“A brand is what a business does, reputation is what people remember.” Ted Rubin, Social Marketing Strategist & Motivational Speaker
I love including quotes in my blogs as they are simple, to the point, and promote thought. I also remember my mother, another great philosopher, telling me “It’s better to learn from the mistakes of others.” It’s not to say that mistakes won’t be made. After all, we’re human and a mistake is bound to creep up every now and then. The same holds true with businesses. Businesses are owned and managed by humans.
But there is a difference between “a mistake” and “bad behavior.” Both create problems, and how you deal with them can either help or hinder the predicament. The biggest distinguishing factor to resolution is one’s character or the culture of a business. It can either complicate the issue or lead to atonement. Unfortunately, whether a mistake or bad behavior, the latter is very hard to achieve and will always border on reputational risk.