28. Oct, 2021

Do You Deserve Your Reputation?

Individuals, businesses and organisations attract their own reputation – good or bad.

In simple terms, reputation is defined as the way people think and feel about their real or perceived experience with you, and/or those who represent you. Our experience over more than three-decades tells us there are five leading failings that can seriously damage your organisation. READ ON >>>

In reverse order:

5th Place Failing - Poor Advice – when someone acts on advice you or your organisation has given, especially when paid for, they expect it to produce at least a favourable result. Are you totally convinced the advice you, or those who represent you, will not be bettered by a competitor? Constantly checking out your marketplace is a prime responsibility of every organisation.

4th Place Failing - Poor Complaints Response – when someone feels disappointed, they often return to the source for reassurance, if not compensation. Yet, too many organisations dismiss a complaint as negative rather than viewing it as a positive opportunity to improve a relationship. Your organisation must anticipate all possible complaints pertaining to your marketplace and customer service and, train your positive response to each.

3rd Place Failing - Your Call Is Important To Us – real or automated call-holding for more than the time it takes to connect the caller is not a good idea. And, never, never, never tell someone the line is “busy”. This infers that the caller is unimportant! Better to take a message for call forwarding.

2nd Place Failing - Messages Not Returned – failing to respond to a communique drags any organisations reputation through the mud. 72-hours is the emotional limit before most people will write you off. Make it a priority for a return call within this time, even if it is a simple apology for the delayed connection, stating the reasons for the delay.

Top Failing - Unable to Speak to the Person Called – when the desired individual is unavailable more than twice, it transmits the message that they don’t care about the caller. A person-to-person explanation from someone associated with the desired individual to the originator is essential to maintain high reputation. Offering a suitable alternative connection in the short-term may compensate. Failing this, every efford must be made to arrange the original connection.

Summary: Everyone’s reputation goes before them. Reputation is another’s awareness of you – real or imagined. Your response to each of the above five situations will pacify or aggravate the outcome.

To explore this paper, email info@uetp.co.uk

Complicated IS Easy! Simple IS Hard!