This article looks at why it’s vital for companies to protect their reputation. Employee accusations can really hurt, especially if word spreads that you’ve acted immorally, just because someone is being vindictive.
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Who protects the boss?
It’s a real nightmare for business owners when employees get upset. Business is Business yet allegations of discrimination or mistreatment can be quite frightening. This is especially so if word were to get out that a business acted questionably or immorally, simply because someone is disgruntled or being vindictive.
Rumours can easily reach clients, and frequently do, so we often help business people who want to nip these issues in the bud. They reduce the chances of unexpected legal costs, by asking us to help them reduce the impact, if malicious rumours are being spread about them. This is a sensible approach, that proves extremely cost effective, should it ever happen.
Does it always work?
Usually it does… yet recently I found an insurance company who wasn’t providing the cover I expected. I was discussing the merits of a policy with the company that issued it. When I congratulated them on having more generous cover than their competitors they seemed surprised.
They went on to look into the policy, and informed me that their generosity was a typo and the cover they mentioned didn’t apply. This was a real shame because I had already mentioned it to my client. Of course I had to withdraw my recommendation.
What about those that have already invested in this protection?
I pushed a bit further and decided to enquire “what are you going to tell those that have already purchased this cover?” Nothing, they told me. “Not even at renewal?”. Nope, they said.
So there are now businesses up and down the UK whose insurer knows their contract might be inadequate yet their insurer doesn’t care. Regrettably, this is quite often the case. I’ve reported to the FSA and I’ll let you know how I get on if they ever answer my letter.
Wrap up: Insurance companies have very little idea about customer service because they don’t deal direct with business people.
At least annually, you should aim to review the risks to your business assets and business income, and think about what could cause damage to your reputation too.
Who to share this with: Managing Directors, Business Owners and Human Resources specialists.