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  • Writer's pictureHayley Burtt

Brand Reputation: Is your brand falling short and repelling your ideal clients?

Remember this: YOUR BRAND IS YOUR REPUTATION


Simply put!

your brand is your reputation

Just recently I was invited to go and work from a beautiful new co-working space in my local area. 


I was excited.


Although I love my home office, having a space where I could soak up the atmosphere, connect with other people, enjoy a coffee and just have a change of scenery for creativity was welcomed!


But the experience left me feeling - disappointed.


The venue was stunning, it was a converted old town hall that had all the original features including grand staircases and marble floors. The company who had taken it over to create workspaces, meeting rooms and lounges, had hit the decor nail on the head. It was perfect - elegant with a modern twist.


BUT, that’s where the excitement ended. 


There was absolutely no customer experience.


When I arrived I was greeted by a lady at reception who, although friendly enough, did not go above and beyond to sell this stunning venue to me. She took me to the lounge and coffee shop where I was allowed to stay as a free guest for the day and pointed out the toilets.


She left.


Being nosey, I walked around the whole floor with my pass, and came across some offices that I assume you could rent out. There were also large wooden doors which I assumed would have been meeting rooms.


I went into the lounge, there were only a few people in it. The atmosphere was more like a library than a buzzing co-working space. The coffee shop stocked some average looking sandwiches and cakes - nothing out of the ordinary - but fair enough.


I asked them about the office space to rent but the barista looked at me and informed that he knew nothing about them and pointed at a lady sitting on her laptop - “ask her” he said.


So I did. She said “we don’t have anything to do with that. We are a coffee shop and are a different company.”


So back downstairs I went to enquire.


The girl looked puzzled as to why I was so interested, it was like trying to get blood out of a stone. I went on to ask if they had meeting rooms I could hire for the day or per hour, she said she did and got a bit flustered when I said “is one available now.” I finally got given a price and I said I would have a think and come back. I decided against wasting my money, already knowing I wasn’t going to stay for long.


I went to the lounge, grabbed a very untasty coffee and forced myself to get some work done.


The point is:


Numbero Uno...

I was a very hot lead coming through the door. I had expressed my interest before coming to the work space for the day that I was a local business looking for a permanent space for meetings and co-working. At no point was I sold on the concept of the offices or them as a company. I wasn’t shown any office spaces or told what my options were. For all I knew narnia could have been behind one of the closed meeting room doors.


Number two...

I appreciate that the coffee shop is run by a different company but as a customer you want to feel that there is seamless communication. Being told “we know nothing”, makes you feel that you are in a place that is unconnected and doesn’t have the same interests and values at heart. How hard would it be for both of them to cross-promote what each other do …i.e. “make yourself comfortable in the lounge and try our delicious coffee”, or “yes the venue has an array of meeting and office spaces, here is a leaflet or if you want more information I can get someone to come and talk to you.”


I appreciate it’s a new company, and to be fair they took my feedback on board as I believe in openly sharing feedback as I want it to do well.


But it’s a lesson for all of us.


You may know exactly what your brand is, what it stands for and what you do. But is this congruent everywhere? In your social media posts? On your website? Does your team understand it? Third-party companies you work with. 


Ultimately anything that links back to you and your company affects your brand - YOUR BRAND IS YOUR REPUTATION.


 


In conclusion - here are 5 top tips to make sure your brand isn’t repelling your ideal clients!



Define Your Brand Identity:

Clearly define your brand's values, mission, and personality. Ensure consistency across all touch points, including messaging, visuals, and customer interactions.



Deliver Consistent Quality:

Consistently deliver high-quality products or services that meet or exceed customer expectations. Consistency builds trust and reinforces your brand's reputation.


Prioritise Customer Experience:

Put your customers first by providing exceptional service and support. Listen to feedback, address concerns promptly, and strive to exceed customer expectations at every opportunity.


Maintain Transparency and Authenticity:

Be transparent about your business practices, values, and processes. Authenticity builds credibility and trust with your audience, helping to establish a positive brand reputation.


Monitor and Manage Your Online Presence:

Regularly monitor your online reputation across social media, review sites, and other online platforms. Address any negative feedback or comments promptly and professionally, and actively engage with your audience to foster positive relationships.





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