Impersonal vs. Personal - Reputation Igniter

Chris:	Hey, Chris Lollini here, CEO and founder of Reputation Igniter. Wanted to talk about impersonal versus personal. as a company grows, as we get into this digital world the more and more we use technology, the more and more the solution is an impersonal solution. and I want to tell you how Reputation Igniter has brought you back to becoming personal again, away from being that impersonal company that most bus-you know, people don’t want to deal with anymore. They don’t want to be just a number on somebody’s balance books; they want to actually be a person; they want to be treated as such. And so I want to show you how Reputation Igniter takes you back to that personal level where you were, just that one entrepreneur starting off your business with just a hammer in your hand kind of thing.
[00:01:00]	And so what you’re looking at right here is an example of what some of these other solutions out there provide for you, right. It’s this very sort of cookie cutter, templated newsletter thing. And I mean let’s be honest, you look at that and that’s something you get in the mail, in your e-mail inbox, and you trash it because it doesn’t speak to you, it’s just something that’s automated. It has no true connection with you and your service, and so you wouldn’t respond to something like that. It’s like, again, said something, it’s something you delete or you trash, right.
[00:02:00]	On the right hand side instead is a personal e-mail that comes and is generated from the Reputation Igniter system. So this looks like it was an e-mail from the business owner directly to that customer, and so the customer feels like, wow, this business is so in touch with their customers that they actually reach out to them personally. I mean this right here is what is going to be the difference between your business and every other business that’s out there, is that personal touch and bringing the business owner much closer to the business than they have been in the past. Because, you know, as we grow, we as business owners we get further and further and further out of touch with our customers. And it’s important that we stay engaged and we keep our ear to the ground in terms of what the issues are inside our business so we can make sure that we’re, we’re tweaking, optimizing, changing whatever in our business we need to in order to be that better you know, forward-moving business, so that we can better engage with our customers.
[00:03:00]	And so looking at this, this is the comparison of what, you know, you might have been doing in the past, as opposed to what you’re doing right now, using Reputation Igniter. So, you know, don’t be shy about it, use this service. It’s going to create that connection, it’s going to make that personal connection with your customers instead of continuing to be this impersonal business out there that’s just sort of a juggernaut that’s, you know, moving through the landscape, you know, and, and, and using customers for what, what they’re worth. Instead you’re now, you have a personal face, you’re engaging with them, you’re showing up in their inbox, you’re asking them for input, and you’re responding to it. I mean that’s, that is such a change from what we had previously from most businesses.
	And so, you know, just again, kind of want to take a look at, you know, there’s a right way to do this and there’s a wrong way, right. a lot of these services out there, it would be like an impersonal survey, right, and they’ll simply ask, you know, ten questions. To be honest, we get one of those, last thing we want to do is spend our time and energy answering all these questions. And not only that, but you’re going to get f-they’re going to give you feedback but it’s going to be ineffective because you’re not getting the reviews that you need to become more referable in the community.
[00:04:00]	The other option is kind of what we saw right there on the previous slide, is the wrong way of asking and then giving them access immediately to your reviews. I mean as a business owner you want the opportunity to intervene and correct something if it’s wrong. You don’t want them going and blabbing to the public about something that maybe just was an accident, you know. I mean we’re all humans, we’re all fallible, there’s a chance that, maybe the admin staff was out sick and so as a business owner we’re juggling all the phones and maybe we were a little short with one of the customers just because we were so stressed out that day. I mean we are all human.
	So in order to prevent and ensure that something as small as that, you know, is handled properly and it’s rectified in the right way, we want to make sure that we have a system that’s, that’s done the right way, where we’re asking for that feedback, we’re getting that feedback. And then if that feedback is good and positive well let’s, let’s encourage and allow our customers to share it in the form of a review online. Also if it’s not, obviously let’s get them back, let’s figure it out, let’s resolve the issue and let’s ask again, “Hey, did we resolve the issue?” And if that feedback is good and positive, that we did, boom, let’s go and ask for that review.
[00:05:00]	This is the way that you want to do business, absolutely every time. Using another system that’s only going to get you feedback or is going to send them straight to your review sites is going to endanger your business or it’s just going to be plain ineffective and a waste of your time. So you want to make sure that you’ve got this system. And you have it now. You’re using it. So just make sure that you’re using it consistently every single day, that’s what’s going to get you the results you need, and making sure that you’re engaging and reaching out to those people that are engaging with you and creating that personal connection that you may not have had otherwise.