Archives For August 2014


 

A true friend stands against the grain of my mediocrity with sandpaper, rasp… or saw if necessary.

The wall of pessimism spreads to infinity in both directions. A perspective of optimism makes that wall one inch high.

Verbosity is dead. That’s the long and short of it.

The grass might be greener on the other side, but at least on the side we’re on, we know where all the crap is.

I’m grateful for my bankruptcy. It taught me more about business than all of my education combined. I call it my “Thank”rupcy.

Some people are so politically correct that they get an A+ in “meaningless.”

 

One Liners by Dean Del Sesto. Copyright 2014

Dean Del Sesto


 

I recently received a call from a client regarding a single complaint about his company posted on a review site by an unhappy client. Although he tried desperately to resolve the matter prior to post, that single online rant turned into a multitude of financial, relational and emotional issues. Another client shared that a lawsuit they were involved in (and won by the way) ended up online and cost them well into 6 figures in terms of lost immediate revenue and long-term value of lost customers. Whether a review site, blog post or comment, a single online complaint can affect a business from simple hiccup to bankruptcy.

The biggest challenge with damaging reviews or degrading content bits online is once they’re up, they’re up, and getting them down can be tedious, emotionally taxing, and expensive.

Here are 4 key things to consider:

1. For starters conduct a search of you and your business and go deep in the page count to see what’s there to get a baseline of your personal and corporate online brand. A simple search can reveal a sigh of relief or a ton of grief to be dealt with. Set a quarterly reminder to do a quick check up on both.

2. Own the truth that providing status quo service to prospects and customers is dead, not to mention dangerous; meaning you’re gambling with a potential bad review. The optimal way to safeguard yourself against potential data threats is to make exemplary end-to-end service a standard practice. Don’t just do the job you promised, go beyond what is expected and build in a couple of nice surprises along the way. This way when you need posts that speak of your excellence, they’ll be a request away.

3. When you have a conflict on a relationship or a project, don’t wait to bring it to a resolve, handle it immediately and bring it to an amiable finish. People typically post in the heat of a moment and sometimes regret the hostility of the post, but by that time it’s too late. BTW, hoping a dissatisfied client will “go away” is not a good strategy, especially considering the opportunity to harm your reputation is ever-present.

4. Have a plan in place if (more like when) a complaint gets posted. There are multiple services available to help you deal with the issue. But don’t wait, put it out like the fire that it is before it spreads and does more harm.

As mentioned, the best course of action is always preventative. How you service your customers, handle complaints and deliver on your commitments is the foundation of your reputation online and off, and the only way to predictably minimize chances of potential brand damage.


 

To play like a child once a day; to bring your own brand of playfulness into the demands of life is to experience the joys of a childhood for a lifetime.

Acronyms would be better if they were M.I.A.

Solitude is our silence retreating into the quietness of our stillness.

Verbosity is a crime whose “sentence” is death.

Investing in your brand is like investing in heart surgery. Don’t always go for the killer deal.

To hold back tears of grief or joy is a crying shame.

 

One Liners by Dean Del Sesto. Copyright 2014

Dean Del Sesto