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Sales Skills / Keep Customers and Win Referrals / Lesson 37
LESSON 37 · KEEP CUSTOMERS AND WIN REFERRALS

Protect Your Reputation

Practical ways to protect your reputation, the asset that follows you throughout your career.

Reputation is built slowly. It can be lost quickly.

10 tipsEasy things to say7-day plan
Start with tip 1
Jump to the 7-day plan

10 tips that really help

These ideas come from The Little Red Book of Selling (Jeffrey Gitomer), Never Eat Alone (Keith Ferrazzi), Raving Fans (Ken Blanchard and Sheldon Bowles), and everyday practice. The first six help the most. Pick one and try it today.

Photo for the tip: Reputation is your career
TIP 1

Reputation is your career

People talk, and what they say follows you for years.

TRY THIS
Protect it.
Photo for the tip: Write down your values
TIP 2

Write down your values

Principles help in hard moments.

TRY THIS
Define them.
Photo for the tip: Treat everyone well
TIP 3

Treat everyone well

Even competitors.

TRY THIS
Choose.
Photo for the tip: Check your online presence
TIP 4

Check your online presence

Search yourself.

TRY THIS
Do it.
Photo for the tip: Ask trusted people for feedback
TIP 5

Ask trusted people for feedback

Honest view.

TRY THIS
Ask.
Photo for the tip: Write your values
TIP 6

Write your values

Principles.

TRY THIS
Define.
Photo for the tip: Keep promises
TIP 7

Keep promises

Reliability.

TRY THIS
Track.
Photo for the tip: Admit mistakes quickly
TIP 8

Admit mistakes quickly

Honesty.

TRY THIS
Practise.
Photo for the tip: Protect confidentiality
TIP 9

Protect confidentiality

Trust.

TRY THIS
Remember.
Photo for the tip: Avoid gossip
TIP 10

Avoid gossip

Class.

TRY THIS
Resist.

Easy things to say

When you are stuck, pick one of these. They work in many sales conversations.

HONEST

“I only promise what I can deliver.”

FAIR

“I treat everyone with respect.”

ADMIT

“I made a mistake and I will fix it.”

CHECK

“Is that fair?”

CARE

“I protect confidentiality.”

THANKS

“Thank you.”

Your first week

One small action a day. Each day is only a little bigger than the last.

DAY 1
Write your values
DAY 2
Keep promises
DAY 3
Admit mistakes quickly
DAY 4
Protect confidentiality
DAY 5
Treat everyone well
DAY 6
Check your online presence
DAY 7
Review

Further reading

  • The Little Red Book of Selling (Jeffrey Gitomer)
  • Never Eat Alone (Keith Ferrazzi)
  • Raving Fans (Ken Blanchard and Sheldon Bowles)

The tips above are written in our own words and are general guidance. The books are suggestions for further reading.

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These lessons share general learning and everyday ideas. They are not medical or mental health advice. If you feel very anxious, low or unwell, please talk to a doctor or a qualified professional.

More lessons in “Keep Customers and Win Referrals”

Keep going. Small steps every day make a big change.

← Previous: Keep Learning Every YearNext: Balance Work and Life →

  1. Why Most Sales Are Lost in the Follow-Up
  2. Follow Up Within 24 Hours
  3. The Five-Touch Follow-Up Plan
  4. Give Value in Every Message
  5. Use Phone, Email and Messages Together
  6. Say "I Am Checking In" Better
  7. Follow Up With a Helpful Link or Idea
  8. Under-Promise, Over-Deliver
  9. Respond Faster Than Expected
  10. Surprise Them With a Small Gift
  11. Remember Birthdays and Milestones
  12. Handwritten Notes Still Win
  13. Make Onboarding Easy
  14. Fix Problems Before They Notice
  15. Listen First, Fix Second
  16. Say Sorry Without Excuses
  17. Offer a Solution, Not a Speech
  18. Follow Up After the Fix
  19. Learn From Every Complaint
  20. Turn a Bad Review Into a Good Story
  21. Know When to Escalate
  22. Review Accounts Every Quarter
  23. Ask "What Else Could Help?"
  24. The Gentle Upsell
  25. Cross-Sell With Care
  26. Find the Next Department or Branch
  27. Renewals Without Panic
  28. Celebrate Customer Anniversaries
  29. Ask at the Moment of Joy
  30. A Simple Referral Script
  31. Give Customers an Easy Way to Share
  32. Thank Referrers Beautifully
  33. Referral Partnerships
  34. Collect Reviews the Right Way
  35. Build a Personal Brand
  36. Keep Learning Every Year
  37. Protect Your Reputation
  38. Balance Work and Life
  39. Teach Others What You Know
  40. Your Ten-Year Selling Plan
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