Reputation

That's a really interesting-- I, I, we-- when we were designing our systems, we used to think a lot about these, uh, different things.

But one thing I learned from your three categories as you were going from one, two, is reputation is doesn't belong to the node.

Reputation belongs to the edge between the, the individuals.

I think that's a very interesting kind of like, uh, property of a reputation because somebody may have very high reputation in their circle where it's related to like, oh, if this person does this, I, I know them.

They're in India or Africa or wherever, some other location that, you know, uh, different authors may have different like trust relationships with.

So when you can put in that solid foundation and work on how that can compound over time, it will overweigh if there ever were to ever be a bad experience happening.

So, Reputation is built in the small moments, okay? How quickly do you respond? How do you treat people? What do you say that you're going to do? What time are you going to show up? How are you going to fix the problem? Do you have your truck fully stocked where you can service it right then? Or are you going to have to come back? How you communicate all of that stuff builds those small moments to build your reputation.

How do you handle mistakes? How do your trucks and uniforms and team members and how do they...

present the brand okay that's your reputation those are those small innate things but they do compound over time to make a big impact and a big result so are you consistent that everywhere your customers encounter you again beyond just the google rating beyond just your review count um The reputation is everywhere else that the customer could interact and encounter you and your company.

Yeah.

Let's start actually with your book because when I first interviewed you on my former podcast and I got your book, Hipset, this is not his, your New York Times bestseller is The Reputation Economy.

That's

right.

What

is

it about The Reputation Economy? How did

you end up in that space? So The Reputation Economy was a book that I wrote.

All go wrong sometimes, but the wise try to hide the errors, but fools boast of them.

Reputation depends more on what is hidden than on what is done.

If a man does not live chastely, he must live cautiously.

The errors of great men are like the eclipses of the greater lights.

It's a little bit of a tough one.

You know, he's, Reputation is he's hurt a lot.

You don't want that reputation at 23.

So he needs to get fully healthy.

Right.

Highly successful founders reject the quick buck if it compromises their reputation.

Reputation is an invisible untaxed asset on the balance sheet.

When you optimize for customer satisfaction and deep enduring trust, you are building structural advantages like network effects and organic word of mouth growth.

It's the difference between building a single use app and building a foundational platform.

All go wrong sometimes, but the wise try to hide the errors, but fools boast of them.

Reputation depends more on what is hidden than on what is done.

If a man does not live chastely, he must live cautiously.

The errors of great men are like the eclipses of the greater lights." Even in friendship, it is rare to expose one's failings to one's friend.

对。

接下来，比如说你-你在你同儕跟你同事之间 build 的 connection，build 的 reputation，这些都很重要啊。就是——

对。

......如果你平常在工作上就是一个 bitch，那你——

All go wrong sometimes, but the wise try to hide the errors, but fools boast of them.

Reputation depends more on what is hidden than on what is done.

If a man does not live chastely, he must live cautiously.

The errors of great men are like the eclipses of the greater lights.