How to build an unshakable professional reputation

Picture two companies engulfed in identical scandals: One becomes a case study in resilience. The other fades into obscurity. What separates the survivors from the casualties? Not deep pockets or clever PR—but the professional reputation they built long before disaster struck.

This article will teach you how to build a resilient professional reputation that not only earns trust but also protects your name or the name of your company during crises and drives long-term growth.

What is professional reputation—and why is it your secret weapon?

A person’s or a company’s professional reputation is shaped by how people perceive your values, behavior, and reliability. It doesn’t happen overnight—it’s built gradually through consistent actions, how you engage with stakeholders, and the way you respond to different situations.

Think of it like a savings account: the more credibility you deposit daily, the more you can withdraw during emergencies.

For example, when Johnson & Johnson faced the Tylenol tampering crisis in 1982, their market share fell from 37% to 7% overnight. However, their swift, transparent response saved lives and their brand, restoring their market share to 30% within a year. Why? Decades of prioritizing customer safety had built a reservoir of public trust.

Contrast this with companies like Boeing during the 737 MAX fallout, where prior lapses in transparency worsened the blow.

Reputation isn’t vanity—it’s survival.

What your reputation is worth

Let’s get real: Preventing reputation damage is cheaper than repairing it.

86% of executives say reputation risk is a potentially crippling business liability. This means taking proactive measures isn’t just a good idea; it’s vital.

Here’s how using preventive reputation management helps:

• Customer trust: An impeccable business reputation can often smooth over any missteps in customer service or delays in delivery, leading to increased customer loyalty and positive word-of-mouth advertising. On the other hand, a poor reputation can start the customer relationship from a place of skepticism, potentially reducing conversion rates and accelerating customer churn.

• Employee morale and retention: Humans are tribal creatures. On some level, we all want to belong to a group, whether it’s a sports team or an employer. And we want to feel proud of the group we “represent.” In business, having a reputation as a successful and conscientious employer can boost employee morale and help attract new talent. Conversely, a reputation for poor management decisions or workload expectations can demoralize team members, leading to the departure of high-performing employees who no longer feel aligned with the company’s values or public image.

• Investor confidence: Investors are more likely to take risks on a business that has earned a reputation for smart decision-making and ethical governance. A poor reputation, however, can cause investors to doubt the leadership team, which can trigger stock volatility, panic selling, and even shareholder lawsuits—especially if investors perceive any dishonesty or mismanagement.

• Crisis recovery: According to a study by the University of Dundee School of Business, a good reputation helps businesses gain consumers’ trust and reduces crisis-caused losses (PDF). This resilience stems from the goodwill and trust they’ve built with stakeholders, which acts as a buffer during difficult periods. Customers, employees, and investors are more likely to give the benefit of the doubt and support recovery efforts.

The takeaway? Reputation isn’t a “soft” skill—it’s the secret to growth most companies are not taking advantage of.

Keep reading to learn how to build trust in the eyes of your customers.

What are the building blocks of an unshakable reputation?

Success leaves clues. The following actions will help you get started on building a public-facing reputation.

1. Consistency: Show up, every time

Your reputation is the sum of small, repeated actions. Deliver on promises, meet deadlines, and treat every interaction as a chance to reinforce reliability. As leadership expert Simon Sinek notes, “Trust is built in the smallest moments.”

2. Transparency: Own your flaws

Mistakes happen. How you handle them defines you. When Microsoft’s Azure cloud service crashed in 2024, it quickly published a post-mortem, detailing causes and fixes. The result? Users praised Microsoft’s honesty instead of evasion.

3. Community engagement: Be a giver

Reputation isn’t transactional. Support industry peers, mentor rising talent, and contribute to causes beyond profit. A 2023 Edelman Trust Barometer report found that 63% of consumers buy from brands aligned with their values (PDF).

4. Accountability: No blame, just solutions

When Airbnb faced discrimination claims, CEO Brian Chesky didn’t deflect—he overhauled policies and launched anti-bias training, saying, “Bias and discrimination have no place on Airbnb, and we have zero tolerance for them. … We will not only make this right; we will work to set an example that other companies can follow.”

You can read about the company’s nondiscrimination efforts since that declaration in A Six-Year Update on Airbnb’s Work to Fight Discrimination and Build Inclusion (PDF).

5. Flexibility: Adapt or die

Industries evolve—your reputation should too. When Netflix shifted from DVDs to streaming, they rebranded relentlessly to stay relevant.

Today, they’re synonymous with innovation.

The same applies to a business’s reputation. It’s not enough anymore to simply smile at your customers and have a useful product or service.

Today, you need to ensure you’re taking advantage of the internet. You need to proclaim your value proposition to those who might be searching for a service or product like yours. This is also how you differentiate yourself from your competition.

There are lots of ways to establish a strong professional reputation online:

• Claim your profile on review sites and respond to all reviews.
• Post and interact on social media platforms.
• Build out your profile on multiple business listings.
• Create thought-leadership content.
• Be a guest on industry podcasts.
• Answer industry-related questions on Reddit or Quora.

6. Preparedness: Train your team

Your employees are reputation ambassadors. Invest in relevant customer service and ethics training and empower them to act as stewards of your brand to avoid disasters in the first place. For example, Starbucks’ 2018 racial bias training for 175,000 employees transformed a PR disaster into a culture reset.

They closed 8,000 stores to do this. That shows a full commitment to training and moving forward as a brand that takes training employees to be aware of racial bias very seriously.

How to monitor your reputation

The first thing you want to do is audit yourself or the name of your business. Conduct quarterly reputation checkups:

1. Log out of any search engines—This helps ensure your results aren’t influenced by your previous searches.

2. Search for variations of your name or brand—Try several different combinations, such as:

3. Document any negative results—Make a list of any results that could harm your professional or brand reputation. You can then review each result to determine whether it was posted by you, your organization, or a third party. This will help you decide the best way to address the content.

4. Evaluate and act on content you control—For any content you or your business owns (e.g., social media posts, blogs, videos), decide whether to edit, update, or delete it. Consider removing content that includes:

5. Develop a response strategy for external content—For content posted by others, explore the following options:

When crisis hits: How a strong reputation shields you

A robust professional reputation provides two critical defenses during crises: First, it can give companies the benefit of the doubt. Even in distrustful climates, companies with strong reputations can receive early forgiveness. For example, when Patagonia sued Nordstrom in 2023 over counterfeit products sold at Nordstrom Rack, Patagonia’s decades-long environmental activism shielded its credibility.

The second thing a strong professional reputation can offer during a crisis is a faster time to recover. A Harvard Business Review analysis revealed companies with strong trust equity recover 35% faster post-crisis. Nordstrom’s response illustrates this: After Patagonia’s lawsuit, the retailer swiftly removed counterfeit items, terminated its vendor relationship, and avoided prolonged backlash.

Final thoughts: Reputation is a verb, not a noun

Your professional reputation isn’t static; it’s a living, breathing entity shaped by daily choices.

Want help building a reputation that will guard against crises? Book your call with a reputation management expert to see how they can help.

This post was contributed by Rockey Simmons, founder of SaaS Marketing Growth.