The most significant characteristic of any business is its reputation. Customers are attracted to or driven from a business due to its reputation. Many people refuse to shop at a certain business because it is not unionized. Some shop at that business due to the fact that they hate unions. The same reputation draws some customers and drives others away.
Building a Reputation
At the beginning of every enterprise, the entrepreneur should decide what the reputation of his business should be. In addition, the methods of building
that reputation should be clearly stated, and once it is known, methods of maintaining the reputation should be established.
The wise entrepreneur knows that the best way to build a good reputation is to have satisfied customers. He also knows that those satisfied customers will bring other customers by word-of-mouth advertising. He easily recognizes that the bottom line increases with each new customer.
Advertising Can be Bad
Every business knows that advertising informs people of sales and new products. Businesses spend billions attracting customers with advertising. Unfortunately, those same businesses sometimes fail to provide a good product or service. With each occurrence, the reputation is damaged.
The best entrepreneurs try to provide quality products at competitive prices. Therefore, when flawed products are sold, good businessmen exchange the product or give refunds. They know reputations are essential to business success.
Threats to Internet Businesses
Each business plans how it will treat its customers. Businesses provide written instructions of return policies. They do everything possible to establish and maintain good reputations. However, the Internet is different, and that’s why you need Internet reputation management. Creating and maintaining this can really make – or break – a company.
The successful businesses recognize that a courteous and helpful customer service is vital in building good customer relationships. Customers who have purchased flawed merchandise have right to expect to return or exchange it. People who work in this area of the business must be courteous even if they believe the customer is wrong.
Good customer relationships are built when customers have difficulty assembling new products. Even when the customer has missed a simple step, the representative must not be offensive by laughing or making a remark about the ineptness of the customer.
Competitors, dissatisfied customers, employees and former employees may post false or misleading information about your business. Without Internet reputation management, your reputation can be ruined…