When you run a business based on a service you provide, your reputation is everything. It will follow you everywhere you go and there is no escape. You need to be very careful with everything that you do, from the customer service that you provide to the things that you share on social media. A good reputation will help drive more customers to your business, especially through word-of-mouth, which is one of the most powerful forms of marketing there is. This is especially important when you run a service business such as in hospitality. Customers will trust you and they will stay loyal. 

One wrong move and you won’t get customers walking through your door to book a table or a room at your hotel. If you earn yourself a bad reputation, then you will find that it snowballs very quickly. Profits will begin to slow down and your business growth will plateau. In some cases, you may be able to recover from a bad reputation, but in most cases, it will ruin your business. To help you avoid gaining a bad reputation and put a good plan in place, you should make sure you are careful with your words and actions. Here are some of the most important mistakes your business needs to avoid if you don’t want to ruin your reputation. 

Making your marketing all about you 

Marketing is powerful. If you have gained a good following on social media and/or have your community, you will find you have a lot of influence. You may also find that you cannot grow a following, and it might be because you are making the mistake of incorrectly using social media. Don’t ruin your reputation by making your marketing all about you. Many businesses will post online about themselves as well as boring updates. This can earn you a bad reputation, even though you haven’t caused any harm. You need to make your marketing efforts about your customers, provide them with value and solutions, and make sure you share things that resonate with them. Don’t brag about why you are better than the restaurant or hotel down the road, instead, show your customers why they should dine and stay with you instead and the benefits they will gain. 

Not responding well to negative reviews 

With a hospitality business, it is easy to get a variety of reviews. This is because your business is open to the public and many people of all likes and backgrounds will come and dine and stay with you. It is perfectly normal to get a mix of reviews, as you are not going to be able to please everyone, you will also find that small mistakes in business are also annoying. The most important thing is how you respond to these negative reviews. The biggest mistake you can make is responding negatively to them. Customers will be more impressed to see you handle a complaint well. 

Not working with a specialist marketing team 

Hospitality is very sensitive, and you will have a very specific target audience that you want to market your services. If you work with a generic company, you may find you get generic results. Instead, you should work with a hospitality marketing agency. This will mean you get access to specialist skills and knowledge about the industry and ensure that you are marketing to the right audience, with the right messaging. It will also ensure that the right people are driven to your doors. 

Your reputation is vital when it comes to growing your business. Avoid these common mistakes!