The Little Things Matter: 4 Ways to Guarantee a Great Company Reputation

“Pop quiz: What form of currency never fluctuates with the market? Answer: Your reputation.” A statement from the Network Under 40 founder, Darrah Brustein, and one that has been resounding throughout the business world ever since it was made.

As a business, your reputation is priceless and is the one thing that is guaranteed to bring you success if you get it right. This is why it is essential that you work on the way that people view your company by the things that you do, the way that you look, and the satisfaction of your customers. We have listed 4 things that are too often overlooked by businesses and are actually vital for the success of a company.

Make an Effort with Non-Customers

Remember that it is not just customers that will be spreading your reputation, good or bad, and that the opinion of those who have been involved with any part of your business, no matter how big or small, will share their experiences with others.

If you were window shopping and the store pulled the shutters down as you were looking at the products available to you, would you go back to the store and purchase anything from them? And more importantly, would you encourage your friends to visit the store?

NO.

This analogy works exactly the same in any business, whether a potential customer or not, their experience will have a part in the reputation of your business, and so at all times it is entirely necessary to remain professional even if your sale is turned down.

Look Good

No matter where you are going, or what you are doing, if it is in work hours or you are sporting company clothing or logos, you and your employees are representing your business. This means that everything from your language to the condition of your clothes needs to be professional and respectable at all times.

Company cars and vans need to be in great condition, showing that you care about your brand and how you look to other people. Proving that you are concerned with every little detail makes a massive difference when it comes to impressing people. Companies such as Vardens offer complete fleet washes to ensure that all of your company vehicles are up to high standards.

Show Empathy and Interest

Friendliness is one of the most important aspects of a businessperson, making it imperative that you and your employees show both interest in and empathy towards your customers. Do not underestimate the power of small talk, finding mutual ground with a customer and showing sincere interest in their life and circumstances. If your customers feel as though they have bonded with you and your employees, even on the simplest of levels, the rating you will receive based on customer service will automatically increase.

Dale Carnegie, a famous American writer and lecturer in salesmanship found that “91% of customers say that they will give a referral”, showing just how big the opportunity that word of mouth gives, and of course, reputation controls word of mouth. There is nothing better than having a reputation for being a friendly and honest business and creating rapport with customers will not only guarantee multiple sales but will be the cause of additional sales through recommendations.

For more information on how to build rapport with customers and why this is important, have a look at this article.

Make Other People Look Good

When you speak to your people about other customers or companies, you need to bear in mind that everything you say will reflect on your company and will therefore play a part in your reputation. Never say anything negative about another customer in front of anyone outside of your business as customers will always wonder whether you speak negatively about all people that you work with, which is not a great trait.

Not only does it appear unprofessional, but it breaks the unsaid rule that exchanges between you and your customers are private and confidential.

The same works with businesses that you are in competition with. Clearly the number one rule is to not promote your competition, but speaking badly of other companies can be as equally detrimental for yours. Do not make your customers feel as though you can only sell your products or services by ridiculing others.