Thoughtful Thursdays – Be mindful of your reputation
A recent Globe and Mail newspaper article reinforces the speed at which news travels and how it can affect reputation. Although this article is about the consequences of negative publicity, postitive experiences are important when building your reputation.
The article says that it takes two to three years to rebuild reputation. Would your business be able to survive such a hit?
No business is immune from setting a foot wrong. It might be wise to take the position that is not a question of if, but when. Do you have a plan that addresses situations that may put your reputation at risk?
Recovery from a blow to your reputation is an attestation to the quality of customer service. Remember as well that mployees are also your customers.
An article that appeared in the Harvard Business Review more than twenty-five years ago titled The Profitable Art of Service Recovery still holds true and is worth reading.
A few points to consider when rebuilding reputation:
- Speed of response
- Manner of that response
- Burden or understanding?
- Most understand that things can go wrong and are willing to remain loyal if the response addresses their dissatisfaction
- Do more than just go through the motions
- People buy from people they like
- The lifetime value of a long term customer
- Employees are customers too
Yes, things go wrong and people will be unhappy. The way you respond will be a factor in the long term success of your business.
Good selling,
Richard
Have a question about sales? Contact Sakanashi and Associates Inc. and I will respond.
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