Your brand’s reputation is among the most valuable assets your company has so how are you protecting your brand? It defines your company and helps it stand out from competitors.

As Warren Buffet said, “It takes 20 years to build a reputation, and five minutes to ruin it.”

This is especially true today with social media – what used to be a 24-hour media cycle is now a 24-second social media cycle.

Unfortunately, even with diligent, proactive risk management, a crisis can happen at any time. No company is immune to misconduct by employees, the sudden resignation or illness of a key leader, product recalls, accidental injuries/fatalities, natural disasters, etc. So, you need to prepare, anticipate and plan ahead – because it’s not a matter of if a crisis will occur, it’s a matter of when. The cost of a crisis to a company can be huge, and most crises require attention within the first 24 hours.

What can you do to prepare?

Create a crisis management plan to ensure a rapid and adequate response, maintain clear lines of reporting and communication and set rules for crisis termination. You must protect your brand.

Crisis management is NOT THE SAME as risk management. Risk management serves to minimalize and hopefully avoid crisis. Crisis management is actually dealing with a crisis.

To create a crisis management plan:

• Research your company’s record
• Identify all potential crises
• Create and prepare your crisis team
• Schedule media training sessions
• Stage regular crisis readiness simulations
• Assess and update crisis plans

Want to learn more?

Come hear Front Porch Marketing present on “Protecting Your Brand” at Danger Zone 2: Active Shooter Seminar presented by FBI Dallas Citizens Academy Alumni Association this Thursday, September 3, at the Charles W. Eisemann Center in Richardson, TX. The seminar is designed for individuals, business leaders, school teachers and administrators, church leaders and anyone seeking to gain knowledge should you ever encounter an active shooter in the workplace.

As a country, we are averaging one active shooter every three weeks. No location is immune from these events happening. Danger Zone is a great program with a proven track record of success that will greatly increase your chance to survive the ordeal.  For more information and tickets, click here.

A special shout out to our friend and advocate Rod Fullenwider at D&L Entertainment for including us in this event. We appreciate your continued support Rod!

I am at my happiest in the summertime. The days are long, the schedule is loose, the feeling is decidedly relaxed. I can always talk someone into a fun night of chips and salsa on a patio over a margarita. But my body had been feeling the effects of too many jaunts on the patio, a beach trip was around the corner, and a big tennis tournament was in my future.

It was time to clean up. Cleanse.

Enter The Gem. They are our client and friends, and I believe wholeheartedly in their mission; but more than all of that, I’d done their 3-day cleanse before and felt great, so I decided to do it again. I enlisted the partner-in-crime-mentality of my friend Wendy, who had just returned from vacation and was feeling as sluggish as I was. And off we were.

Day One

I wake up, and instead of grabbing my usual Diet Coke, drink … water. Lots and lots and lots of water. And then some more water. I head to the Gem to pick up my first day’s 6 pack. I open the door, and smell the juice. It is fragrant and fresh, and I am officially excited.

Grab my cleanse and chat with Mary Kathryn, who looks ridiculously lovely and is happy and friendly. Side note: is she ever NOT lovely, happy and friendly???

Drink my first Green Glow. Yum. How can a green beverage be so delicious? Second Green Glow on my way to tennis. I’m so healthy! Yay me!

First stumbling block: standing post-drill lunch with my tennis team. They are all ordering our usual tostadas, and my third juice, the Ruby Slipper, is at home in my fridge. Tactical error. Thank heavens Wendy is doing this with me – we order water. With lemon. Mmmm, lemon. We pretend it’s delicious and filling and escape without incident. I run home and drink my juice.

It’s afternoon and time for the Clarity Lemonade. Wowza! Spicier than I remember. I feel like I’m sweating on the inside. I can feel my metabolism revving up. More water.

Maybe it’s the heat of my son’s swim meet, maybe it’s the lack of caffeine, maybe it’s the lack of food, but I have a killer headache. I know I’m supposed to drink some more water but I just can’t. I do remember this first evening being the hardest, so I go home and drink my last Green Glow, and I feel slightly better.

Dinner time and I’m hungry. Thankfully my husband has agreed to handle food for the kids, so I lock myself in my bedroom with my Cashew Milk, which is actually very delicious. But I want whatever my kids are eating, which smells divine. Feeling weak, I text Wendy for reinforcement. “Don’t do it! Go to bed,” she says. Good advice.

Day Two

I wake up and I feel clear-headed and fantastic. The headache is totally gone, and the scale tells me I’m down three pounds. Excellent! Although weight loss isn’t my primary goal, it’s always nice to drop a few. My resolve is newly restored, and I’m off and running.

