Customers forgive mistakes, they don't forgive silence.

"Customers forgive mistakes, they don't forgive silence."

Why this matters in practice

Over-communication during a crisis builds trust. Hiding destroys it.

If this reflects something you've seen, share it with your team.

This insight often shows up when these failures occur:

Shipping labels cannot be generated due to bad data.

The classic warehouse error.

Turning away good money.

Transactional emails going to spam.

These checklist items can help prevent this situation:

Delayed fulfilment triggers follow-ups automatically
Proactive communication reduces support tickets.
Returns policy is clearly accessible
Reduces pre-purchase anxiety.
Refunds are processed within 48 hours
Builds trust for future purchases.

This insight commonly shows up in these operational situations:

A shipment has left the warehouse but has not arrived when expected.

Customer received their order but an item is wrong or missing.

A customer issue was not resolved and they are escalating.