The challenge about your reputation is that you don’t always know what other people say about you.
Friends and close business associates may report what they’ve heard, but there are very, very few people who will be brave enough to tell you if it’s not good news.
I’ve heard plenty of negative comments made about others. If there’s some grounds for the comments you can bet someone else will agree, and then a whole conversation, heard by people who may not even know the person. And we all know how much we like to gossip. Whenever that name comes up, even someone who has never met them will wade in with what they heard.
Unfortunately, it’s human nature to repeat negative information. While people do pass on good things, they have to be way beyond expectations to merit mention. If you consistently meet the expectations of your clients, that’s what they want, they’re only going to notice if it’s something extraordinary, while it only takes a little wobble to make the ‘gossip news’.
How do you get control of your reputation?
The first step is to build your reputation network. These are people you know and trust who will tell it like it is. Ideally, you’ll do the same for them. As the saying goes ‘knowledge is power’. If you know what is on the gossip line, you can take steps to deal with it.
Step two is working with the client – or the person who has had a bad experience of you – to rectify the situation. Ask the client what a successful resolution would look like to them – but don’t be steam-rollered into something that is either more expensive than merited or going against your values. Discuss, explain and negotiate a reasonable solution.
If it’s an individual who isn’t a client, approach them and ask them what their experience has been that has led to their beliefs about you or your company. If it’s something you can address, do it. If it’s just that they don’t like you, there may be nothing you can do to change that – being universally loved isn’t a goal you’ll ever achieve! However, the fact that they know you’re aware of what they’ve said may be a step towards them being less keen on bad-mouthing you behind your back.
Step three is transparency. When you make a mistake, own it. People respect those who are willing to say ‘We made an error … and this is what we’re doing about it.’ Not just to the client that had the problem, but using it as a case study at networking events and on your social media. Admitting you’re human endears people to you – and gets them on your side, rather than spreading malicious rumours.
Leverage your influence
People who already know you will have their own opinions of you – and, providing you are a reasonable person, know your stuff and are helpful generally – they’ll be able to tell when the gossip is malicious and not factual.
The people you need to educate are those who don’t yet know you. That’s where your social media, newsletters and blogs come in. If you consistently share good value, people draw their own conclusions – usually positive. If everything they see is good stuff, when they hear something that doesn’t ‘fit’, they’re less likely to take it seriously.
The secret is to be active in knowing what the grapevine or bush telegraph says about you, then you can take action to deal with the negative and enhance the positive.
