
“Trust is like a vase.. once it’s broken, though you can fix it, the vase will never be same again.”
The other night I was at the store with one of my good friends. She was making tacos for dinner and wanted to pick up some ingredients. Meat, lettuce, … cooking spray.
We strolled through the vegetable isle, the meat department, and then got to the cooking spray.
One of her remarks was absolutely golden.
Me : “What are you looking for?”
Her : “Pam cooking spray.”
Me : “Why don’t you get the generic one? Same calories, same thing. It’s $4.00 cheaper!”
Her : “But I trust Pam!” *puts in basket*

Me : “It’s the same thing – just the other one is cheaper. You’re only paying for the name!!”
Her : ”That’s okay, I already know this one is good.”
This kind of brand loyalty is what any business hopes for. Trust is key to any strong brand. Once you’ve lost a customer’s trust – you’ve lost their business.
Yesterday, I saw an awesome example of a brand trying to reestablish trust. In a recent lawsuit, a consumer challenges how Taco Bell advertises the use of real beef in its tacos. Often times, when something like this happens, a brand will settle in order to do some damage control for the company. Nothing says bad press like a lost lawsuit.
Instead of going “Shh!” and brushing the issue under the rug, Taco bell addressed the problem brilliantly!
Quick to react, Taco bell took out full size ads in the New York Times, Wall Street Journal, and others newspapers mitigating the claims. The headline read “Thank You For Suing Us” only to follow with facts about how Taco Bell meat is actually made.

Not only did they do this, but the CEO even made a personalized video addressing the claims. Talk about a great PR move. The plaintiff now looks completely foolish whether or not their [possibly false] claims will prevail in court.
[youtube=http://www.youtube.com/watch?v=ah05FEWcJWM]
A business should always listen to their customers and overcome their objections to establish a relationship of trust. Well done, Taco Bell. They have regained my trust.