Don't let the brevity of this post dissuade you from its value. I believe Seth is getting at a very good psychological insight.

By default, people give a lot of trust and benefit of the doubt. Everyone's account in life starts out a little positive when it comes to trust, welcome, empathy, and believe.

But the flip side of that is that people have a very good memory for past transgressions. When someone has extended you a little trust, or given you some time to learn your product, they will absolutely remember if you turn around and harm them.

It takes only a match to burn a bridge, but a year to rebuild it.