In my 28 years as a business coach, one thing has stayed true no matter the trends, your reputation matters, and it can make or break your business. For small business owners, it’s not just an afterthought – it’s your Most Valuable Player. Treat it right, and it’ll score points for you every day. Ignore it, and, well, it might just tank your business.
Your Reputation Speaks Louder Than You Do
Your reputation works 24/7. It’s like the friend who brags about you when you’re not around (the good kind of bragging, hopefully.) Whether it’s from online reviews, word-of-mouth, or what people see on social media, your reputation shapes how folks think about your business before they ever meet you.
Here’s a fun fact, 88% of people trust online reviews as much as advice from their best friend. That means if your reputation shines, potential customers will come running. But if it’s dull – or worse, tarnished – even your best marketing efforts might not save the day.
A Real-Life Example – The Tale of the Troubled Salesman
Let me share a quick story. A salesman came along one day and wanted to grab lunch which was cool as I’m always up for lunch. I had heard his name recently at several networking events and unfortunately, much of the discussion about him was not glowing. Always curious, I scheduled a lunch with him still as he seemed personable and it’s often best to give someone the benefit of the doubt.
When our luncheon came around, he arrived about 5 minutes late and was talking on his cell as he sat down. Not a big deal as everyone has a lot going on. We talked, we ate, and he kept checking his text messages. About 40 minutes in, after mostly talking about how great his sales had been and how successful he was, he got another message, read it, and abruptly said, “It was great meeting you. You’ve got the bill right?” and stood up and walked out the door.
Reputation verified. As for the great sales numbers and success, let’s just say he’s been job hopping ever since.
This is one of only a handful of people I’ve met over the years, I absolutely will never refer. Everything about him was transactional. Hence, the job hopping.
Guarding Your Reputation Like It’s the Last Slice of Cake
A great reputation doesn’t just happen; you have to nurture it. You have to be diligent. You have to be humble. Here are a few ways to keep yours in tip-top shape.
- Keep Your Promises
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- Be reliable – don’t be that business that says, “delivery in 3 days” and shows up a week later.
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- Own Your Mistakes
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- Nobody’s perfect. If you mess up, admit it, fix it, and move on.
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- Ask for Feedback
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- Customers love feeling heard. Plus, their input can help you improve.
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- Stay Active
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- Be part of your community, both online and in real life. People trust businesses they can connect with.
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The Big Lesson – Reputation Matters Like a Long-Term Investment
Think of your reputation as a savings account that earns interest. The more you invest in doing right by your customers, the more it pays off in loyalty, testimonials, and repeat business. But if you ignore it? Well, even the fanciest marketing won’t fix a bad rep.
So, here’s your game plan – protect your reputation like it’s the last slice of cake. Treat it well, build it, and don’t let anyone mess with it.
