Clients Lose Trust When Guarantees Aren’t Met

A couple of years ago, when I was still figuring out my path with my legal firm, I used to think that impressing people upfront was the key to success.

Big promises, confident delivery—seemed like the perfect formula, right?

Well, I learned pretty quickly that there’s a fine line between confidence and overpromising.

And when you cross that line, the consequences can be real.

The Problem with Big Promises

Take IT agencies, for example.

When I started consulting for IT companies, I noticed something troubling. The pattern was consistent: the desire to impress clients with bold promises.

Here’s how it usually went:

“We guarantee a 20% increase in sales with this landing page,” or

“We’ll have your entire application up and running in two weeks—no problem!”

On paper, it sounds like a winning strategy. Be ambitious, show confidence, and get the deal, right?

But behind those bold promises lies the reality.

Imagine you've landed a big client—they’re trusting you to build a new app in record time. So, you confidently say, “Two weeks? We got this!”

But here’s the thing: tech projects are never as straightforward as they seem. One developer gets sick.

Then the client throws in a major feature request halfway through. And suddenly, those two weeks don’t seem as realistic as they did during the pitch.

And now, you’re scrambling to keep up with a promise that you made under the pressure to impress.

I’ve seen this happen time and time again in IT projects, where there are just too many variables:

-> Sales depend on more than just a landing page design.

-> App development timelines stretch with a single technical hiccup or an unexpected scope change.

But the problem isn’t just the logistics—it’s the impact on trust and your reputation.

Consequences of Overpromising: A Damaged Reputation

The hard truth is - when you don’t meet those bold promises, clients lose trust. They’ve been told to expect a 20% boost in sales, but when the numbers don’t line up, they’re looking to you for answers.

And word gets around quickly in this industry. Overpromising and underdelivering isn’t just a missed deadline; it’s a stigma that sticks.

People start to say:

“Oh, that agency? They say they’ll deliver in two weeks, but don’t believe it.”

And suddenly, your reputation is on the line—not because of the quality of your work, but because of an expectation you couldn’t realistically meet.

I can relate to this because when we first started our legal firm.

We were so focused on building a name for ourselves that we took on tasks that were outside our expertise.

We thought it would impress clients and build our brand, but instead, it stretched us thin and made us look unprepared.

Here’s What I’d Do Differently (And What You Should Too)

Over the past five years, I’ve come to understand that honest and realistic commitments are far more valuable than flashy promises.

That’s how I approached the launch of my YouTube channel recently.

Instead of committing to a massive release schedule, I started small, focusing on delivering value through just a couple of quality videos.

If you’re in a similar position, here’s what I’d recommend:

1) Start with Realistic Promises

Don’t throw around percentages or timelines without data to back them up. If you’re going to say “20% increase,” have a breakdown that shows how you arrived at that number.

I learned this the hard way with my content. It’s easy to overestimate what you can produce in a week, especially when you’re excited. But by being more measured, I found consistency.

2) Detail Guarantees and Conditions in Your Contracts

In legal agreements, clarity is important. If you’re guaranteeing a sales increase, be clear about the conditions.

For example, “provided all marketing strategies align with the landing page optimizations.” This approach ensures you’re not responsible for things outside your control.

3) Include Accountability Clauses

Accountability is a two-way street. If your developers miss a milestone, there should be a clear plan for what happens next.

And if the client fails to provide the required assets on time, their expectations need to adjust too. I’ve applied the same principle to consultation calls and partnerships—clear terms protect everyone.

4) Set Clear Performance Metrics

How are you defining success? How are you measuring it? Both you and your client should be aligned on what a “win” looks like.

For instance, when I reached 1,000 subscribers on LinkedIn Newsletter, it wasn’t just the number that mattered, but the engagement and value I was adding to my community.

Clarity, Honesty, and Trust: The Winning Formula

Building something great is tough. And if there’s one thing I’ve learned through launching a YouTube channel, growing a LinkedIn audience, and running a legal firm, it’s this:

Success isn’t about bold promises; it’s about steady delivery. It’s about building trust over time by being clear, honest, and reliable.

So, next time you’re pitching a client, ask yourself:

A) Do I have the data to back up my promise?

B) Are the guarantees in my contract clear and precise?

C) Is everyone accountable for their part?

Because when you promise too much and deliver too little, it’s not just a missed target—it’s a lost client and a damaged reputation.

And in this industry, that reputation matters more than anything. And that's the lesson I will leave with you today.

Btw - if you need my help with drafting or reviewing of your Contracts, just reply "CONTRACT" and I'll send you ways we can work together.