They say that a reputation takes years to earn and seconds to break. This can be very true of course, and you only need to see the recent mishaps of companies like Boeing, once considered the pride of the United States, to see why that is.
However, it’s also true that reputation isn’t just like an expensive vase standing on a corner table, ready to be knocked off at any moment. Reputation can also be delivered through the smallest interactions and details, especially when it comes to the daily habits of interaction that others might experience with you.
So, how can you make certain those are consistently good, without making your firm into a highly automated and often soulless enterprise? In this post, we’ll discuss a few measures for achieving that outcome:
Empower Your Frontline Staff
More than any marketing figure, the people who deal with your customers every day are the face of your company. They should have the freedom to handle situations with care and make decisions without needing approval at every turn. If they feel empowered, they’ll be more likely to treat customers well, and in turn, customers will have better experiences and be more likely to return, connecting that person to your brand. The more trust you give staff like this, the more they can open their wings. With Industri service training you can also help them stay at the top of their game.
Don’t Just Follow A Script
Scripts can be helpful in keeping your general message consistent, but they can also make conversations feel forced or impersonal, especially regarding support requests or in promotional copy. So, you might encourage your team to be themselves while following general guidelines. For example, a customer support agent who doesn’t mind asking about the wellbeing of their caller while working on their task can add a nice personal touch without being too intrusive. This keeps interactions human, allowing for real connections with customers instead of being robotic.
Incentivize Going The Extra Mile
As we all know, it’s the small gestures and thoughts that can make a big impact. This can express itself in several ways, from resolving an issue quickly or just offering a little extra kindness, as going the extra mile shows customers that you care. For example, giving support staff the option to add extra premium service to an account as a goodwill means, or providing a refund when they deem it appropriate can help you show your customers that you trust the judgment of your staff.
Have Steadfast Values You Share
Customers generally appreciate businesses that have clear values, even if they don’t hold every single social justice ideal that they do. Principles aren’t just about political topics of course, but about honesty, service, or reliability, and these values should be ingrained in your company culture. When your team shares and believes in those values, it’s reflected in their actions and your company begins to form a culture around that, be this an ability to welcome new clients with affability and accessibility, or perhaps helping parents feel safer knowing they’re trusting their child’s wellbeing to you temporarily. It really does alter the approach they’ll take.
With this advice, you’ll be sure to see why and how reputations are built through the smallest interactions.