I drink my water (the hardest part for me, although I don’t exactly know why) and set out for The Gem. The impossibly chic and funny Leslie Needleman is there to give me my juice this morning. I’m dressed in tennis garb, and she eyes me suspiciously, “Are you playing tennis Jacqui?” I know I’m supposed to be kind to my body and take a break from strenuous activity while on this cleanse, so I blather on about something irrelevant and run out of the store.

Hmmm, should I not be playing tennis? I have a tournament to prepare for and so I push this thought aside and down my Green Glow on the way to my club. I don’t know if it’s the juice, my attitude, or the aligning of the stars, but I play great. “I feel like Wonder Woman!” I tell my tennis pro. I’ve officially crossed over into obnoxious-ville but I don’t even care. I smugly drink another juice.

Somehow my afternoon juices become mixed up, leaving me drinking my clarity lemonade at 6 PM, when I’m playing tennis for the second time today. Um … not my smartest move. I am hot and palpitating and feeling very much like I might throw up. No bueno. Now I know why I got the Needleman side eye.

I go home, drink my Cashew Milk, take a long hot shower and fall into bed.

Day Three

Morning is my favorite time on this cleanse. I wake up incredibly bright-eyed, my skin looks great, and I feel like I can do anything. The scale tells me I’m down another three pounds, which makes me want to walk around unclothed on all day because honestly I haven’t looked this good in ages.

At this point, I know the drill and everything feels easy. Water, juice, water, juice, water, juice. I don’t even miss the food and I am becoming nervous about having to reintroduce it tomorrow and undo all the good things I have done.

It’s evening and I meet an old friend for dinner at Shinsei, which is my favorite restaurant. I am in the home stretch so I have a piece or two of sashimi and drink lots of cucumber water. The food feels good in my stomach and I decide that I will be happy to eat again tomorrow.

Day Four

Ah, lovely morning. I’m down another pound (Just a pound? Was it the sashimi?). I’m craving some juice, so I head to The Gem. Although I’m done with the cleanse, I am going to continue to incorporate these juices into my daily routine. I feel too good not to.

I’ve gotten used to feeling like Wonder Woman.

Plans are comforting. Satisfying to-do lists, orderly outlines, and pro-and-con comparisons are all tools that tame our anxiety and give us the feeling of being in control. As business people, we thrive on living this structure. assembling and assigning structure to a process.

Whether we are a part of a service-oriented business or one that is product-based, smart business people assemble structure to a process and put systems and procedures in place to maximize productivity.

Yet the natural order of things is chaotic.

So you’re a start up and are successfully launched. All systems are go. Products are distributed. You’ve diligently put systems in place and created a system of organization and productivity. Things are humming along smoothly.

Congratulations … but don’t get too comfortable.

Because inevitably, unforeseen circumstances and uncontrollable events will threaten to derail your hard-earned success. So how do you handle the chaos?

1. Stay focused

2. Stay true to your core concept

3. Stay true to your brand vision

4. Be agile

5. Be adaptable

6. Get back on track

As Deepak Chopra said, “All great changes are preceded by chaos.” Chaos is inevitable. Use it. Learn from it. And recognize that in the midst of the chaos lies opportunity.

I’m obsessed with customer service. Have been for some time. Retail brands can be wiped from my consumer consumption in a swipe if things go sideways.True for you too, right? If you don’t feel valued or respected, why should you spend your money there?!?

Customer service has never been easier or harder. Gone are the days:

• Where the employee servicing the customer are the only touch point.
• As an owner, major stakeholder, CEO you never hear about bad experiences.
• 9-5 customer service. A social world means 24-7 visibility. Customers want quick resolution at anytime of the day.

One negative experience can end the relationship.
I had a favorite clothing store, a national brand and I loved them. They were the best. They kept a book on me. I could call ahead. They would have a room waiting with items in my size and preferences.

Until one day … the manager texted me that my loyalty reward was going to expire on Monday. I went to redeem and OOPS it expired on Sunday. The manager wasn’t there, the employees could do nothing for me (even though I shared the text). I decided I would return when someone followed up. It has been 14 months.

Excellent service creates loyalty.
This year, I ordered my Christmas cards. I waited patiently, for them to arrive but after an appropriate length of time and still no cards I called to inquire. They shipped to a previous property and had been delivered and signed for. I FORGOT to change the shipping address in my profile. How did they respond? “We will express print and ship tomorrow overnight.” I asked how much this wonderful solution would be?? It was FREE because they appreciated my business. Just. Wow.

Three benefits of having a customer service strategy. Customer service:

• Differentiates. Blue Ocean Strategy by Chan Kim & Renee Maubogne tells us we need to differentiate to set us apart from a sea of sameness. Recommended read!
• Creates loyal customers.
• Creates happy employees.

Can you service your way to sales? Absolutely.

Can you service your way out of sales? Absolutely.

