In today’s world of the empowered customer and transparent online feedback, reputation is everything.

We know how to build a great reputation (just by using the Sales Through Service systems), but how long does a great reputation last?  And what about a poor one?

Let’s start with the idea of a poor reputation. Would you ever buy jewellery from someone called Ratner?  What sort of words spring to mind when people use the term British Rail? OK, point made.  A poor reputation lasts for decades, so it’s something that needs to be avoided at all costs!

So, what about a great reputation?

A great reputation lasts about the same amount of time as it takes to eat a pre-packaged sandwich.  It takes months and even years to build but can be lost at the drop of a hat.  It took Gerald Ratner approximately thirty minutes to destroy the world’s most profitable jewellery company.  It took just one manager in one Sainsbury’s store in Stratford in East London to destroy Sainsbury’s reputation for integrity simply by putting the wrong poster in the shop window.

In today’s world of the empowered customer and transparent online feedback, your reputation is as fragile as it ever has been.  It is easily lost and incredibly hard to recover.Referrals

It is bloody obvious common sense that you need to invest in feedback and follow it with genuine engagement and continual improvement systems: to build reputation, loyalty and referrals.

Get it wrong and you can be knackered in under the amount of time it has taken you to read this article.  Get it right and the world is your oyster.

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