There are many things that people take into consideration when choosing which business to support. They look at the quality of products and services, they look at the location of the business, and, of course, they look at the price they’ll have to pay for these products and services. However, if your business has a bad reputation, you’ll likely lose customers, no matter how great your prices are.
If you are a brand, you might not have the time to do everything on your own. There are just too many digital platforms that you will have to follow on a day-to-day basis to ensure that you are not missing any negative comments or statements around your business. A better and more convenient way to overcome this is to hire a specialized agency that can help you with managing your online reputation.
Think of how many businesses have been boycotted or “canceled” these past few years, due to inappropriate behavior. These days, a business can’t afford to make a single mistake – someone will record it, place it online, and the business’s reputation will be washed down the drain. As you can see, it’s very important to maintain a good reputation for your business. Keep reading if you want to find out how.
Use reliable businesses
Most businesses cannot survive on their own; they need other businesses to help them. They need suppliers, IT people, marketing companies, delivery companies, and more. And if these companies don’t do their job probably, your business will likely take the heat for their mistakes. If your website is down or a delivery arrives later, customers will view it as your fault, even if it was entirely out of your hands.
That’s why it’s so important to use reputable companies who take as much pride in their business as you do in yours. Another important factor to consider is the packaging you use for your products. If your packaging isn’t up to standard, it could lead to damaged products and a negative reputation. Have a look at different types of product packaging to find a solution that works for you.
Honesty
To have and maintain a good business reputation, there needs to be an open relationship between you and your customers. Of course, this needs to be done within reason – for example, you can’t share financial information with customers. However, if something has happened and can affect your customers directly, you should be honest with them, even if you don’t give them all of the details. This often means acknowledging your mistakes.
For example, if you have a faulty batch of products, your instinct may be to sweep it under the rug and say nothing. But the truth is that it’s likely to come out anyway, and your customers should hear it from you. You also need to apologize when your business has made a mistake. It may not be fun, but it will earn people’s respect and it’s often the only thing that can save a business’s reputation.
Good customer service
No matter what advances are made in digital and other forms of marketing, the most effective type of marketing is word of mouth. People are more likely to use a friend’s recommendation than to pay attention to an advertisement. Unfortunately, this goes both ways. If one customer has a bad experience, word will spread, and people will avoid your business. It is for this reason that people often say, “the customer is always right”. While the customer isn’t always right, a happy customer means a better reputation for your business, so customer service should be a priority.
Pay attention to detail
Any business can have the basics: good marketing, reasonable prices, and good customer service. However, to have a truly successful business and a good reputation, you need to pay attention to detail. This often means asking customers how you can improve your business, and then listening to their suggestions and implementing them.
Don’t make promises you can’t keep
So often, businesses make amazing promises to their customers. They promise to never raise their prices or to give all of their customers a free gift. Unfortunately, unexpected things happen all the time, and nothing will be worse for your business’s reputation than failing to do something you swore you’d do. Similarly, if you do make a promise to customers, you need to keep that promise, no matter what. The relationship between your business and your customers works the same way as any other relationship: they need to be able to trust you.
Give back to customers
If you’re looking for a way to secure loyal customers and make sure they support your business time and time again, we have the answer for you. It’s quite simple, really: give them something in return. People are used to only spending money when it comes to products and services, and getting nothing in return. Therefore, if you do happen to give them something in return for their support, it makes it more likely that they will come back to support you instead of a competing business. You don’t need to sacrifice anything either. You can have a point-based loyalty system, which is beneficial for you and them. Click here if you need some inspiration.
Go the extra mile
If you see a customer struggling to carry their bags to the car, have someone help them. If a customer wants a product that you don’t have, tell them where they can find it, or try and source it for them. If an elderly customer is lonely, talk to them. We often think that people don’t notice these small acts of kindness, but they do, and it’s what keeps them coming back for more.
Support charities
People want to feel that they’re doing some good in the world. This means that they’re much more likely to support a business that has a reputation for supporting charities. Supporting charities is a good thing to do, and a venture that your business should be undertaking regardless of whether it makes you look good. However, there’s no denying that it helps your business image. You can have fundraisers, or donate a percentage of your sales towards a charity of your choice. If you’re lucky, a local newspaper may even do an article about it, which will definitely boost your business’s reputation. If you feel truly passionate about something, you can even start your own non-profit organization alongside your business.