s just smart professional practice I say…not the strong suit of many of us artists. I’m still a work in progress 🙂

  36. Say what you mean.
    Mean what you say.
    Do what you say you’re gonna do.

  37. stella

    thank you for changing the background picture….I love the one up today can’t stand the one up normally.(sorry)

    When it comes to trust I find you Marie, so down to earth and grounded, no hidden agenda appears and you do speak the way I need to hear it.

    I trust no one. It’s an undercurrent I have issues with and I think that makes me less trustworthy because I’m willing to “run” if I don’t trust first.

    Thanks Marie, you are spectacularly dazzling

  38. Great stuff, Marie but — how is giving the client a chance to back out not the same thing as offering a refund?



    • I think in this case it’s about giving the client a window into what the piece might look like so it’s easier for them to imagine. Rather than staring through the window into a black hole of possibilities you can show them the paint colours you’re thinking, textures and a sketch.

      This would help me feel better about purchasing a piece of commissioned art. I would even be willing to pay a non-refundable deposit to see this step with the option to back out if I didn’t like the direction it was going or I felt like I wasn’t clicking with the artist.

      • Thanks for the comment, Wendy — good thoughts.

        I do think a non-refundable deposit is one solution that makes sense here. The artist said that once she puts paint to canvas she really can’t offer a refund at that point. There’s a lot of preliminary work before that first brushstroke, and if the client changes their mind that’s hours of lost uncompensated work . As an artist myself, I’ve been struggling with this issue. I haven’t been open to any commissioned work in a very long time, but I’ve been considering maybe opening up that avenue again. I understand totally about the client’s position, worrying about buying a pig in a poke, so to speak. I do like the idea of giving them exit points along the way, seems only fair — but not without protecting the investment of time the artist made. In the commercial illustration world, we called that working on spec, and it’s a very very poor business practice. A proven road map to the bankruptcy court!

        Bottom line is that both parties’ fears and financial interests have to be addressed in a compassionate loving manner.

    • Miss Petty

      I agree Marie. and this is a challenge when others do break trust by not being upfront . Yet here’s my Q to your A:
      What do you do when trust is broken?
      when you SEE that actions do not match up with professed intentions or worse yet the vague passive non commital ones? Like those who avoid contracts or legit terms og agreement, verbal or written (if written) especially when they are bringing in more of the overhead.
      I am speaking to this from two possibilities:
      personal and or business and if both then it is even more challenging to deal with trust that is not earned or put forth, consistently and avoidence of terms is to me a red flag or is it cool that biz and people just do-it until they don’t. Huh?

  39. In one sentence, I would say that professionals build trust if they allow their client/customer/audience to control the conversation.

    In other words, talk to your tribe. Listen to them. Learn what they want. Offer it to them on their terms. Make it easy for people to connect with (AND DISCONNECT from) you.

    When you give without expectations, the rewards will exceed your expectations.

    Thanks a lot, Marie – glad to have stumbled upon your site!


    • Kristin - Team Forleo

      Beautifully put, Kitto!

  40. Azita

    Thank’s Marie, real Trust is really important! In my business as a Holistic Therapist and Teacher in my field, I work to give all my clients and students the awareness that I work from the principle of “Sacred Exchange”. This means that I aim to give something of great value to them, and they in return give me equal energy in return in the form of money (and shared love & gratitude). My aim is that people should feel more than happy to pay me for the services I have provided, and that they really experience that I am working towards their highest good. This is not always easy, when you are running your own business, and are dependent on work to cover your daily needs – because it means NEVER setting clients up for any more sessions than they need (even though they might agree to come), to never sell them any goods or services they don’t strictly need, and to say no to take on clients that aren’t ready to commit to the amount of sessions it wil take to make them well. This requires another type of Trust: Trust in the Universe:-) Trust that when your remove what is not “on vibration” and serving the Highest good for everyone involved, you make room for what IS right. I agree with Marie that creating Trust also means that you have to ask for what framework You require from your customers to do business with them, that creates a Sacred Exchange that is free from Fear (the opposite of Trust)!

  41. Thank you Marie! I learn so much from your videos which are honest and true. You totally nailed it on this Video/Post. You cannot force someone to trust you. You just have to be yourself and the Trust will come. Thank you for being you!

  42. Thank you, Marie. Sounds so true to me – another little drop of trusting you:)

  43. Wonderful advice Marie. I have found as I get older I’m finding it easier to be myself and be less of a people pleaser. I’m not as concerned with fitting in and making sure everyone likes me. Not to say I’m unlikeable! 😉
    Just some people you click with and some people you don’t, I’m learning to let go of those I don’t click with and focusing on the one’s I do click with. Being confident and authentic in who you are is such a gift.

    • I can very much relate to your path Alejandra and the learning to stop worrying about people pleasing. I feel like this might be a life-long journey for me, honestly. One thing I am realizing that helps… when we people please we actually aren’t pleasing people. People need/want honesty and integrity and we can only be that for them when we’re strong and solid in our own beliefs.

      • Great advice, Wendy, but easier said than done when the whole of the public education system is geared towards doing what you’re told and pleasing other people. If it’s also been reinforced by other regular bullying from one source or another, unlearning all that can take a whole lifetime! Of course it can be accelerated with help from a personal coach!

  44. Emily Simek

    I once instructed a friend who had been used to working in a linear fashion withing a loose team structure, and who had now moved into working in a tight-knit team with non-linear structure how to survive: declare your status (be transparent about where you are at with your work, what you have accomplished thus far, and what you plan to still do – it will save your teammates from panicking or thinking they need to jump in to help you); be flexible (you might get thrown for a loop if someone wants to pick up one of your tasks; remember, you don’t exclusively “own” the task – it can easily be transferred to someone else, so be flexible and accept help…right after you declare your status!) I guess this all comes down to communication, transparency and being flexible with your team mates and your clients!