Do you have a customer service strategy? If not get on it. Your team, customers and P&L will thank you.

On January 1, 2015, the Carryout Bag Ordinance went into effect in Dallas ~ hello baby step on the road to sustainability in our great city. The ordinance mandates that retailers charge consumers five cents for every single-use plastic bag they are given. This legislation may have dealt Dallas shoppers a jolt, but it’s nothing new.

Some Canadian cities have been adhering to these regulations since 2007, and Dallas is joining an ever-growing list of American cities who have been on board including San Francisco, Chicago, Portland, Austin and all the islands in Hawaii.

The reason for doing this is simple: WE HAVE TO.

Consider this:

• More than trillion plastic bags are used every year worldwide.
• Only somewhere between .5% to 3% of all bags is recycled.
• A single plastic bag can take up to 1,000 years to degrade.
• Plastic bags remain toxic even after they break down. When plastics break down, they don’t biodegrade; they photodegrade. This means the materials break down to smaller fragments which readily soak up toxins. They then contaminate soil, waterways and animals upon digestion.
• Ten percent of the plastic produced every year worldwide winds up in the ocean, 70% of which finds its way to the ocean floor, where it will likely never degrade.

As consumers, the decision is easy. Plastic bags are superfluous and avoidable, so take reusable bags shopping with you. Throw them in your car and use them. End of story.

But as a business-owner, there is a bigger issue at play – sustainability.

The most widely agreed upon definition of sustainability requires we meet the needs of today without negatively impacting future generations. All companies have the opportunity to formulate and then execute a strategy that will take into account all aspects of sustainability but that is useful enough to be implemented today.

True sustainability has four coequal components:

1. Social (act as if other people matter)
2. Economic (operate profitably)
3. Environmental (protect and restore the ecosystem)
4. Cultural (protect and value cultural diversity)

Now, more than ever before, consumers, employees and investors share a common purpose and a passion for companies that do well by doing good. So any strategy without sustainability at its core is just plain irresponsible – bad for business, bad for shareholders, bad for the environment.

Side note: It was our fine city’s birthday yesterday! Happy 159th Dallas! We built this city on rock and roll baby!

Often, during times of personal challenge, I say, “Without lows, there are no highs,” and it gets me through the struggle and the same goes in business today.

For a personal example, my youngest son recently cut his own hair. It was disastrous … resulting in a shaved head right before school pictures. That was a low. But oh how sweet it was to get that first real haircut! Before the low, I would not have classified a haircut as a high.

Without a valley, there are no peaks.

All companies, big and small, have peaks and valleys. Some turn around and some flatline:

• You might open and be flooded with customers, but business tapers off;
• You might open your doors and need to considerably grow your customer base;
• You might have a sustainable model, but outside influences (economy, commodities, technology) change.

It happens to the best companies – it happens to all companies. What you do while in the valley determines your future.

Do you give up or do you find a pair of boots and start hiking?

In the Summer of 2008 Starbucks Corporation eliminated 12,000 full and part-time positions and closed 600 U.S. company-operated stores. I was there. The employee-centric company was in a valley. I was in a personal valley, watching talented professionals, my friends and colleagues, leave their beloved company.

So how did Starbucks start hiking? Howard Schultz came back with passion and a plan. There’s a fabulous book titled Onward that details the journey.

Are you in the valley? Is your business at the bottom of the mountain? Put on your boots and start your journey to the top.

People change. Attitudes change. Environments change. Business landscapes change. Change is good. Movement is good.

Face the challenge and start hiking.

My 13-year-old daughter is my hero.

At a time in her life when conformance equals survival and fitting in is everything (yes, we are talking about the angst of middle school), she has steadfastly, unapologetically and intentionally made choices that are true to her character, her spirit and her style.

In a sea full of long-haired girls, she chopped hers off and donated it to Locks of Love. When the group texts become more mean-spirited than meaningful, she turns her phone off and sits at the piano to play and sing. And although “being cool” is the going currency, she hangs onto her goofy, silly side. She tells me all the time, “I’m just doing me, Mom.”

She is her authentic self.

I admire this about her tremendously, and the truth is that it has inspired me to be more authentic myself. To:

• Make choices that make sense for me and my family.
• Spend my time doing what I want and not what I “should.”
• Care less what others’ perceptions are.
• Say no.
• Remember myself in the equation.

It’s freeing. I highly recommend it.

This way of being also translates to the business world, which has been a resounding theme in my short time working with the goddesses at Front Porch Marketing. I have realized just how important authenticity is for your business, particularly a small business. Can you answer the following:

1. Who are you?
2. What are you doing that makes you unique?
3. What is your brand?
4. How are you representing yourself?
5. Are you engaging in authentic online engagement?

