When you own a business of your very own, your reputation is everything. It’s what makes your clientele choose you over your nearest competitor. It’s what engenders a sense of trust in the brand you have created and in you; the guiding hand behind it. Thus, when the knives come out for you and others seek to besmirch your good name it can have disastrous consequences for your brand and your business. You must defend your good name with every ounce of might you can muster. This is a battle on several fronts. You must not only be reactive and deal with threats to your reputation as and when they appear, you must also lay a firm foundation to limit your liability and protect your reputation from damage. Here are just a few of the measures you can take…
Hire a lawyer with a sterling reputation
No matter the size of your operation, it behoves you to find a sterling legal team. If someone accuses you or your business of malpractice, the outcome in court is more than likely to spill over into the court of public opinion (which can be notoriously unforgiving). A good legal team will mount an aggressive defense on your behalf and ensure that the truth comes to light. See Brian Zeiger for more information. Of course, prevention is always the best cure, which brings us to…
Make sure that you have the right insurance
If you have a physical place of business, it goes without saying that you need some form of public liability insurance to protect you if a customer or client injures themselves on your business.However, businesses are increasingly investing in reputation insurance to insulate you against a wide range of risks to your reputation and to help employ potent damage control measures. While entrepreneurs can be gun shy when it comes to the prospect of more overhead costs, the right insurance is absolutely essential in protecting your operation and your reputation.
Deal quickly and decisively with social media complaints
Every customer service policy should have a comprehensive and effective customer complaints policy at its core. However, in the social media age, people are much more likely to air their grievances in the public forum of social media than submit an official complaint.
The longer a complaint is left undealt with on social media, the more potential damage it can cause to your reputation. It’sup to you to deal with these types of complaint quickly and decisively. Set up a Google alert to help you to respond quickly. Address the complaint publicly. Be sure to apologize and demonstrate your willingness to make amends.
Know the needs of your target market
While you may enjoy the regular custom of your target demographic now, make no mistake, they will turn on you if they feel that their needs are being neglected. Lose focus and you may find yourself the focus of negative buzz which will almost certainly result in a loss of sales.
Take the steps to guard your reputation and you will not be pushed off the path to prosperity.