  45. We agree, it always go back to “how does it feeeeeeel”. We ask ourselves that and let that guide us.
    I like what you said about clarity. We have always been “person of my word” , but since that leads to ones one interpretation, your advice is the best way. Be clear and state exactly what they get. I will make sure we are true to that mantra also.

  46. I think giving and receiving trust is multi-faceted and it can depend on the context, previous interactions with that person/company and even how we process how they look, sound, act in the moment etc. It can also depend on both parties having clear guidelines of how they do business so no one gets confused about what is expected of each other.

    But one of the qualities I look for in the interaction is: are they totally present ? Are the actively listening to what I am saying or is their level of engagement mediocre ? Do I detect signals of warmth and empathy in the way they conduct themselves or how they speak ? And..also am I displaying and offering the SAME ? It’s key to remember that how you ARE with that person will in great measure effect what is given back to you in terms of trust (not always but better to bet in that direction!).

    Remember those very clever mirror neurons in your brain are helping you and the other person) gauge and ‘mirror’ the internal state of the other person (in a visual/face to face interaction).

    Thanks Marie. Great content as always.

    • Chelsea - Team Forleo

      Very true, Bruce — gotta pay attention to those inner clues and gauges.

      Thank you for tuning in!

  47. oliver

    Normally…what allows me to trust someone before doing business with them is being able to accurately asses their capacity to deliver a product or service. This requires specialized knowledge of the product or service for purchase. When I am unable to acquire the specialized knowledge to accurately assess someone’s capacity for delvering a product or service I must rely on their reputation and the reputation of the organization they are representing. If I deem either the organization or the person to have a good reputation then I move forward with doing business with them even if I am unfamiliar with their product or service.


  48. Hi Marie,
    I totally agree with your content! I have traditionally been a pleaser and so now, in my 40th year of life, I am ensuring that I stay true to my own brand when writing, speaking and representing myself to others. Right on!

  49. Marie, I am new to your site, business, program. I am a big, big fan. I love your tips, they are all so right on and so valuable. I have been offered tons of business, coaching and certification programs but have not signed up for one. I want you to know, I will be signing up for yours!
    Love you Marie!!

    • Chelsea - Team Forleo

      Beth, we’re honored to hear that and welcome! All that you shared means the world to us, and we would love to have you in B-School.

      Sending tons of love back at you 🙂

  50. timing is perfect on this one, I just had a client write to me 2 months after we finished a job that she was very happy with to tell me she was upset that on the phone I quoted a price and when she brought the project to us and discussed what we needed to do it was $25 more….I kindly reminded her that the quote was an estimate, that we told her we needed to see the project to give an exact price and that the added elements she chose to have done bumped the price up. I was about to let her know we would refund the $25 if she wanted it but, I saw todays Marie tv, and we did the work and she approved the price when she confirmed the work to be done, so I did not offer a refund,. She wrote back “I love the book, thank you for the clarification”. In this case I think it was the scenario that the customer usually always remembers the lowest price.

    • Hello Bridget,

      Very interesting and you bring up a great point that the customer does remember the lower price! I had this happen to me to with a consultation I was doing where I provide a quote with a $/hour amount. Most often people have more questions and want to go over by another 45 min. Then when I send the invoice they will state I quoted them a certain amount. When I point out kindly it is per hour, they understand. Sometimes, I think I should set an alarm 15 min. prior to the end of the times so I can inform them to wrap up with any questions they have or ask if they would like to pay for another hour.

      Perhaps the key is (on our end) to try and be proactive about cost as possible. We can create points along the way to touch base with the customer so they aren’t surprised at the end.

      Thank you Bridget… your post actually helped me realize this possible solution!

  51. Hi Marie,

    Thank you for sharing your tips on growing an entrepreneurial business. You have an awesome stage presence. I enjoy watching and listening to your videos.

    I have just found you recently and the three videos which I have viewed provided new insights or in this newest video about trust, you validated my belief that being trustworthy, straightforward and transparent are good for business. But sometimes I have self doubt when I see what are in my opinion deceptive advertisements by successful companies.

    Before Facebook went public, a lot of small businesses took the opportunity to grow their company with very little advertising budget using this social media platform. Presently I think that Facebook is monetizing everything and controlling who and how many people sees a post. Is there a new platform that small product-based businesses can utilize currently that could help build their sales fast? Do you have a class devoted to this specific subject?

    Thanks again. I look forward to viewing more of your videos.


    • Chelsea - Team Forleo

      Vivian, we’re so happy you found Marie’s work!

      While we don’t have a specific course dedicated to monetizing a particular social media platform, our B-School course (which will open for enrollment next week!) goes deep into taking your overall communication plan, online presence, and marketing to the next level and includes a Bonus training dedicated to social media.

      Stay tuned for more coming your way about B-School soon, and please feel free to reach out to us with any other questions we can help with at info at marieforleo dot com.

      Thrilled to have you here!

  52. Hi Marie!

    Thank you for this amazing episode.

    I live in Buenos Aires, Argentina.

    On October the 1st, 2013, I began my own buisness. This episode has touched my heart, opened my mind and organized my thoughts, about what I have learnt this past year and a half working on growning a business based on beliefs that are not easily accepted.

    I have heard you say on you videos, “woo woo stuff”. Every time you say it, I answer “I AM the woo woo stuff”.

    Getting people to believe and TRUST woo woo stuff, like Tarot and Astrology, has been an extremely intense and enriching experience.
    At one point, last year in August, I was beginning to feel that maybe I had to let go. And then I found you and your team: you changed my perspective. Since then, my business has slowely and steadily grown.

    Like you say, TRUST is something you build when you believe in what you are doing, and when you show whoever is paying for your work what you are about. Your Marketing skills have taught me how to come across being wholesome, strong and trustworthy.
    My audience is starting to understand what Tarot and Astrology are to me: tools to understand who you are and to transform your life to feel happy and free.

    I am forever grateful to you and your team.

    Un abrazo grande (a big hug)


    • Chelsea - Team Forleo

      Thank you SO much for your note, Valerie! It means a lot to us, and we love hearing about your journey since October 2013.