It is imperative that you can answer these questions with clarity and that your brand is clear in everything you say and do. We on the Porch are passionate about helping you express your authentic self. It’s our mission!

Indeed, we want you to “just do you.”

I made it! Surgery went great.

Here’s my favorite things from my latest adventure:
1) The anesthesiologist came with her tray of champagne, her words, it really was tequila shots. Lights out quicker than I could say “see ya later.”
2) The day before surgery I received a pedicure … day of Pete, my husband, had to remove my new polish. They check for circulation through your toes. Now you know.
3) The people that surrounded me, picked me up, covered me in kindness and took care of my family and me during this time. I have so much gratitude!

Recovery is progressing as planned ~ slowly. Meaning I have spent a lot of time in my recliner … A. LOT. of. TIME.

For many entrepreneurs, their business is their life. Life can teach us lessons about business. In my experience, most business owners are firefighters. They like solving problems and typically get a rush from fixing things! There usually is a small or raging fire that gets their complete attention, from equipment, accounting, staffing, inventory or sales, and rightfully so, if they don’t put out the fire, who will?

I was at a dinner party two weeks ago. It was exciting to get out of the house for an adult evening. Someone asked me {kindly} what exactly I was doing with all my time. Lots of computer time, social media, reading and a whole lot of being still.

Folks, I am here to tell you. After staying in the same spot for a while, you start to notice things. Little things like dust under the TV stand and big things like schedules, strategies, systems and relationships.

In the stillness. In the quiet. A new perspective emerged.

What an interesting idea for business leaders and owners. How often do we sit still? How often do we take the time to seek new perspective? Fresh perspective can come from new employees, new business partners, customers, but it also needs to come from you. The person who lives and breathes the business. The business that is your life. Imagine the possibilities. Take the time to be still and see things differently.

Personally, I can’t wait to get off the bench and start applying a fresh, new perspective.

What does it mean to be an entrepreneur? These eight innocent words are like loaded dice.

The word entrepreneur immediately brings to mind some obvious choices: Steve Jobs, Oprah Winfrey, Jeff Bezos and Bill Gates. Melinda Gates has also earned her own place at the table with her philanthropic and global development efforts via the Bill and Melinda Gates Foundation.

These folks are true forces of nature.

What landed them in this spot?

Talk to any successful entrepreneur and you will notice familiar traits. Entrepreneurs are driven by passion, not money. According to Tony Hsieh, founder and CEO of Zappos, “Chase the vision, not the money, the money will follow you.”

There is a myriad of research, articles and opinions citing successful traits of an entrepreneur. Most are variations of the same them:

• Passion
• Imagination
• Vision
• Tenacity
• Self Confidence
• Resilience

All packed with determination, perseverance and huge dollop of grit.

Lest you think it a glamorous endeavor, being an entrepreneur also means late nights, early mornings and everything in between. But the rewards of watching your vision come to life and grow supercede all else.

According to Eric T Wagner to be a successful entrepreneur is to, “Think Big and be Bold.” We would tend to agree.

Do you have what it takes?

One of my favorite movies of the year is Jobs. Who doesn’t like to watch Ashton Kutcher on any screen … sorry I digress …

They had me at, “Don’t be better. Be different.”The. Best. Marketing. Advice. ITHOE. 

In a few critical points in product development, Jobs calls in Steve Wozniak, to help him develop a new product for Atari (that was 1980 somethin’), reinvent the Macintosh, etc.

It got me thinking.

Who is my Woz? Everyone needs one (or 10) Wozs on their team.

Here are a few roles a Woz can play:

1. Whiz Bang Woz – The creative genius you run a situation or opportunity by, or pass off to, and they come up with THE brilliant idea
2. Practical Woz – The one who tells you, “They didn’t call your baby ugly.” Enough said.
3. Relationship Woz – The one who is your people person. Always looking at how thing are interpreted and will play out from the people side of the business.
4. Financial Woz – The one who asks you the real numbers questions. You may not like the questions they ask but know the answer. Thank goodness for these folks.
5. Work Life Woz – The one who reminds you to keep it real. The voice that is the same in your head. Work is for work. Enjoy and be present with your family.

Have them in your iPhone contacts and you are good to go.

It was homework for our team members to watch this movie.

One comment was, “Steve wasn’t a nice man.”

Truth. Sometimes the best business owners or leaders are not nice but they are smart enough to surround themselves with folks to remind them to be or they let others lead the people part of the business.

Have you met the Rockette and The Rock?

Julie Porter is the Chief Rocker at Front Porch Marketing. You can follow her or her company on Twitter @JulieDPorter01 and @ItsFrontPorch and Instagram @Julie_Porter and @ItsFrontPorch. Connect with her on LinkedIn or email her at julie@itsfrontporch.com.