Back in college at the University of Mary Hardin-Baylor (go CRU!), I had to complete three internships to finish my journalism degree. One of those took me to Nashville for a summer at Lifeway, working in the student ministry department — a dream gig at the time.

While I was there, I got asked out on what I thought was a date. Concert tickets, good music, great city — I was in.

Except… I paid for my own ticket. That was fine — we were broke college students, no big deal. But then the ticket he bought me was more expensive than what we had discussed, and this was pre-Venmo days, so I had to write him a check. A check. For more than I was planning to spend.

But the real red flag came during the drive. He complained the entire way. About the traffic. His truck. The weather. You name it, he had a gripe about it. The whole vibe was off, and it left me thinking:

“If this is how he shows up when he's trying to impress someone, what’s he like the rest of the time?”

That question has stuck with me — and not just in my dating life.

Because years later, now as a small business owner, I realized the same principle applies in branding:
People are constantly forming opinions based on how you show up.

And the little things? They’re not so little.

1. Complaints vs. Compliments: Show Up as Your Best Self

That bad date became a funny story I often tell — but the lesson is real: first impressions matter.

In business, every client interaction is a chance to leave a good taste… or a bad one. Every phone call, email, invoice, and meeting is a moment where you're either building trust — or breaking it.

When someone calls your business, does your tone reflect the brand you want to be known for?
When something doesn’t go as planned, do you bring solutions… or excuses and complaints?

We always tell our clients: your brand isn’t just your logo or your colors — it’s how people feel when they interact with you. Be the brand that uplifts, affirms, and reassures.

Reflection:
Think about a moment when someone’s kindness or professionalism turned your whole day around. That’s the power of showing up as your best self — and your brand depends on it.

2. Surprise Costs vs. Clarity: The Power of Communication

You’ve already heard about the surprise concert cost — but that wasn’t the only time I’ve been caught off guard.

A while back, I enrolled in a year-long personal growth course. It was marketed as “everything included for one price,” which sounded great. But when I logged in, I quickly realized the online workbook wasn’t going to cut it. I’m still a pen-and-paper kind of person — I need something I can hold and scribble notes on.

Then the group leader’s first bit of advice: “Go buy the book.”
Wish shipping, this cost me another $90.

It wasn’t just the money — it was the feeling of being misled. The original message had promised everything I needed, but it hadn’t accounted for real preferences or given a heads-up that this might come up. A simple option to purchase the physical book upfront would’ve changed the whole experience — and avoided the frustration of a surprise cost.

In business, surprise costs — financial or emotional — damage trust. Clarity builds it.

At Marken Media, we’ve learned that the best client relationships are built on proactive, transparent communication. Whether it's pricing, timelines, or what’s actually included in a service, clarity removes anxiety and builds confidence.

What’s one thing you could clarify for your clients ahead of time so there is no surprise cost?
Maybe it’s how revisions work. Maybe it’s turnaround time. Maybe it’s a “nice to have” that could feel essential later. Whatever it is — naming it now creates trust that lasts.

3. Connection Through Authenticity: Building Relationships That Last

We have many clients who keep coming back. Not because we’re always the cheapest or the fastest — but because of the relationship we’ve built over time. (Collecting those 5-star reviews since 2017, baby!)

They know we really care. That we listen. That we see them and want to help them succeed.

Authenticity isn’t just a hype word — it’s your biggest business advantage.

When you’re genuine, you attract the right people. The right clients, the right collaborators, the right team. And those people tend to stick around.

Honestly, that truth shows up in life, too.

When I went on my first date with Marcus waaaay back in 2010, it was the exact opposite of that bad concert date experience. He had taken the time to get my favorite snacks for the car ride to the Riverwalk. He had a playlist ready — full of songs we’d both enjoy. We spent the afternoon being tourists, taking photos, laughing, and genuinely enjoying the day. There was no pressure to impress — just ease, fun, and a sense that this could actually be something real.

That kind of connection — thoughtful, human, authentic — is what turns one-time clients into long-term relationships.

Ask:
What would it look like to build your business around real relationships instead of just transactions?

Final Thought: You Are the Brand

We believe deeply in branding — but not just the visual kind.

The truest form of branding is how you treat people.

Every call you return.
Every invoice you send.
Every time you own a mistake or exceed expectations — that’s your brand in action.

So the next time your day feels like a blur of client demands, emails, and to-do lists, just remember:

You are the brand.
And every interaction is a chance to leave a lasting impression.

You can create a brand that feels human, approachable, and deeply authentic — the kind of brand people trust and talk about.

And if you ever need a little help showing up that way — through your website, your content, your strategy, or your story — we’d love to be on your team. Book a call with us here.