A business will thrive if has an excellent reputation.  Most people like talking about their experience, both positive or negative when they try out a new brand or service.  Ladies who meet for lunch swap stories about buying the best bra in the world or  how the receptionist messed up her vet appointment so when she showed up, there was no appointment. She vowed never to return since that was her very first appointment. After lunch, everyone went bra shopping.

As you can see reputation spreads fast whether good or bad and with today’s instant sharing channels at millions of people’s fingertips, your reputation can be lifted up or smashed down with one viral post.

When asked the question, “What is your reputation worth to you?”, the answer should  be “everything”.  The next question should be “How do I get or maintain a good reputation?”

The first thing you should do is treat every customer the same. The second thing you should do is treate every customer different.

What?

While you may have a target audience that you know almost everything about, each customer is still an individual and each purchase should be treated as such. For example, when we say treat all customers the same, that means you should go above and beyond to give them what they need – every time.

On the other hand, what they need may be as different as their personalities.  For example, if you offer a service that requires communicating with the client for clear instructions, you may have one client who likes to chat at length on the phone about the project while another client simply sends an email with the instructions.

Next, if there is ever an instance where a customer is dissatisfied, fix it.  A lot of people are willing to forgive a mistake or think more highly ofa company that admits a mistake and gives a full refund.  Although you may strive to please every customer, you can’t win them all. But you can win most of them by having an excellent reputation for customer service and for your product or services offer.

To learn more about developing an excellent reputation online and by word of mouth, call Brady at 425-689-7991. Temporary phone number: 425.689-7991