Reputation management is a daily concern. Your company’s
reputation will be the deciding factor for the consumer who places importance
on the perception of your brand. Without a widely known or respectable
reputation your company could be compared to a scam artist or irresponsible
vendor. As a company employee/manager/owner, it is your job to affirmatively
build your company’s reputation. Every employee plays a part in the
company’s directive of building a respectable brand.
Below are staples and examples of how you can accomplish
this:
Community: It begins
at the local level. Get involved in community events and contribute to the
social and economic development of your community. Local customers will greatly
appreciate the efforts, and it will increase relationships within the
community.
Foster Growth and Innovation: If your industry becomes more
popular and successful, you will too! Establish a trusted partnership with
suppliers and influencers to perpetuate growth.
Honesty and Responsibility: A company’s name is only as good
as its reputation. Dishonesty spoils it. Admit your mistakes and do whatever you
have to, to set it right. Be forthright and honest; if you promise something,
then you have to deliver.
Financially transparent: Present all available information
with no surprises. The customer will be appreciative and loyal. Hidden fees and
unexpected costs will have your customers crying foul. Grant them total cost
and analysis. It will make them feel like they have all the information and
will not be cheated.
Customer service: One of the biggest factors in determining
a company’s reputation. Holding employees to high standards of customer service
is one of the least expensive and more powerful tools to enhance reputation and
grow business. A customer’s decision can be greatly impacted by the way they
perceive they will be treated in the sales process. Knowledge and sincere
enthusiasm for your products are the most important characteristics in customer
service.
Website Design: Make your website easy to navigate.
Consumers make an immediate decision about a company’s reputation based mainly
on their website. Showcase your products and services in the most professional
manner possible. Sales can be lost if the website is confusing.
Online: Many customers will Google your business, so it’s
important for you to do the same and see what they see. You’re company is being discussed online if
you are listening or not. If you truly want to improve your company’s
reputation it only makes sense to listen and participate. Check review sites,
social media, search and articles to respond and participate.
Promotion: Write informative articles and offer valuable
tips or solutions in industry forums at no cost. This will get your website
noticed and people will appreciate your free expert advice.
Blog: A blog will help with search, reputation, establishing
your expertise and more. It also allows people to get to know your company better,
which can build loyalty and diminish animosity. In addition, a blog can take up
more of those search engine results and advertise your company more.
All of these tools can help to vitalize your company
reputation. Without a firm and consistent hand it will all mean nothing.
Company training programs for customer service are available, and you can find
much information online. Just remember, that whatever company you work for: you
are constantly representing that company and adding or subtracting to its
reputation. If you want to have a great company reputation, then it starts with
your employees. Build up their service knowledge and commit them to being
enthusiastic and honest. It can only help.
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