      Big hugs back!

  53. I feel a lot of trust for other businesses when they open up in a genuine way (especially online). When they do, I feel like they trust me already so I’d like to show them the same respect and trust them too.

    I think this links in to the being yourself/genuine with the addition of courage… showing vulnerability.

  54. My Father used to tell me not to lie, because then you had to remember who you told the lies to. He figured that was harder than telling the truth all the time, even when it hurts.
    I listen to and watch people telling me I can become a millionaire in 30 days if I pay them $2000 to buy something from them. Do I trust them? NOT!
    I appreciate you and you way you disseminate your information. I trust you! Keep up the good work.

  55. LOVED the video team Forleo! Marie your hilarious I ❤️ you. Any who this is right on point for me. After working on my busisness model for the past year, I’m just about to launch my website (yay). I spent all day yesterday working on my website copy and thinking about this exact topic. I to am an artist and will be selling my hand made limited edition characters (dolls) on my website. Since each doll takes me 2-3 days to create, I am honest in saying how long the lead time is on the doll up front. I’m also stating that all sales are final and every doll is made to order. Im not afraid to state this because when someone commits to buying from me, I commit hours of labor to give them a lovely piece of my work. Thanks for another great Q&A Tuesday.

  56. Marie, I love your videos, content, Q&A’s, OUTFITS and amazing energy. Thank you for shedding some light on this particular topic. As a brand new entrepreneur, I am focusing on how to treat my clients and lots of trust building in my industry to do with the follow through. Staying on a production schedule, understanding their vision, joining them in the excitement of building their businesses- and feeding them with more. Trust is HUGE. And such a vital piece of business, and life.

  57. Dear Marie,
    I’ve recently started a Facebook to build a following for my artistry.. And I think the way I build trust is by being unfilitered and admitting when I’ve been in the wrong or made mistakes.. I feel like if you’re willing to admit when you fail as well as going for what you strive for (inspiring writing & motivational work for my audience, along with vlogs and music to listen to) then I’ve built something genuine and there’s a level of trust inherent in the page.

    My suggestion is just to be as honest and real as you can be and not pretend that it’s always going to be perfect; and say this as a warning to anyone for commissioning. And discussing what the person wants and the pricing should be essential. Because my music isn’t for sale right now but it’s because I don’t think it’s the right time. I hope this helps!
    Bye Now Your Friend,
    Sukai! ^_^!!

  58. You are fun to learn from!

  59. Arun

    Good tweet..thank you..

  60. Trust is everything is what drives the economy, in low trust times and countries the economy sinks, so I would say it’s the most important factor in a biz, specially if you plan to be successful in the long run.

    So important and simple to come from a place of authenticity…no strategy just be and show who you are every step of the way. LOVE IT simple and powerful.

  61. You’re wonderful, Marie! Thank you!

    I must have read your mind! I’ve been planning and procrastinating on a free report, followed by an ebook, to launch my business. Only this morning (UK time, so in the middle of one of your dreams maybe) I decided to abandon my first idea for a free report – well, third or fourth idea! – and instead let everyone know what my vision and my mission are, how they might expect to get involved at several possible levels, and what the different levels could achieve for them.

    Once the English-speaking world has got hold of this, I want to introduce it in other countries at prices affordable to them in terms of their own cost of living, and not in terms of the international exchange rates which unfairly disadvantage poorer countries when we rich country folk sell stuff to them. This has resulted in a very interesting financial model, and it feels so right to me to do things in this way, probably because it’s all part of doing business with integrity, and therefore building trust.

    I hope to launch this week and pull in a couple of $k in time to join B-School this year. There’s a lot to do, and I’m about to go and do it! <3 <3

    • Chelsea - Team Forleo

      Go Peter — sounds like you’ve got a plan!

      We would love to have you in B-School if it’s the right fit for you. Save the date for enrollment opening February 18th (until March 4th).

  62. great advice ! you may want to sell your product so much that you step away from your true self to try to connect with a customer when in fact people can sense sincerity and truthfulness.
    Be you and it will work out.

  63. Thank you Marie!

    This is fantastic not just for artists, but even for new entrepreneurs.

    One thing I think helps build trust with me is reading testimonials of real people who have commissioned or used the company or individuals service. For me seeing the testimonial is a start. I am currently trying to gather up testimonials from individuals and groups I have worked with to include on the new website I am slowly building.

    Thank you so much again for your wonderful videos!

    Kind regards,

  64. Malika

    One of my biggest lessons on trust is to stick to my rates. when people asked if I could complete their request more quickly and cheaply, I always say no, I’ve given you a fair price and that is my time frame, I’m happy to hold it for you for (x amount of time) after which I can do a requote, and you are welcome to shop around to find a someone to fit into your budget and deadline. More often that not they would come back and become repeat customers, because they knew exactly where they stood.

  65. Marie, this is great advice AND I think it is in sync with the “Blue Ocean Strategy” you taught in b-school. When you look to do something different and better, you both set yourself apart from the competition and by doing so you can remain true and give voice to your values as a businessperson/artist etc. As a designer I hold design reviews with the clients along the way so they have at least one (more if the project is large) opportunity to edit and talk about what they see, what they need clarified, etc. I actually LOVE this process because the more a client participates in the project, the better the outcome because she is invested–psychically and intellectually as well as financially.

  66. Kelli

    Love, as always. Now, when are you going to post a note as to where we can buy your awesome clothes?? Everything is always gorgeous! 🙂

    • Chelsea - Team Forleo

      Thank you, Kelli :)The amazing Elsa Isaac gets Marie’s clothes for MarieTV from a number of places, and I agree — they’re gorgeous!

  67. “I ain’t painting dick.” (ROTFL)

    Great video and great humour as always,


    • Chelsea - Team Forleo

      HA – thank you so much Caroline!


  68. I LOOOOVE this and this is sooooo true! You truly are an inspiration and full of soooo much knowledge! I take something out of every single video!

