Business Communication: A Pathway to Building a Strong Reputation

The way employees communicate in a business setting is the first thing CLIENTS and customers NOTICE.

The ATMOSPHERE among employees within a company or institution is the same atmosphere that clients perceive the moment they enter our BUSINESS SPACE.

If that atmosphere is not at an appropriate LEVEL, no amount of investment in marketing to improve our image will be effective.

Our customers MAKE CHOICES—they do not simply buy. That is why it is essential to create an ENVIRONMENT that encourages them to choose US.

Let me remind you of the following:

• The first IMPRESSION is formed within the first 20 seconds of interaction.
• Moreover, 93% of what we communicate when addressing a client is interpreted through NON-VERBAL communication, while only 7% is based on the actual words we SPEAK.
• Whether the person leans back and crosses their arms or leans forward, the direction of their knees, the position of their hands—these are the fundamental MESSAGES they send to you.

Poorly managed COMPLAINTS lead your clients and customers straight to the competition.

In modern business, it is IMPERATIVE to create a public image of a reliable business partner, a courteous and respectful colleague, and a leader who is not only competent and knowledgeable but also capable of fostering a CREATIVE work environment.

RESEARCH indicates that corporate reputation and strong brand identity provide both a competitive advantage and profitability. SUCCESSFUL MANAGERS rank reputation as a top priority and work on building their professional credibility alongside their personal one.

In addition to economic factors, the development of a solid CORPORATE REPUTATION follows established PR principles. It is particularly important that managers and those who care about reputation genuinely BELIEVE in their PRODUCT or SERVICE. If they do, they will present them in the right way, and clients and customers will appreciate it.

The importance of BUSINESS ETIQUETTE must also be emphasized. Business etiquette extends far beyond polished behavior and eloquent speech—it reflects the philosophy and culture of the entire company. Some businesses fail despite having high-quality products, well-defined strategies, and skilled personnel. According to experts, the answer often lies in poor CORPORATE CULTURE.

TRUST is not something to be taken for granted—it must be earned. It is useful to occasionally ask ourselves: Do our clients, business partners, and employees trust us? How do we engage with the media—do they see us as a target or as a reliable source of information?

How accessible are you? ACCESSIBILITY is an integral part of a strong reputation. When customers complain about products or services, some companies ensure that a director or manager personally calls them or sends a letter. This simple gesture often turns dissatisfied clients into the company’s best advocates.

Keep one thing in mind—IMPRESSION is fragile.

MAINTAINING a good impression requires continuous effort.

With that in mind, I suggest the following:

• Ensure that your PRODUCTS and SERVICES are of HIGH QUALITY and properly presented to the target audience.
• Build STRONG INTERPERSONAL RELATIONSHIPS and create a company culture where people enjoy working.
• Foster an HONEST RELATIONSHIP with employees, business partners, clients, and suppliers.

And do not forget to use the four MAGIC WORDS in business communication—PLEASE, SORRY, HERE YOU GO, and THANK YOU. Of course, always with a SMILE!