Read time: 2 mins
Ever had a company do something that made you go, “Are you serious?”
We had one of those moments recently, and it’s a perfect example of what not to do for your brand.
We’ve been going to the same mechanic for the last 10 years.
We’ve always been happy with their service, trusted them, and never had a problem.
But after our last service, we came home and—surprise!—there was a massive sticker advertising their business on the back of our car.
They didn’t ask if it was okay.
Gave no heads-up.
Just stuck it there like it was part of the service.
When we tried to peel it off, it was impossible—it was practically glued on.
Things got worse when we called to provide some feedback.
The receptionist got defensive.
He said it’s "normal" for mechanics to do this, and that if we don’t like it, “just peel it off yourself”.
This was a classic example of a brand doing the exact opposite of what they should to maintain a positive reputation.
What could’ve been a minor issue turned into a frustrating experience that damaged our trust.
So, in honour of the new advertising on our car, we thought we’d share some super important points about building your brand and customer trust.
We’re covering both what not to do — and what you should do instead.
Let’s dive in:
BUILDING YOUR BRAND: WHAT NOT TO DO
1. Don’t Take Your Customers for Granted
Our mechanic assumed we wouldn’t mind their unsolicited advertising.
Never assume anything about your clients.
Always ask before making decisions that affect their experience with your business.
That extra consideration will show that you care about their needs and opinions.
2. Don’t Get Defensive (same goes for your team)
When the receptionist got defensive instead of apologising, it made the situation worse.
Defensiveness can make customers feel unheard and dismissed.
Make sure you and your team are well-versed in how to accept and address feedback appropriately.
3. Don’t Underestimate the Power of Small Details
A sticker might seem small, but small things can make a big difference.
Because for us, it wasn't really about the sticker.
It was about the way we were treated and how it made us feel; all of which left a bad taste in our mouths.
So pay attention to the 'little things' when it comes to customer service & your brand – they're not always that little.
Bottom Line:
Your brand isn’t just your logo or your website—it’s your reputation.
Your actions and how you make your customers feel matter more than anything.
Don’t let small mistakes snowball into brand-damaging moments.
Speak soon,
Lynne & Steve
TLDR:
- Your brand is built on your reputation, not just your logo.
- Avoid these common mistakes that can harm your business:
- Don’t take your customers for granted—always ask before making decisions that affect their experience.
- Don’t get defensive—listen, apologise, and offer solutions when things go wrong.
- Don’t underestimate the power of small details—the little things make a big difference in your customers’ experience.
- Be thoughtful, respect your customers, and always be open to feedback to build a brand that lasts.