  69. Emily

    Right on! Sometimes I come up against this cynical idea that you have to be dishonest or tricky to be successful. Where did that come from?!!! It´s a “bad guys always win” type of attitude. And I´m always thinking, “Yeah, if your business plan includes less than a year of longevity.” Personally my motto is that honesty magnetizes more honesty, and dishonesty magnetizes dishonesty, and my WORST NIGHTMARE is trying to run a business in a pool of dishonest people.

    • Chelsea - Team Forleo

      Amen to that, Emily!

  70. Lynn

    Dos: Communicate with me in a way that shows me that what you have to offer will solve my problems

    Don’ts: Making it impossible for me to test drive the product, I don’t want to regret taking a chance on a product.

    I have bought online products from folks who have done this well, and feel happier and even rewarded for it!

  71. Thanks for such a wonderful video Marie. I really enjoyed the Big Dick analogy too.

    Thanks for the tips on how to build trust without offering refunds. I provide custom keyword reports and SEO coaching and training , which is a huge investment of my time and so I’m unable to provide refunds anymore. Not that it is usually an issue anyway but I used to offer them and IMO, I don’t think it’s particularly well suited to a one to one business model.

    Keeping your customers informed on the journey is a critical piece of the missing puzzle.

  72. In order to trust others one first has to trust life and trust herself, a tall order if coming from a dysfunctional childhood. Related to this topic is my artwork “Divine Partner” created solely from discarded clothing, a work in which I deconstruct, reconstruct and transform pain from the past.

  73. Jarl

    Before retiring, I was a corporate consultant and trainer. In that field, a common problem is “client add-ons,” which can kill your profit and timelines. So, I made sure that the scope of work was very clear, and let them know the limitations up front. I told them to expect no add-ons unless we talked about it first and they were willing to cover any additional costs. In the beginning I didn’t want to do that (afraid of scarring away a playing client), but it often backfired and they lost trust when I wouldn’t expand the scope of work without more money. (… and I thought I could count on you!”) So I’d add, honor your limits and make sure the client does, too.

  74. Trust-
    The ability and willingness to keep your heart open even though you know you’re going to be hurt.
    Trust can’t be dependent on another’s trust worthiness.
    The other person is only able to make trusting either easy or difficult for us.

  75. Tatum Robinson

    Thanks Marie for more wisdom! Trust is HUGE, and i’ve learned that it starts with me. I can’t trust the world around me if I don’t trust myself. And I certainly can’t create a trustworthy biz if I don’t have a foundation of personal faith!

    I don’t mean in a “oh you naughty girl, can’t trust those thoughts about fluffy pink handcuffs” kind of way. I’ve lost faith in myself by caring more about what others think, by worrying about how i should look on the outside instead of how i should feel inside, and by trying to fulfill the expectations of others rather than trusting my gut. It becomes a vicious circle of fear, insecurity, and constant searching for external affirmation. And it’s the quickest way to dig yourself into a hole!

    No more of that for me! I’m learning to be my own very trustworthy best friend, the kind that loves unconditionaly but still tells it like it is. Like you! Thanks again for your constant flow of love and wisdom.

  76. Trust is not given away. It is earned. In order to earn trust, you must come from a place of integrity, honor, and truth. You must show this in all areas of your life, not just your business. It’s in your relationships as well. When people see that you are supported by your friends, family, and coworkers, then they will feel more trusting to commit to your business.

  77. I have recently had my first experience as a consumer of these two precepts of trust (being vigorous about truth – (aligning inner reflection/gut and external representation) and providing transparency (clarity around expectation management by being upfront with the process and outcomes). I felt so nurtured by the process, so wowed by the thoughtfulness and elegance that I wanted to discover more about how the model had evolved. The provider, in this case, was Sarah Selecky who is one of your B-School grads. And that is why I am here!

    • Chelsea - Team Forleo

      Miranda, thank you so much for sharing that — it means a lot to us to hear about that process and how it made you feel. We’re thrilled to have you here.

  78. Ron

    Almost 20 years ago I became fairly successful on EBay, I think I earned a huge reputation as trustworthy because I treated every customer as I would want to be treated. I used different ideas (many of those mentioned) but it came from a passion of treating others with the same dignity and respect that I would expect from a business. When I made a mistake, I owned it, apologized profusely, and did whatever it took to fixit to the best of my ability. in three years of running that business I had a 99+% rating with 7 to 8 thousand customer ratings. Many repeat customers and even had some friends all over the world. I was somewhat of an expert in my product line and provided education for free. Short version “building relationships and earning trust by caring about others and making their total experience with me more important than the money.” Thanks for that question I had never put that into words before.

  79. I really resonate with what you said about people walking you through things and letting you know what to expect ahead of time inspiring trust. I feel the same way myself when I’m dealing with a buisiness so being that way in buisiness makes a lot of sense.

    Thanks again Marie!

  80. Thanks for sharing, trust is very crucial, I trust people not only by what they preach or teach but by good examples , trust with others is a respect!

  81. Always be “accountable” for what you say and do ! I always told my kids when they were growing up, that if you don’t want to be held accountable then just don’t say it, and make sure to “walk your talk”. Because your honesty will be what you are most remembered for, and your “word” is something that others will always remember you best by.

  82. Dear Marie,

    I am so happy to know about Trust in today’s Video. Trust building is necessary for Telecommunication & Information Technology Industries. Trust building depends not only on Truth and also on mediation by Business Monitoring organizations. For Telecommunication, development of Trust Algorithms for Switches requires special skills.

  83. I loved that you said something to the effect, that you didn’t really even consider how to build trust, because you just always tried to remain truthful and in integrity with your business, and trust was the result. Its a good self-check to do in business and life! Thank you.

    LOVE your show, its like “mind candy” that I crave until I get my next fix on Tuesday!!

    • Chelsea - Team Forleo

      HA! Love it.

  84. Hi Marie,

    Thanks for another insightful episode.

    Both of your suggestions make complete sense for building trust. I see how clarifying all the steps of what will happen, how things will move along, would put people at ease and feel trusting.

