“Reputation,” defined by the Oxford English Dictionary, is the generally held belief or opinion about someone or something. Notice there’s no mention of facts or truth in that definition. Reputations rise or fall based on people’s perceptions. No matter how reliable a service or product may be, its reputation depends on the consumer’s opinion.
4 tips for managing your company’s reputation
1. Tune-In
Desiring to have a stellar reputation won’t make it happen—and neither will questioning customers’ criticism.
The first step is uncovering what people say about you, your customer service, your products, and your place in the community. And don’t just ask your mom, cousin, or neighbor. Folks you know can provide valuable insight—if they’re honest and you’re willing to hear. But surveying a broad cross-section of people will provide the most accurate picture.
Don a research cap and dig into customer reviews, review sites, and social media. Do a general search of your business’s name on Google and other search engines. Then save every scrap of data you can to compile a comprehensive report.
2. Be Proactive
Abandoning denial is the first step toward being proactive. The second—devising a crisis plan—acknowledges that a reputation-damaging scenario will arise someday. And it’s never wise to devise a crisis response during a calamity. So, establish a crisis management team (legal counsel, PR advisors, key company decision makers) before you need their services. Then remain vigilant to extinguish PR sparks and embers before they become an inferno of negative public opinion.
3. Build on Positive Reviews.
Pay as much attention to the good as the potential fire starters. Respond with enthusiasm to positive comments and reviews. Thank customers for sharing their experiences and encouraging them to spread the word. Reward good feedback. Never take positive feedback for granted or be too busy to acknowledge it.
4. Use Complaints to Your Advantage.
It will happen somewhere along the way. A disgruntled customer will complain, someone will leave a negative review, or a patron will spew an emotional outburst on social media. As tempting as it may be to write off these encounters, doing so would be the wrong move. Often, people simply want you to hear and acknowledge them. So, always apologize for the negative experience and offer a solution whenever possible. Keep public interactions positive while you reach a resolution to demonstrate that current and future patrons are valuable. When necessary, continue the conversation privately, with the goal of restoring an amicable relationship.
Gain a reputation for excellence in marketing your staffing firm with the assistance of the ASJ Partners team. Our exclusive commitment to the recruiting and staffing industry gives our clients a tangible advantage in today’s competitive job market. Reach the team at 610.930.5300 or weneedhelp@ASJpartners.com.
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