Episode 27: Building Trust With Clear Customer Choices

Episode Synopsis:

In this episode of Time Well Spent we explore how clear customer choices can build strong trust in your business. You’ll hear about:

• Recognising why customers feel pressured when optional services are introduced late or with ambiguity 

• Front-loading transparency by showing optional services during initial booking or inquiry rather than at checkout 

• Using language that signals real choice (“completely optional”, “feel free to decline”) rather than hidden requirement 

• Breaking down base services and add-ons clearly with pricing and included features side-by-side 

• Making documentation simple and scannable so clients can easily understand what’s included and what’s optional 

• Ensuring every touchpoint—website, email, phone call—communicates the same message about optional services 

• Handling customers who still feel uncomfortable by acknowledging their concerns and offering flexibility 

• Positioning optional services as a benefit (extra peace of mind) rather than a sales tactic 

• Tracking feedback and refining how you present choices based on actual customer responses 

Related Article: Building Trust With Clear Customer Choices