Tornado Doesn’t Twist Lowe’s Reputation

 

A reputation can be established, bolstered or damaged in a matter of seconds and that’s all Lowe’s Home Improvement store manager, Mike Hollowell, in Sanford, N.C., had when one of the many tornados that ripped through the Southeast barreled towards his store.

If you follow my blog, you know that I believe your reputation is one of, if not, the most important asset you possess.  Why? Simple.  Your reputation is what presents new opportunities for you – it opens doors … it’s a resource that will build your brand (personal or corporate)  … it’s currency that does have real-world financial implications on your business … your reputation speaks for you when you are not there to speak for yourself.

There are many ways to proactively manage your personal and corporate reputations, but one that comes to mind after reading the Lowe’s story is preparedness.

Hollowell shuns any description of being a hero.  He credits the safety exercises and planning that Lowe’s has established for ensuring his team knew what to do in case of an emergency.

You may say, “of course Lowe’s has a list of emergency scenarios for which they plan.  Lowe’s is a billion-dollar corporation, they have to.”  And you are correct. 

But you may be surprised at how many companies (and individuals) don’t have a plan!

So, here’s what it comes down to: If you fail to prepare, you prepare to fail.

In this situation, because Lowe’s had prepared its employees, it continued to build its reputation for being alert, customer focused, prepared and trustworthy.

Kudos to Lowe’s for having trained its staff well enough that they instinctively acted and ultimately saved customers’ lives.

Now I ask you, have you gone through your own scenarios of risk for your reputation? From where would the attacks come? Are you prepared to act? What are you doing today to ensure you are prepared for an opportunity to build or defend your reputation?

Here are three ways to prepare either personally, or for your business:

1. Fine Tune Your Radar – create a list of threat/risk scenarios in order to best prepare, or proactively head them off.   Be creative, yet realistic in this exercise since many issues can come out of left field – who at Motrin would have imagined that Mommy Bloggers would have risen up to rail against the brand for an online commercial, which essentially shut the campaign down … along with sales!

 

1. Create A “Says Who?” Sheet – once you identify the areas of reputation threats/risks, create a sheet of proof points that can refute potential allegations.  Say, for example, someone questions your commitment to employee development.  Your “Says Who?” sheet would outline the financial investment, number of employees who participate as well as the breadth of program options that are made available to your employees.   

 

1. Build Reputation Credits – this can only be done through deliberate, proactive, consistent and thoughtful action that will build reputation credits to help you through many situations.  These ‘Reputation Credits’ can give you the necessary second chance to correct your missteps.

 

These are three easy steps to ensuring you are prepared, because with social media’s instantaneous ‘judgment’ we aren’t in Kansas anymore!