All about toyota: Bernie Madoff -Tiger Woods - Toyota - Enron - Arthur Anderson

By Lois Moncrief

What do all of the above have in common? Their image or reputation was damaged. A reputation or image that has been damaged is very hard to repair and much harder to come back to the original status that may have been enjoyed earlier. Sometimes the damage is so great the company is destroyed or individuals go to jail.

It isn’t easy or quick for a company or individual to build a great reputation. It takes many years.

That reputation can be severely damaged very quickly just like a hurricane or tornado or flood can badly damage a town very quickly. The result is many years of rebuilding. For a company that has lost its good name it will be very hard to get that back.

Part of that reason is trust has been lost and trust is a very strong part of any relationship. People do business with companies that they trust.

Once trust is originally established, it can become so strong that the company or individual is beyond question such as the status Bernie Madoff had with the SEC for many years.

Sometimes Companies Who Have Built a Great Reputation May Become Lax and Do Not Pay Attention to the Details and Factors That Helped Create That Great Reputation

I owned a 4 runner about 20 years ago and I owned two Toyota Camrys and a Toyota Corolla about 15 years ago. I bought those vehicles, in large part, because of Toyota’s great reputation for quality products. Would I buy a Toyota now? No. It will take many years of Toyota proving itself again before I would consider purchasing one of its products.

Short Cuts to Reviving a Reputation?

Unfortunately, many companies take the shortcut and hire a very good public relations person to help create a new image that will help “correct the problem” by changing the public’s perception of the company. Some become involved in charitable causes to win back customers’ good opinions. Some invest in advertising to make them look good. I recently saw a TV ad on Toyota that showed Toyota employees working to correct the recent problems.

True Worth and Valid Reputation Do Not Come From Perception But From Real Values That Are Honored and Supported by the Way a Company Does it’s Business – Always Staying True to its Core Values.

Core Values Emphasizing Quality Products and Services and Excellent Customer Service Can Go a Long Way to Building That Great Reputation and Keeping It

Here are some ways to make that happen:

Employees should be provided the tools to make this happen and then be awarded for their positive efforts to ensure the quality products and services and the excellent customer service.

Employee performance standards should be developed that support quality products and services and excellent customer service.

Managers and Employees who do not ensure the quality products and services and excellent customer service should be held accountable for their shortcomings.

Companies should listen to their customers – especially their complaints. A complaint is frequently like the canary in the mine – it is a warning of impending problems – maybe even disasterous ones.

There must be accountability at every level in the organization and communication that ensures everyone is aware of all important situations.

Frequently, companies have had ample warnings and complaints about problems. Wise companies take these seriously and deal with them quickly and proactively to ensure real problems are addressed and solved in a timely manner. Wise companies that realize the value of that great reputation protect it and do not allow themselves to become lax about core values.