Elements of a Successful Policy
In order to employ a policy that works for your company, it is important to take into account the following places where your business reputation might falter:
- With the Better Business Bureau and other consumer affairs agencies
- Within word of mouth circles
- On social media websites such as Facebook or Twitter
- In public forums and bulletin boards
- On individuals' private blogs
- Other Internet and real-world places
Once, in a galaxy far, far away and in a time long, long ago, I worked at Blockbuster Video (before Netflix even existed). One of the things I've carried with me from my employment there was a statement that went something like this:
For every poor customer-service experience an individual has, he or she tells around ten people about the dissatisfaction.
When you realize that in order to make good on dissatisfaction a company needs to have a dozen positive reviews to negate the critical review, it is easy to see where the first checkpoint for reputation management needs to be. Customer (or client) satisfaction needs to be the biggest focus of managing your reputation.
However, while customers and clients are a huge part of what you need to focus on when you want to build a good name for your company and brand loyalty, you also need to watch what your employees are doing.
Thus, every policy involving the management of a company's reputation needs two prongs: How that company will deal with customer or client satisfaction and how that company will deal with employees.