Every time an employee of yours interacts with a customer or potential customer, your corporate image is being recreated.
What many small companies don't realize is that branding and presence are constantly being established - even if your company has been around for 40 years! Presence is spread by word of mouth, how the customers feel about you after interactions with your staff, and many many small factors such as how neatly your envelopes are addressed when they receive correspondence from you.
It takes 10 positive inputs to outweigh 1 negative input - it never pays to allow customers to be treated in any way other than courteously.
There are certainly situations where payment is due and your customer is not paying - these have to be handled with the utmost of care or you risk being badmouthed, or blogged about negatively. This is easier said than done!
Other day to day interactions with customers can make a huge difference as to whether they will call again, or recommend you to someone else.
Pay attention to how your employees greet and interact with your customers. Are they smiling or grumpy?
In our construction business, we work hard to impress upon our team the importance of leaving homes clean at the end of the day.
What can you do in your business to ensure a positive presence?
