Reputation is all about gossip!
Your reputation is based on what other people say about you (usually when you’re not present).
And what leads to those comments?
Their experience of you, your business, your content – and what they’ve heard about you from other people. It’s like Chinese Whispers, one person says something and another repeats it to a different audience – and adds a bit.
That means that you need to watch every step you take, every move you make (thank you, Sting) because people are watching you. Not as in stalking, but they notice if you are always late to meetings, or are inclined to put other people down. They notice if you always turn up with sweet treats, or give away useful books, downloads, etc. Everything you say and do has an impact on the ongoing gossip.
Many a reputation has struggled because of some chance remark. “Oh, she’s so disorganised, always forgets to bring the right papers.” The sad fact is that you may only have done this once, on a day when you had a row with your teenager before breakfast and the car had a flat tyre when you went to head out. That just means that you have to ensure it doesn’t happen again (being disorganised – not teenagers and tyres, they’re just life).
Create a positive impression
The stats vary, depending on who did the poll and when, but overall it’s unfortunate that people tell around three times as many others about negative experiences as about good ones. We expect a good level of service, so we don’t get excited when we get what we expect. That means you need to be outstanding to get that positive gossip.
What could you that would make people remember you in a good way?
It has to go beyond simply following up promptly or sending information on time. There needs to be something beyond that.
Think about things that have stuck in your mind when you’ve been on the receiving end of great service.
- The hotel that folded towels into animal shapes.
- The phone provider who gave you an extra charger, with a quirky message on the box ‘For your other mansion!’
- The garage that left a little ‘car hamper’ after your first service, with tissues, screen wipes, rubbish bags, a pen, some mints, etc.
It doesn’t have to be a gift, it can simply be doing something unexpected that is really helpful.
The key to success is consistency. This is a long term marketing strategy, not a flash in the pan. Keep doing the right things, being friendly, helpful and willing to go beyond the expectations and your reputation will shine bright.
