> He had absolutely know way of knowing that would result.
I think he absolutely knew that building trust is key to solid, long-term, repeat business - not only from the direct customer whose trust he has earned but also the zero-effort initial positive trust-balance he will have with his future/potential customers, even before he has done anything for them, just via word-of-mouth referrals. Such a simple concept but it just doesn't compute for some people.
> But if you just treat people right, the way you'd want them to treat you, you build a reputation. It pays back.
I think he absolutely knew that building trust is key to solid, long-term, repeat business - not only from the direct customer whose trust he has earned but also the zero-effort initial positive trust-balance he will have with his future/potential customers, even before he has done anything for them, just via word-of-mouth referrals. Such a simple concept but it just doesn't compute for some people.
> But if you just treat people right, the way you'd want them to treat you, you build a reputation. It pays back.
Couldn't agree more.