2 Critical Components to Rebuild a Reputation

February 4, 2018

I am often asked if a person or company can recover from a reputation crisis.  The simple answer is, “yes”, but the effort and discipline it takes to do so is not that simple and is solely up to the individual or the leadership of an organization to act upon two vital elements – consistency and time. While reputations are fragile, and once cracked can never quite be put exactly back together, recovery can be achieved if there is genuine and transparent acknowledgement of what was done, if there is clear and consistent behavior to make amends, and this is done (again) consistently over time. Robert Downey Jr., comes to mind when I think of a person who rose to prominence, fell, and then repaired his reputation to find success (and work in Hollywood) again.  Johnson & Johnson’s Tylenol brand is another example of a brand that lost confidence among consumers, but through diligent and consistent efforts, earned that trust back to regain its place as a global category leader, and a product welcomed back in people’s homes. Consistency – the key here is to recognize what actions or behaviors led to the reputation issue, make the proper amends, and then outline the ways in which you or your company will move forward in an authentic way to demonstrate your intent to regain trust and reputation – day in and day out! Downey Jr., took time to rehab his body from the addiction to drugs while also nurturing his mind and spirit to focus on what would be meaningful in his life and surrounding himself with like-minded people.  People soon saw that he was consistently working to make amends and move forward in a positive manner.  I’m not saying that the Iron Man franchise would not have happened without him, but there’s no question that his involvement and talent made it a blockbuster! Time – people can be skeptical as well as forgiving, so the critical element here is consistent behavior over time.  Commitment to a vision of regaining reputation is what will drive the consistent behavior over time.  Repetition (not only in how I ended the last two sentences) is the key to turning skeptics into supporters and from supporters to potential advocates.  Tylenol’s emergence from the cyanide tampering in the 1980s is an example of not only acting quickly (another form of time – see this story for the power of time), but also how leadership focused on creating a tamper-proof solution that would continue to demonstrate trust and reliability over time. If you or your company have been caught in a reputation crisis, it does not signal the end!  However, it will take deliberate planning to outline what must be done differently, clear communication to your family, friends, colleagues, customers or other key constituents as to what will be done differently moving forward, and then ‘walking the walk‘ each and every day!  Easier said than done, but your future and your reputation are more than worth the work! Don’t you think?

Read more

5 Must-Know Reputation Perspectives for Every Entrepreneur

September 14, 2016

5 Must-Know Reputation Perspectives for Every Entrepreneur Entrepreneurs know that their success is determined by several factors. Of course, it all starts with the idea or product that will be brought to market. However, even the best idea or product will languish without an entrepreneur with a high level of confidence, organization, discipline and passion. But, what’s missing from that launch list? Developing and maintaining a strong reputation! Every entrepreneur must make reputation growth and management part of their daily habits. Reputation development should also be seen as a sustainability pillar in their short-term and long-term business plans. Failure is a strong possibility if it isn’t. Social media platforms are a vital link for entrepreneurs to attract and retain venture capital, talent, lead generation and referrals. Entrepreneurs are using this global touchpoint to build their brand as well as identify assets and resources. But remember that social media is not a one-way street! Those who might be interested in associating with that entrepreneur are also using social media resources to check on their credibility, social feedback and the experiences of others before deciding whether or not to place bets on them. Let’s not forget that people still use the analog version of reputation research by just asking and tapping into their personal networks to get real-time feedback. An entrepreneur may have a great product, but if they develop a reputation for missing deadlines, being a poor leader, treating vendors with disrespect, mismanagement of capital, then even the best products will have a short lifecycle – with such a competitive marketplace who wants (or needs) to work with people like that? Below are 5 must-know reputation perspectives for every entrepreneur to better protect and grow one of their greatest entrepreneurial assets. People associate themselves with another person based on two things – When trying to decide on whether or not to associate ourselves with another person, we often rely on two factors. The first is our previous experience with that person. We quickly go into our mental hard drive to retrieve experiences and determine whether those were positive or negative. If we have no previous engagement with that person, then we tend to rely on what others have to say. That is when we’ll tap into our personal or professional networks to gain perspective based on others’ experiences with that individual and the reputation that has been created. Simply stated, these are called referrals!! Both approaches are rooted in historical experiences that strongly reflect upon ones reputation. Reputations surround our identities and drive trust/connectivity – Whether we know it or not, like it or not or embrace it or not, our reputations surround who we are and are solidifying factors to our identities. Always remember that our reputations speak for us when we are not there to speak for ourselves. Just as our reputations are aligned with our identities, so does our reputation drive trust and allow us to connect with those who can help us. This often happens on a daily basis, if you think about it. Think back to a moment when you asked a friend or colleague to […]

Read more