Are You Approaching Your Business as a Customer or a Representative?

A representative takes ownership of the company he/she represents. She is careful to defend the company, because she is, by extension, the company, and cares about how that company is portrayed and viewed.

A customer takes no ownership, and therefore has no problem complaining in public (like on the company Facebook Page.)

A representative is the one that takes their business to the next level, and enjoys true success.

A customer buys what she wants and moves on.

Which one are you?

5 Responses to Are You Approaching Your Business as a Customer or a Representative?
  1. David Steadson
    August 31, 2011 | 3:00 pm

    I think one of the reasons why this occurs is because most companies don’t offer any private “community” method for getting feedback. You can email headquarters and get a form reply.

    Blogs and Facebook pages allow an actual conversation about an issue to occur.

    Companies that don’t already have them should set up private blogs or forums where reps can raise issues and discuss them, away from the public eye.

    • Jennifer Fong
      August 31, 2011 | 3:06 pm

      You are absolutely right, and forums are one of the things I recommend to companies. The challenge becomes when people use those forums to go SO negative. It can become a real time suck to manage. Forums are only successful when consultants take ownership as well, and keep the conversation balanced. Thanks for commenting.

  2. Ashley Montgomery
    August 24, 2011 | 12:35 am

    Awesome post Jennifer! It amazes me the things people do and say sometimes. I agree with Deb about loyalty and mistakes. Everyone is human and humans make mistakes. One bad experience shouldn’t be the final judgement. Don’t broadcast it to the world and make others look bad as well as yourself.

  3. Cheryl Freye
    August 23, 2011 | 9:10 pm

    I love this analogy. Once again you are spot on. I am a representative!

  4. Deb Mitzel
    August 23, 2011 | 10:23 am

    Good comments, Jennifer! I’m always amazed at how people can have so little loyalty to the organization that puts groceries on their table, gas in their car, etc. We all know that EVERYONE makes mistakes, but to put a spotlight on them for all the world to see when you are a “representative” of that company is beyond my comprehension.

    Keep up the good work! I love that you are not afraid to challenge people to look in the mirror and see the things they might not want to see.

    Oh, and to answer your question (in case you didn’t figure it out), I’m a representative! 🙂

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