People That Can Sink Your Brand
All of the hard work that it takes to launch a business seems to pay off when you finally have customers paying for your services. While it is easy to think you’re safe at this point and loosen the reigns, losing focus on management of your brand can come at a high cost.
A brand is more than just a logo. It is how your consumers feel about you, how they perceive you, your company, your service, and your people. It is the expectation of an experience, and it drives customers to your door. All of the hard work that you put into your brand and your business should be coveted. Pay attention to these types of people that have the ability to sink your brand.
- The front-desk person
This is the first person a paying customer sees, and they are a critical part of your brand experience. If the misrepresent you and your company’s values, they have the potential to sink the ship.
- The founder
The founder of your company likely had a lot to do with the development of your brand. This being so, it is important for the founder’s values to align with the company’s both in person and online. This conveys to customers that what is promoted is actually practiced. If the founder’s actions are out of line with brand standards, suspicion and skepticism may creep in.
- The customer
Surveying customers gives you a good idea of how they are feeling about their experience with your company. It is important to pay attention to dissatisfied customers, because they have the ability to post negative comments about your business on social media which can be devastating to your brand. Take complaints seriously and do your best to right the wrong before it’s too late.
- The vendor
Vendors have the ability to influence pricing and delivery times, and they have connections with other business owners. It is not uncommon for vendors to be treated like a service staff, but in reality they have a massive part in how your company is perceived in the marketplace. If your brand promotes community, collaboration and caring, practice what you preach. Live your brand and treat your vendors with kindness and care.