Filed Under:Your Practice, Practice Management

Define your brand

What do you want to be known for? If you could pick a word or short phrase you wanted to be known for, what would it be? Perhaps it’s your customer service. If you’re in the medical profession, you might want to be known for compassion. One of my favorite stores, Ace Hardware, is known for being helpful. Your word is your brand.

Be it a personal or corporate brand, the concept behind your word or phrase describes how you want your customers to think of you. You want to be the “go to” person or company for that concept. Keep in mind that you can’t really create your brand. Your customers determine what your brand is. Their perception is your reality.

There is another business concept that ties into a brand that is known as “owning your mile.” A retail store owner may want to own the customers within a mile (or two or 10) around the store. Someone like me, a customer service expert, may want to own that particular topic. Your “mile” will be something specific to your business.

Finally, there is one thing that most people don’t do in building their personal or corporate brand. They don’t focus and remain consistent. Inconsistency destroys trust and credibility. Your brand is what you want to be known for, so don’t change it up every six months or year. Figure it out and stay laser focused. As for consistency, you just can’t announce your brand and expect people to get it. You must live it each and every day.

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Shep Hyken is a professional speaker and best-selling author. For more information on Shep’s speaking presentations, call 314-692-2200, email or go to

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