Do you have a trustworthy process?

My first business was an ecommerce site which I built myself. I had products that I was selling and I remember the biggest challenge I had was the bounce. So people put loads of stuff in the basket and then they would leave and I didn’t understand why. Why had they put all these lovely things in the basket and then left them there??

I realised in time that they didn’t trust me. I mean, the Internet back then, I think we’ve come full circle and now we don’t trust it again. I think we went through where we kind of trusted and everything had to be approved and now there are so many people starting up sites for a day and taking your money and leaving that we no longer trust again.?

Trust is a really, really big deal

We’ve got to trust the information, trust the person, trust the process and everything you can do, which is why I’m so frustrated when my back-end tech doesn’t work. Because of course, as soon as you buy something, what happens in your mind is “oh, did I make the right decision?”

And if you don’t get the right service after it, ie, the right email sequence or the right information, it makes you doubt your purchase. So if you’ve got people wanting refunds or changing or leaving things, it’s really important that you make sure that people feel secure and safe all the way through the process.