    Recently a blogger I know started up an entirely new brand & blog, which has taken off like a rocket from the very beginning. Really impressive. the guy obviously knows what he’s doing. However, I still hesitate to actually buy any of his eBooks & support his business. That’s because of a few of his habits that don’t sit well with me. For one, he’s been making videos. While he has great presence, his videos look super cheap & cheesy because he’s holding the video cam himself and actually switches hand during his talk! It would look so much more professional if he simply put the video cam on a tripod. To me, it just reeks of cheap and amateur.

    He also comes across as really arrogant, talking down to his readership with phrases like ‘…my kids’ or ‘listen up my kiddies’ while talking to adults. To me, that is super disrespectful, patronizing and insulting. Therefore, I don’t feel like giving him my business.

    I would love to give him some honest, helpful feedback, but he’s made it ultra clear that he doesn’t want any critiques. He went so far as to write an entire post about why he doesn’t want or need anymore critical feedback!

    So I guess what prevents me from becoming a paying customer in this case is unprofessional-ism, talking down to his audience and not being open to constructive, useful feedback.

    The problem of talking down to your audience/customers goes back to your Pre-BSchool video ‘Dirty LIttle Secret’s when you talk about Communication and standing shoulder to shoulder with your audience, at their level. Very important for building bonds, emotional warmth and trust.

    Thanks for helping me think through these important issues about building trust in one’s business. :))

    cheers, Lash

  85. Salome

    Thank you Marie for the video on Trust. Reclaiming trust in the business arena where I live is like reclaiming dongas caused by too much rain on a sloppy terrain. The honest ones get choked out of business. Trust and truth go hand in hand and I hope someday truth and trust will prevail. Where I operate from, people believe in lies more than truth. Then they cry foul afterwards all the time. Truth and trust has been rendered outdated even if one in their innermost parts they hate to be cheated out of their hard earned money.
    I will be an ambassador for trust and truth in my business as I have always been in my eroded environment hoping that, one day it will pay off.

  86. ‘Set expectations so they know what will happen next,” that was a take away from me. Keep on the good Job Marie.

  87. I agree with Cheptiony Mutai. “Set expectations so they know what will happen next,” is the take away message for me. It’s usually what inspires me to trust businesses I spend my money on. It’s the kind of business I want to be.

  88. My business suddenly took off when I started to NO longer focus on money but the fact that I wanted to help others. I was so tired of running behind the $$$ that I simply enjoyed the process of helping others and that was when I finally started to make money. So yes, building trust made all the difference

    • Chelsea - Team Forleo

      Beautiful share, Monja.

  89. Jen

    Thanks, Marie! Great Q&A. I’d like to respond more from a customer or employee perspective. I work in government and politics. I am a holdover from the previous executive and this feels like a classic example of this video’s topic, They new official has said he’d like to keep me but but he’s doing nothing to make the group feel safe. I’d like to say it’s only because he’s a politician, but it’s more that he has never governed before and that he and his top staff don’t really know what they are doing. If I take it from this perspective, and your advice from the video. they are not building trust, setting clear expectations nor walking people through the process. There is a great deal of anxiety because there is no information. It’s tough. Every day my gut tells me this will not be the place for me. What is the best objective way to evaluate: should I stay or should I go?

  90. Hi Marie & Team Forleo. I love today’s tips. They are so true!

    I have recently asked for a refund on a program from a mentor whom I usually trust exactly because the 2 key ingredients you mentioned were missing. Especially the latter.

    As a customer, I love being kept in the know! And as a new business owner (and B-Schooler!), this is a great & clear reminder to be faithful to my truth.

    Lots of love,
    Elsa x

  91. Jeannine

    This was perfect today…a message from the universe. I had a client who caused my antennae to go up as possibly not the right fit for me. I gently persuaded her to go elsewhere, then felt guilty about it. After seeing this video, I know I have to be true to myself and not take work that will end up being a debacle! Thanks Marie.

  92. Calvin Slatter JR

    Love is every thing to me.And I have plenty to give, I will help thos that I can with wisdom. and to those who hate me I have plenty unconditional love for. My my business is not for me it’s just a tool I meed to make the money that I need to help others.

  93. Oh Marie…

    So feeling this one at the moment. I’ve had a couple of clients pushing my ‘trust’ buttons over the last few months.

    Watching your video I had an Ah Ha moment and realised were the connection is. IE It’s seems to always happen when ‘I’ choose to lower my standards to accommodate others. Rather than as you say having the courage to say ‘no’ because it really doesn’t feel right.

    Big lesson in learning to listen to my heart rather than my head.

    So needed your video today, so thank you so much
    Debbie x

  94. Huda

    I cannot believe that this came timely for me. I have always wondered how to give my customers the confidence in my brand, without having to give freebies or refunds. Thanks so much Marie!


  95. Esther

    Hey Marie!

    Your message “Build your business on truth and trust will build itself.” was something definitely worth sharing!

    It was really empowering, letting us know that we can make a stand to make things better. Also, I strongly believe that along the line of being true to ourselves, and gaining trust from others, we will also be building up self-confidence in our own capacity to achieve things. 🙂

    Thanks again, Marie!

    Lots of Love,

    • Perfectly authentic! Thank you Marie, I love the Smurf segment, made me laugh out loud because I love mushrooms :). I am drinking mushroom tea as I watch your segment….too funny! I would
      love to share a sample with you.

  96. I’m not where I need to worry about building trust with clients (although I would love to be) My trust issue comes up when thinking about “who is going to trust ME? What could I possibly have to offer that people would pay attention to and money for. I have ideas that I would like to share and offer, but again, “who would ever trust my voice?”

    Marie always ends with “the world needs that one gift that only you have.” I need to start trusting this before I can start asking others to trust me.

  97. Love this episode and your dress Marie! Where can we grab it??

  98. I like basing business on truth, i.e. the expectations you can deliver … and then people trust you because you become a person of your word and you don’t let them down. Building trust for me is all based around expectation management! Both of their part and mine.

