About People: Give a Shit
Why Trust Can’t Be Automated and Character Is the Last Competitive Advantage
About people: give a shit.
Not strategically.
Not performatively.
Not because it improves retention, NPS, or “brand sentiment.”
Actually give a shit.
Because the fastest way to destroy trust isn’t lying.
It’s pretending to care.
This isn’t a marketing lesson.
It’s a leadership standard.
When Care Became a Growth Hack
At some point, leaders decided that trust could be engineered.
Personalize the message.
Automate the response.
Deploy empathy at scale.
The logic was simple: simulate care now, deliver real value later.
Sometimes that works.
Most of the time, it produces something entirely different.
Weaponized trust.
What Weaponized Trust Really Is
Weaponized trust is when an organization looks human without being human.
It’s diabolical but true; people buy from those they trust.
Thus, to grow our business, we need to figure out how to hack trust. Charles Ponzi figured this out to the tune of $20 million. And then there is Bernie Madoff, who cost investors nearly $18 billion.
Hacking trust works, just not forever and always to the detriment of your customers and team.
However, most who weaponize trust do so not out of ill intent but to artificially grow a customer base faster than their business has created value for those customers.
These organizations hack trust on the front end to earn trust once customers have used their product.
This type of hacked trust is not nefarious, but a slippery slope.
See, hacked trust is shallow.
Yes, the customer bought your product, but they don’t love you, and at the first sign of trouble, they’re gone.
..and it comes in many favors:
Empathy as a conversion lever.
Transparency as theater.
Community as camouflage.
The front end says, “We care.”
The back end says, “Close them fast.”
Everyone feels the disconnect—even if they can’t articulate it.
Customers don’t leave because of price.
They don’t leave because of features.
They leave because the words and the behavior don’t match…
The Modern Version Is Worse
Ten years ago, this showed up as bad chatbots and fake personalization.
Today, it’s more sophisticated—and more dangerous.
It looks like:
AI-generated empathy no human ever reviews
Founder-led brands that vanish after the transaction
Communities built for screenshots, not support
“We hear you” statements followed by inaction
Values pages that collapse under pressure
The tools improved.
The integrity didn’t.
Most companies don’t want trust.
They want forgiveness in advance.
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Why This Fails Faster Now
You used to be able to fake it longer.
Not anymore.
AI erased the information gap.
Automation erased the execution gap.
Templates erased the competence gap.
What’s left is behavior under pressure.
When something breaks:
Do you hide?
Do you spin?
Do you deflect?
Or do you own it?
Trust isn’t built when things are easy.
It’s revealed when it costs you something.
That’s where most leaders fold.
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Caring Doesn’t Scale and That’s the Advantage
You can’t scale caring.
You can scale systems.
You can scale output.
You can scale distribution.
But you cannot automate:
Responsibility
Judgment
Sacrifice
Standing in the blast radius when something goes wrong…
That friction?
That inefficiency?
That human cost?
That’s the moat.
When everything else becomes replicable, character is the only differentiator left.
The Test. No Slides. No Spin.
If you genuinely care about people, you should be able to answer yes to all five—without hesitation:
Do we make it easier to leave than to stay?
Do we tell the truth when it costs us money?
As leaders, do we feel the pain personally when we fail?
Do we fix problems without needing public pressure?
Would we still act this way if no one could see it?
If the answer is no, that’s not a strategy.
It’s cowardice.
Cowardice disguised as efficiency.
Our world doesn’t need more cowardice.
…it needs courage.
What Weaponized Trust Really Costs
This doesn’t just lose customers.
When we weaponize trust it:
Erodes culture
Trains teams to perform for the boss instead of own their results
Turns every mistake into something to hide and run from
Teaches leaders to pander instead of act
Eventually, people stop listening.
Not because they’re angry.
Because they’re done…
Do This Today
If you’re serious about trust, do three things right now:
Audit behavior, not messaging
Ignore what people say. Study your team’s actions when something breaks.Remove one friction that protects you, not them
Perfectionism. Bitch sessions. Groupthink. Best practices…Pick one.Put yourself on the hook
If no leader feels pain when something fails, it will fail again.
The Rub
Trust isn’t a tactic.
It isn’t a funnel stage.
It isn’t a brand voice.
When trust is built up front, all the things that will inevitably go wrong can be forgiven.
This should be our goal.
It’s what happens after the sale.
Under pressure.
Without applause.
Most organizations will never do this.
That’s why the ones who do win.
This is the way.
Hanley
P.S. We now have over 16,000 subscribers to this newsletter. Thank you. If you know anyone else who would benefit from my work, I always appreciate a share.