An image can be bought, but a reputation must be earned

The business of selling ego is clearly thriving in our Global Financial Crisis. There’s certainly one thing that some Ferrari, Lamborghini and MBA owners never learn: An image can be bought, but a reputation must be earned.

For example, an MBA Graduate today threatened an investigation of one of my registered businesses for “academic misconduct” in stealing ‘his idea’, while offering partnership with…his business plan, and lastly, attempts to “buy us out” with $100 and the reminder of starving children in Africa.

What kind of reputation is he forging for himself exactly?

Tiger Airways. I gave them a chance last night, wasn’t aware of their 45 minute Pre-Check-In policy and missed my flight. At no point were they understanding, so I flew with Virgin 10 hours later. It’s apparently a clever strategy to make you book another ticket.

The average person tells 10 people about bad customer service experiences.

A reputation is everything, and so is a bad one.  Karma likes to strike back with a vengeance.

Little Miss Entrepreneur


4 thoughts on “An image can be bought, but a reputation must be earned

  1. i empathise with you Little Miss… but…and i hate this part… from a businesses perspective on time departures are everytyhing. every minute a plane is on the ground costs the airline thousands… so the more time they’re in the air the more profitable they are. Having said that, the other argument which i am certianly more in favour of, is that in the name of TRUE and GOOD customer service, an airline would ensure that if the passenger were not going to impact on thier departure demands, then sure, why not – let ‘am on.. and an airline SHOULD be able to have the right staff on board, or on the ground, who can make these decisions, keeping both the customer and the airline happy… wouldn’t that be nice eh? in future, id stick to Qantas, they might be late or delayed most of the time but at least they let you on or put you on the next available flight… no more budget stuff Little Miss – stick to the big brands…

  2. That is very true, and I agree with all of those points.

    However, I think that empowering staff to make decisions is vital for customer retention.

    How many times have you called up a 1300 service number and waited over 45 minutes to be put through to the right person, who in the end, couldn’t help you?

    Situations like that are incredibly frustrating, and I think that many businesses succeed in the long-term by being transparent, serving the needs of their customers and reducing red tape.

    I’ll never fly budget again 😦 it was just such a short trip. I’ll never steer away from big, lovely brands again!

  3. I’ve flown by big brand Qantas only to be stuck on a 12 hour flight with no vegetarian food, despite my travel agent having confirmed it prior to my departure. My entertainment unit also failed and only when I asked to speak to the manager was I given some attention from the staff. On the other hand, I’ve flown by Virgin Blue several times and never had a problem. Hence, I don’t think budget is necessarily bad, it depends on each individual airline and their commitment to providing quality service.

  4. Well that’s right, it comes down to how companies are strategically driven, whether they be driven by quality and service or cost.

    You live and you learn I suppose!

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