  99. Consistency is also a thing that builds trust with me. I used to be real wishy washy and I tried to please everyone and accommodate everyone even if I didn’t feel comfortable about it (just like what you said). I believe people trust me in general but I can see how someone might question a person if there is inconsistency in behavior or actions. Now, I’m more honest about my choices and realize I’m not hurting someone or disrespecting someone if I don’t chose to accommodate a particular request. Does that make sense? Thanks for the great tip.


    • Chelsea - Team Forleo

      Makes total sense, Mary 🙂

  100. TRUST = TRUEST…

    That’s why TRUST and TRUTH go hand in hand.

    TRUST resides on the TRUEST vibration. The truest vibe is the pure vibe of unconditional LOVE… NO FEAR. So when you trust someone, you know that you both co-exist on the truest vibe…there is nothing to fear.

  101. Hi Marie! What helps me to trust a business is when I see a customer who has a grievance or concern. Are they treated respectfully? Do they try to understand? Do they argue, explain compassionately why they do it, make an exception, re-do it to another specification, or talk to a manager to see if an exception or change can be made? I find that if they put a little effort into taking it seriously, EVEN IF NO CHANGE IS MADE, I tend to trust them. On the contrary if I see disrespect or they are frivolous about it, I would tend to boycott that business. If they don’t care about their customers, why be a customer at all?

  102. Hey Marie,

    Love your easy fun style. As always you have great tips for being yourself in business and how to connect with your audience’s “pain”. Building trust for us comes from building content that speaks directly to our niche audience. It’s not so much the SEO, as the words they use when searching for things online… We make an effort to make content easily consumable for them and not use industry jargon!

  103. Elina

    Hi Marie, I love the video and you make building trust sound so simple. My truth is that there are clear behaviors that build trust and clear behaviors that break trust. I train extensively on this topic. I have 70 staff that live and work together for two months out of the year. Its easy for trust to be broken among employees and our customers if we don’t elaborate deeply on this topic. Here are the things I learned that I wanted to share with your readers here. A lot of this overlays and overlaps into your message, so I though it was cool to share!

    Clarify and meet expectations (quality, punctuality, etc.)
    Treat people as they like to be treated
    Keep your word
    Act with professionalism, integrity, courtesy and kindness
    Take an Interest
    Sincerely apologize when you make a mistake
    Offer opportunities for growth and development
    Share information with the team regarding goals, tasks, etc.
    Be consistent
    Clear, fair, policies and rules
    Provide ownership and take accountability
    Feedback early and often

    Conflicts of interest (individual internal competition)
    Participating in gossip
    Unnecessary rules
    Overusing certain words (I, you, always, never, attitude, but)
    Unproductive meetings
    Showing favoritism
    Too much criticism
    Under-utilizing an employee’s ability
    Tolerating poor performance
    Faking it

  104. Hi Marie,
    Big Fan!! Love your watching your videos and I always take a little diamond away with me. So thank you.

  105. Wendy

    Truth=Trust. It’s that simple. In personal relationships too!

  106. Trust- is a small one syllable word with HUGE meaning. By definition it means someone or something that is good and honest; so to that I say it starts with Self. Trust your inner self to be convey your own authentic talent, interest and passion. I say trust is not something out there, it’s inside you. People (the right people) will sense that; and know that all is good.

  107. Trust is everything!!

    I loved this video.

    Carla xo

  108. I’m drawn to people and/ or businesses when they keep it real, yo!

    I’m all about that. Use whatever adjective you like that aligns with this: legit, honest, genuine, authentic, transparent, open, true, original, sincere – and of course – REAL!

    It’s what I try to embody in my life no matter what’s going on around me, and I’m learning the process of letting go of situations that don’t feel that they allow for me to remain FULLY myself at all times. [Healthy boundaries]

    – On the flip side, I’m developing awareness and a means of exemplifying who I am at my core in all things I do in spite of people around me/ expectations/ external circumstances – when those boundaries are not fully enforceable for some reason.

    Trust is huge for me too – and it’s one of my key terms to remind myself to also do the same – TRUST the Universe, and its guidance. Bama!


  109. Beautiful topic, and awesome points.
    I’m not sure how to explain, but to me is such a default to do what people need – I was never faced with lack of trust. It is probably more a matter of wave length than trust – I really don’t think that anyone can do things that would break someone’s trust – not for long anyway.

  110. “A promise made, is a debt unpaid.” I wish I knew the source for this little gem.

  111. Refund money for guarantee only strategy for short time that you spend time check together promote something interesting. Your advice very true and this is part help make our world better because all things we mad will add more value by our trust. People will easy feel what and who are trusting.

  112. Before hearing this video out, I had to pause at the :58 mark. I realize it’s probably just a “manner of speaking” but here’s what tweaked me from the get-go–the question itself: “I feel like I’m a step behind in the ‘Please trust me game’. Forensically speaking, referring to Trust as a game is worrisome. Marie, your answers are buoyant. And I think I can see a deeper issue here, and the first question business owners ought to ask is, “Am I trustworthy?” One of my favorite chapters in my forthcoming book Truthfairy: The Field Guide to Epic Tales of Truth is “Truth and Trust Walk Into a Bar” which dives into the relationship between Truth and Trust. Can’t wait to share it with anyone who might be “Lookin’ for Truth in all the wrong places” xoxo Keep on, keepin’ on, Ms. M. And BTW, B-School has been a gateway for me in launching what’s Real. xoxo

