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Shetterly's Three Laws of... Reputation

1) Reputation is advertising.  Good or bad, you don't buy it, but you pay for it one way or another.


2) Reputation begins with customer service that people must talk about.  If you fail at great customer service and you fail to be talked about positively, you are going to fail at great reputation.


3) Reputation is something you own as far as responsibility, but your customers always own it as far as content--it's what they say, not you, that is your reputation.


(let's see if THIS one generates more conversation!  :)


by Keith Shetterly, Copyright 2011

All Rights Reserved

Views: 42


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Comment by Keith Shetterly on April 30, 2011 at 1:15pm
People buy cars from people they like and trust.
Comment by Jae Chang on April 30, 2011 at 1:15pm

Websters defines reputation:  overall quality or character as seen or judged by people in general, a place in public esteem or regard : good name.


People by nature seek acceptance; they generally trust others like them.  Social acceptance always has subliminal needs.

There so many who seek and strive for a good reputation have no idea or knowledge of what is being reputed about them.  conversely, there are those who don't care.


Reputation:  Qualifies or Dis-Qualifies 

Comment by Dennis Galbraith on April 28, 2011 at 6:55am
Some shoppers are impacted by branding advertising and unaware of the dealer's reputation. However, branding is being increasingly blocked out by many shoppers and reputation information is more readily available than ever. Therefore, the segment of shoppers impacted by branding advertising and unaware of the dealer's reputation is growing smaller, and the importance of reputation is growing larger.
Comment by Keith Shetterly on April 27, 2011 at 6:44pm
Now THAT's what I'm talkin' 'bout Willis!  Thanks Ralph!
Comment by Ralph Paglia on April 27, 2011 at 6:43pm

Paglia's Three Laws of Reputation:


1. A Good Reputation does not sell cars, but Good People sell more cars when the dealership they work for has a better reputation than other dealerships selling similar products in the same area.


2. A Bad Reputation prevents a dealership's Sales People from having as many sales opportunities as they would otherwise have, regardless of how well they perform their duties. Which is why the best sales professionals avoid working for dealerships with a bad reputation!


3. Neither Positive, nor Negative Customer Reviews wholly determine the sum of what comprises a dealership's Reputation... How the dealer responds to, and manages the distribution of those consumer generated content items has as much impact on a dealership's reputation as the words written in the reviews themselves. 

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