Reputation, Influence and Branding

I’ve often had experiences dealing with businesses that were very negative. One time the experience is good, and the next time bad. Why?

I use the phrase, “Repetition is Reputation.” When you are consistent, you build the trust of individuals.

Influence and branding are built on consistency. People like knowing what to expect. You can wow them or over-deliver, but do it consistently.

Make it easy for potential customers to understand who you are and what you do, and they will be more likely to say “YES” when you approach them.

Have any of you had the experience of dealing with someone who wasn’t consistent? Share it with us.


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13 Responses to “Reputation, Influence and Branding”

  1. Al Rusca says:

    After reading your comments about consistancy my first thoughts went to our local pizza restaurant. They enjoy a reputation for home cooked meals and I could walk there.
    Unfortunetly, we discovered a fatal flaw. One week the food was awsome, the next I questioned my wife to see if she found a new pizza place. The following visits gave the same results, sometimes good, sometimes bad. I stopped by and quizzed one of the waitresses and I discovered the answer.
    Their homemade sauce was a hit or miss proposition depending on which cook prepared it that day. I mentioned the problem to the owner but he did not feel it was an issue, supposedly they all use the same recipe. When the consistancy didn’t improve I solved the problem by finding another restaurant that is not as convenient but the food is very good and consistant!
    Bottom line, everyone works hard to cultivate new customers through advertising and good service. Why lose them by not performing consistantly?

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    Ken Reply:

    I’ve had similar experiences. There’s no reason for that to happen. The ridiculous part of it all is that when you mentioned it to the owner, he didn’t think it was an issue. DUH! What a terrible way to handle a good customer who only wanted to help him. Thanks again Al.

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  2. Tony says:

    Talk about the best way to loose a paying customer. We had the same problem with a local car dealership. We leased a 1995 Blazer and had a great experience. One month before the lease was due, we went back to the same dealer and to our amazement, they were rude and would not honor the price for a new Blazer that was advertised on TV. The salesman stated that the deal was for New York and did not apply to Connecticut. He said if we went to NY, we could lease a new Blazer at the advertised price. Instead, we chose a new dealership. The next month when we returned the Blazer, they were almost begging us for our business. We laughed and told them we would never return to their dealership again. Car dealers just don’t understand the cost to constantly acquire new customers instead of building customer loyalty. Now this dealer is crying poverty.

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    Ken Reply:

    Tony, Again, you are right on. Not only did they lose an additional sale, but they also lost a customer. I’ve found through experience that it just doesn’t stop there. Most customers now tell others about their bad experience, and it now multiplies. Did you mention this bad experience to anyone else. If so, how many people down the line do you estimate have heard your story about your bad experience, and passed it on to others? It would be interesting to know. I appreciate your comments and we all will learn from them.

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