  113. Peter

    Hi Marie.
    Perhaps the greatest work challenge has been selling vacuum cleaners and managing vacuum cleaner stores.
    The challenge being I had a chronic speech impediment and a self esteen deficit that would not allow me to speak in support of myself.
    It was a job i chose in the hopes of dealing with those issues.
    Which it did.
    Kind of.
    Whilst I wasn’t able to sort out the speech issues then, (It was a damaged voice box which has been one of the projects of the last year, and pretty much fixed now :), I did come a long way in the area of self esteem.
    And in spite of those problems, I was able to develop my technique to the point where I was consistently succesful.
    I was repeatedly tasked with turning around under performing stores.
    And it was all because I was able to create a relationship of trust with my customers and staff.
    The focus was customer service.
    Product knowledge.
    Customer service.
    Store presentation.
    Customer service.
    Personal growth practices.
    Customer service.
    Fun at work.
    Customer service.
    The upshot of all this is we were able to turn store performance around fairly quickly
    Often doubling the turnover of stores that had been in the doldrums for some time.
    Customers knew exactly what they were buying, why they were buying it, and what it was going to do for them.
    And they were buying.
    My inability to close a sale in the traditional sense, (can’t close when you lack self esteem), meant that they were choosing the product because they agreed it was the product that would best service their needs.
    And if we didn’t have ‘that’ product, we wished them all the best and looked forward to helping them in the future.
    Customer complaints were almost zero.
    Our stores had the job of handling customer complaints from other stores.
    Return business was high.
    Return of products was low.
    Was able to successfully sell power head vacuum cleaners to blind people and people in wheel chairs.
    The comment  ‘I trust you’ was not uncommon.
    Unfortunately, trust and honesty is not something that is associated with vacuum cleaner sales.
    And in the end, this clash of values saw me leaving the job three and a bit year ago to start my personal voyage of discovery.
    What I have been able to do is take my perceived disadvantages and turn them into strengths.
    Which is why I am comfortably motivated with being appropriately employed.
    I love to serve and build on the strengths of those around me wherever possible.
    It is important to me that I benchmark myself against the person I was.
    And it is how I best express my entrepreneurship.
    For the interim at least.
    Nevertheless I’ve enrolled in a 12 month online diploma of entrepreneurship starting tomorrow.
    It is the approrpiate next step for the aspirations I have.
    And it suits a nuts and bolts engineering type like myself.
    Thank you, (and friends :), for your ongoing support and belief.

    Much love.

    P.s, love the Avatar look…:)
    Oe kame aynga,na.
    (I see you)..

  114. By conveying passion and feelings when discussing (and marketing) our business we show we are willing to engage with clients with authenticity, that we are rocking this particular business because we genuinely care about our product and our predominant intent is for potential clients to feel the same way. This shows that we are trustworthy and the cool thing is… feelings are contagious! so your new client will show that same passion when telling others about your product. It sets off a chain reaction… BOOM! By being gracefully goofy Marie shows us she is herself, that her word is law and there ain’t no butts about it… unless shes crumping 😉 If we choose to enter a business relationship with someone who doesn’t convey their passion for their product or is trying to fake it, then it could be assumed that their top priority is profit and not their clients best interests which leads to distrust. Also remembering that your clients are intelligent beings so clearly communicating the facts, expressing how YOU feel about it but then stepping back to allow the clients to draw the line as to how they will feel about it will show you trust them, which in turn allows them to trust you. Telling someone how they will or should feel is a BIG tacky no no!

  115. Marie I love this episode and can relate it to my business- I’m a biz networking expert and I guide entrepreneurs how to achieve their goals through relationships. One of the keys to do so is Trust and honesty!
    I always say- it only works when it’s real!
    If we try to network and do business with people we dont connect to o don’t trust – it will be unpleasant experience, fake, and meant for no good….
    Connect, be, share and cooperate with those you feel like it and be honest with yourself.
    That’s a secret to happiness and fulfilment in both life and biz 🙂

  116. I recently wrote a blog post, more for myself than anyone else, hoping it would resonate with others. In it I talk about my WHY, which defines me and my truth. In order to be a coach, and to co-create with someone, there must be trust, which is why I felt the need to share why I coach and how I got there. It might not resonate with everyone, but it will with some. I also talk about TRUTH, not the little truth, but the big TRUTH of why people do what they do. It’s a loaded conversation and one I relish when given the opportunity to engage with a client and ask that question.

    I always appreciate your insights, and trust is certainly one that resonates with what I do. I build relationships with people and that requires trust, I coach people, that requires trust, I engage with someone in deep meaningful conversation, that requires trust. I am grateful for you speaking and owning your TRUTH every day Marie Forleo. I acknowledge and I am grateful for you and the many others who embrace what you do.

  117. What a perfect post to come back to after the blips and bumbles of posting my video for the B-School Scholarship.
    I won’t even go into details, making excuse and laying blame is no way way to work it.

    I trust that it all will work out perfectly – no matter what.

    Thanks for your words, Marie, that keep me pursuing the for purpose business I love.


    “Rule of thumb: The more important a call or action is to our soul’s evolution, the more Resistance we will feel toward pursuing it.”
    ~Steven Pressfield, The War of Art

  118. Hi Marie. I’m a ceramic artist. After a lot of thinking the only way I have found this refund thing works for me is, because I never sell anything I don’t like a lot, I offer a full refund if the client do not receive what he was expecting. I only have received one custom order from a friend, and he specifically told me that, since he likes a lot my style he wanted a coffee set with his specifications but in my style (He wanted instead or round, rectangular plates with room to put cookies)…and it worked. I felt comfortable working that way. I like a lot what I did, and in the case he wouldn’t like it, I would feel happy to put it on sell on my website.

  119. Hi Marie! I noticed your stone/crystal necklace and large amethyst in the background of the video and wondering if you use them for their energy properties or aesthetic? I love learning about them! If you do use them for energy purposes, I think it would be one of the most rockin’ Marie TV shows yet to share your experience on using natural objects in ethereal ways!

    So enjoy your energy! Keep it coming!!



  120. I have a travel fashion clothing line for women. My customers and I have amazing relationships because I am truthful, transparent and communicate often with customers.

    I do a pre-order model with new designs and colours, and customers have to trust that I will deliver the product on time. I offer a slight discount, but I also regularly communicate with customers about their order.

    I’ve found that providing a superior customer experience is paramount to building customer trust.

  121. Excellent advice! thank you


    Trust me Marie, I love you.

    I love you for all the powerful truthful insights you share with us.
    They keep us motivated every week.
    Do keep it up!


