Trust usually peaks in the sales process and drops at kickoff. So, how do you stop the free fall?

In this episode of Straight to Voicemail, Amanda Smith connects with Mason Cosby, CEO of Scrappy ABM. As a founder leading a services business, Mason has seen firsthand where trust breaks down and shares the systems his team uses to close that gap early. From internal handoffs to client comms, this conversation is packed with clarity and practical fixes.

You’ll learn:

• How to introduce your team before the kickoff call
• What sales teams model that delivery teams should adopt
• Why daily client updates make trust easier to maintain

Jump into the conversation:
(00:00) Why we wanted to hear from Mason

(00:45) Meet Mason Cosby and the trust drop-off point

(01:34) Why delivery teams feel like strangers after the sale

(02:12) How Scrappy ABM makes internal team members visible

(02:22) Tactics for keeping trust across the handoff

(02:34) What sales teaches us about expectation setting

(03:09) A simple format for daily client comms

(03:52) The rule Mason uses to reset expectations

Straight to Voicemail is for CMOs, CEOs, and Heads of Marketing in B2B tech who want insights from the people who’ve been there. Each episode centers on one big question answered like a voicemail you’ll want to play again.

Don’t miss this conversation! Follow Straight to Voicemail and explore Genius Cuts for more B2B content strategy insights.