The presence of social media can easily characterize a business in one negative review. Thus, the reputation of a company is yet another vital facet of organizational management to be carefully monitored. When people distrust your company, via word of mouth or personal experience, they will gladly take their business to a competitor (and tell as many as they can about why not to work with you!). This “trust factor” can make or break a company.
There is logic to putting effort, time and money into creating a great customer service department in order to ensure the reliability of your brand or organization. There is however, a powerful, simultaneous way: a business may actually find more successful brand propagation by investing in its employees, and creating a trustworthy reputation from the inside out.
Employees help build a brand through their direct impressions of the company employing them. There is a sense of pride created when a business focuses on keeping its staff aligned, while promoting the importance of each member (think, Southwest). Trust in leadership builds and expands through focused team development, as does employee engagement, confidence, and allegiance. The goodwill generated is undoubtedly shared as opinions of the business or company with friends, family and colleagues. In this sense, it might actually be easier to build a strong reputation for a brand through team development, and/or to revamp a company or business with a lackluster reputation through the words and actions of the teams within. Spirited employees create spirited business – and thus, spirited customers.
A well-executed team development program builds social capital – it lets employees know they are part of the organization and that their input, vision, voice and ideas matter. The team is more likely to pay that courtesy forward as motivation to speak highly of your business’ products or services.
Investing in solid team development fosters loyalty – if a company is not investing in the wellness and development of its employees, there is little effort taken outside of the workday to help influence customers and clients to trust the business.
Effectively managing the reputation of a business or company is amplified with efforts taken on behalf of employees and team through team development programs and training. The most important resource in a business, its employees, can become a positive and motivational public relations machine.