  123. I just love this idea to walk people through the process! This is something I always love when I want to buy something – I have higher trust in products/services where I have deeper insight what to expect. This leaves out all the disappointments not getting what I expected.
    Great video!

  124. Woo hoo Evelyn for asking this question (& Marie for answering of course!)

    I’m also an artist and offering refunds isn’t really something I can do. But I also never thought about how I could/do communicate trust in my business either!

    Like Marie said I try to be super transparent and walk people through what it’s like to work one on one with me for commissions. I’m super detailed and I like to flesh out all the parameters & expectations before even talking moolah!

    I feel like that effort – really working WITH my clients is the big awesome thing I do that helps with trust. I obviously care about my work, it’s quality, and YOUR satisfaction as a client so before anyone gets in “too deep” it’s good to just clear the air & clarify expectations!

    And being YOU is part of why people will do business with you, so to me it’s also just part of good business integrity! <3

  125. Hi Marie, I have been overdosing on your videos. I am on your email update list but have not been on that long and had to catch up. I have to tell you how your advice saved me as a professional. (maybe not with this client I am about to tell you about but for myself) I have had my own decorating business for a year and I was decorating a project in town for a big businessman. We were at the end of the project and he asked me to go choose pieces of furniture for the lobby. I ran all over and, when I finally found furniture, I was so excited and couldn’t believe how perfect the pieces were for the space. Long story short(er), after emailing the option I did not hear back from my client. A whole month went by so I send him my bill for the hours choosing the furniture. He paid my bill with an email that said he was really turned off how adamant I was about my choice and ended it with “best wishes to you on your future endeavors” meaning Adios! I truly thought I was being enthusiastic and truly believed my choice was gorgeous to make HIS space awesome. At first I was upset and actually livid by his email but after reviewing your videos again for an answer, I sent him a reply “thanks so and so, I hear your perspective and want to learn from it. I look up to you as a business mentor and appreciate your feedback”. I also sent him a hand written short thank you note for hiring me on the project. I went from being angry to being at peace in my business and will learn from his perspective. I won’t be working with him but I will hold my head up high and keep going. Thanks Marie for helping me look at this from his point of view but still keep my dignity. (You taught me how to respond to his angry email from your video about who and when and how to respond to criticism.) You’re the best!

  126. Making my way through the Business playlist on YouTube. This video was super helpful bring in a creative field myself. One thing I’ve found that helps is scheduling a face to face meeting without any kind of obligation. I usually say “I’d love to hear more about your idea in person, can we meet sometime this week and talk more about it?” Scheduling right away seems to work best for me. I love the idea of bringing that to my site, maybe I’ll work on a video in which I explain the process.

  127. This video made me understand on a deeper level the word truth.
    Stay true to yourself, especially when you really feel like saying …NO.

  128. Gaining your customers trust is has become the most important to run your business, I’d suggest just speak what you can offer and not what your product don’t offer, else the customer won’t ever opt you for any need.

  129. Being a customer is so fun! And I find companies that I trust and buy from provide thoughtful products that communicate their vision and reason for creating it, as well as what the item/product is trying to help me solve. For example, I love shopping at Sephora because I just get a sense that they are really trying to help me find products that are so specific just for my likes and complexion 🙂 Their customer service is on-point; I rarely have to go search through aisles to find someone to help me. Plus it seems that they want me to be incredibly happy with my purchase, as they let me try on basically anything I want to in their store. Talk about going above and beyond for their customers. It just feels good and that’s what makes me love their brand and their customer service and buy, buy buy!

  130. alexandra

    I have/had a client who hired me to do furniture shopping, color palette and etc.
    I did the color palette, sourced and shopped furniture with her, and all I got were complaints, that it is not what she expected, that the chair looks cheap, the the sofa is not what she really wanted, that the sourcing I did for her floors for example bring a contractor to measure and budget her floor etc, she never said yes or no to my estimates, when I called to ask for her opinion she told me she was just busy with kids job etc.
    After a week she told me she went by herself to Lowes and found a better price than I had offered, I said OK it’s your budget your home go ahead, I will be there for you, so I scheduled an appointment gave the Lowes employee my phone number and told them to call me after to give me an update, they did not call me because she called them changed the appointment on a day I was not available and went ahead on her own.
    So she consistently did this with everything. So I decided to give her some space and not force anything on her.
    After a month of tag phone calls she finally calls me, no she ALWAYS texted me so all can be recorded , “as evidence”, I later found out.
    So I go to her house walk in and her floors were already done, she kept on asking me throughout the month for the floor plans I had told her the plans I drew were for me not her, as stated on the contract, if she did want them I would have to charge her
    So at this point of the conversation she was telling me what I have to do as an inetrior decorator, then she showed me the dining room set we went together to custom order, she called the shots I let het because the product is a good product, Canadel, she chose the fabric and style.
    She also pointed out that her “L” shaped countertop bar was too small for 4 stools, the bar is 12 feet long, there is room for more stools, but she disagreed, then she showed me the dining room set and said the chairs were cheap looking, so I turned the chair over and showed her the quality fabrication of it, she made a snide remark and told me I was not finished with her, so I honestly told her what was true, how can I work for you if you won’t let me inside your home?
    So at that moment it dawned on me, she wants her money back.
    So I said OK tell you what I am going to refund the 50% of my fee. I wrote out a check and gave it to her, which she rapidly cashed the very same day!
    Today Sunday 26th of May she texted me saying she wants more money because I had not even done a third of my work
    What she did not pay attention to was the contract which states;
    6.5 Designer’s drawings and specifications are conceptual in nature and intended to set forth design intent only. Designer does not provide architectural or engineering services. All concepts, drawings and specifications prepared by Designer remain at all times the Designer’s property. Project documents may not be used by client, for any purpose other than completion of project by Alex Home Stylist LLC.
    6.7 Delays by Client (lack of access to premises, information/decisions or resources) suppliers or contractors shall extend Designer’s time to perform.

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