1. 3 Principles With Regard To Building A Great Reputation
Customers buy for a variety of reasons and one of the most important is your company's reputation.
Your status is a state of being held in high confidence. It's the core of who you are and that which you
represent. The query becomes, how do you get there? how did you create your reputation -- being
highly thought of and sought after because of your prospects and customers ? There are 3 concepts
for building a first-rate reputation:
• exceeding expectations
• powerful return for the expense
• Your company's culture
Exceeding expectations: what expectations do you set with your customer or even prospect that gives
them an appreciation about how exactly you conduct business ? How are you different from the rest
of the pack? Do you provide greater service than expected, faster turnaround on delivery, better than
expected response period on the phone or even onsite? When you exceed expectations, your
customers tend to be elated. This is what they will come to expect. When you are impressed with the
way you are taken care of, do you tell a friend about it? Most certainly, and since we all want our
friends and colleagues in order to reap the same advantages we've received, all of us give a referral
that naturally adds to our own credibility. Sometimes it's the little things in life that make the huge
difference. Your health club opening up ten minutes early or waiting on hold for the following operator
and they say the waiting time is 5 minutes and they pick up in twenty seconds and you're amazed. Or
your cost per action says you will owe approximately $750 this year in taxes but due to his
persistance , he calls 1 week later to say that you're getting $250 back again. It's all about being
better than the expectations you place. Where can you exceed expectations?
Strong return for the investment: a powerful return on investment is concrete proof that your answer
provides value. Yet can you quantify the actual return for the client ? Will spending $5,000 in new
software reap a return 5 times greater within the next 2 years? could it be in revenue, expense
savings, customer response time or an increase in productivity? If you can quantify their investment,
your own customer will have a sound reason to buy. Client testimonials are one great way to
demonstrate your worth , and you're letting your own customer tell your story. Nothing is more
powerful than reference selling and referrals.
Your company's culture: maybe intangible, but it's powerful. It's how you view your visitors. How do
you conduct your company , what's your mindset towards customers, how can they expect to end up
being treated? Winning businesses are the ones that give power to the employees to make decisions
that are in favor of looking after the customer. Does your own culture put the client first, does it
empower the employee to solve the actual customer's problem, tend to be your terms and conditions
fair , do you follow up in a timely manner and how quick are you to resolve issues making decisions?
World class businesses let customers know what it's like to do business with them. There is very little
red tape. Just take a look at how Southwest airlines operates and yes their own latest commercials
have a ball of red tape rolling down the actual terminal. Great businesses have a reputation for being

2. decisive, having a objective that is always win-win and have a foundation created with their
customers on based on trust.
If you want your customers in order to admire your status in your industry, make sure you exceed
their expectations , convey a strong return for the investment and show them how your company
operates to maximize the customer relationship.
Good selling !
Costa Rica marketing