If you think that only large corporations or big brands should worry about their reputation, you’re mistaken. Reputation is a big deal for every business today, regardless of size.
Whether you run a bakery, spa, bookkeeping firm or any other kind of business, you need to keep tabs on how customers perceive your establishment. This is the bedrock for creating an effective strategy for reputation management.
To help you get started, we have curated simple tips for building a sterling business reputation.
1. Offer dependable products and services
Of course, delivering quality products or services is the focus of a good business. But even in times of business hardship, quality should be the last thing to be sacrificed.
Better yet, offer quality that is a cut above that offered by competitors. Apart from a higher market share, a superior business reputation is likely to come from it.
2. Go the extra mile for your customers
With retail giants such as Amazon and the UK’s John Lewis building world-respected brands based on well-regarded customer service, never underestimate the importance of your own business’ customer relations. As these two retailers have illustrated, treating your customers well keeps them coming back for more.
Top-notch customer service will fuel positive reviews and thereby enhance your company’s reputation. One of the best ways to build good customer relations is being available when your customers need you.
Because they regard you as the expert, customers look to you for information, advice and help solving their problems. Be the helpful resource they seek and win a loyal customer in the process.
3. Ask for feedback and reviews regularly
One of the simplest ways to maintain a positive relationship with customers is by periodically asking them to leave reviews. This will help understand their journey with your company — what went well or if something was amiss about your products and services, and what could be improved next time.
You can make this request personally at the point of sale, through email follow-ups or phone calls. Or conduct online surveys on social media to gather information from your customers all at once. Consider offering incentives such as discounts to encourage participation and to garner more feedback.
4. Demonstrate your social responsibility
One way to attract the green consumers of tomorrow, such as sustainability-minded millennials and their younger Generation Z cohort, is by showing your efforts at social responsibility. Establish clear social responsibility initiatives and communicate them through various channels.
For example, you may wish to partner with charities or to donate a part of your profits or products to a worthy cause. Whatever you choose, make sure your customers are aware of it.
Additionally, ask customers for their feedback on social issues. It is a simple way to demonstrate your commitment and build trust with your audience.
5. Engage on social media
In our digital age, social media is an integral part of a small business’ marketing strategy, because it lets you proactively reach your target audience. As you build trust and relationships over time using social media, it can grow into a two-way conversation with customers to boost your reputation.
Responding quickly to comments or questions on your company’s social media pages and offering humble and timely solutions to negative reviews of dissatisfied customers will help you stay on the top of the reputation game.
6. Work with the right people
During the lifetime of your business, you may work directly or indirectly with a number of individuals and organizations.
It’s important that whomever you choose to work with provides you with at least a similar caliber of reputation and is not someone who risks bringing it down.
Do your research and make sure that you’re picking the right people.
7. Be a great employer
Having a great reputation among customers is simply not enough. You also need to be reputable among employees.
Staff are among your company’s greatest assets — they keep the wheels turning. They might also play a hand in enhancing your reputation, particularly when they’re acting as company representatives at events or conferences.
It makes sense that unhappy employees are less likely to offer the excellent customer service needed to build a great business reputation. Make sure that you’re treating employees with respect by offering fair wages and benefits, and by listening to their concerns, to maintain the reputation you have achieved.
