The Cost of Silence

What would you do if a repair company told you it would take ten days to fix your internet? Colin knows exactly what he did, and that company never got him back.

In this episode, Colin and Greg take a detour from markets to talk about the moment every relationship eventually faces: when something goes wrong. Why do small mistakes turn into big trust problems? And why does silence so often do more damage than the original error?

They unpack a simple three step approach to recovery, why a stack of gift certificates never fixed a late lunch, and the four ingredients that separate a real apology from an empty one.

Because mistakes are inevitable. What builds trust is how you handle them.