Ben Franklin knew a thing or two about reputation. Not only was he concerned about his own, but also about the effect his actions would have on his parents' legacy and on the ambitions of his children. In short, he knew that one's reputation was a most valuable thing. Here are a few other insights on reputation from the self-proclaimed printer, revolutionary and statesman.
“It takes many good deeds to build a reputation, and only one bad one to lose it.” – Sage words from a man who arrived in Philadelphia a fugitive with no real prospects. He would then, over his lifetime, build a reputation for integrity, frugality and intellectualism that has lasted for two centuries. In short, Mr. Franklin did things the right way every time and he is remembered for it. Does this describe you and your company?
"By failing to prepare, you are preparing to fail." – This is another popular aphorism that seems self-evident, but one that many business owners fail to heed. In short, get ready for the future – for example, always order properly, try to schedule the right number of employees at the right time and create a financial contingency fund for the unexpected – or you will be caught unprepared and in a crisis and may have no recourse but to shut your doors.
“Never ruin an apology with an excuse.” – Without a doubt, all companies make mistakes – with their employees and with their customers. The truly monumental mistake they make, however, is in how they choose to rectify the error. Recognizing an error as your own – even if it is not truly yours! – is a sure way to win customer loyalty. In the long run, this strategy is extremely ROI-effective. The cost of retaining a slightly disgruntled customer is far less than attracting a new one.
"There is no little enemy." – Similarly, a disgruntled customer can dissuade numerous other potential customers from using your service or product simply through word-of-mouth. Indeed, there is no small enemy when it comes to your reputation. Guard it fiercely and make every attempt to have your customers extol your virtues rather than belittle your efforts.
For more detailed information on the “ins and outs” of public relations and online reputation management, download Axia Public Relations' free Online Reputation Management Guide or contact Axia today.
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