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You only have one reputation

On a recent visit to the Smithsonian, we were really excited to see a food truck from a national fast-food chain. After a week of over-priced, deep-fried tourist rip-off food, we were thrilled to get a famous-brand burger and fries at a regular price.

But they were ripping us off with inflated prices too. Now we’re angry and frustrated with the national brand.

Here’s the challenge for any business with local branches: A screw-up by one location reflects on the reputation of the national brand (and all the other local locations). You need to police the behavior of your on-the-ground representatives, because all your reputations are tied together.

Don’t let one ruin it for the rest.

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  1. dasak July 28, 2011 at 10:36 am #

    Yeah, we live in DC. Jerks. One of them tried to sell a small bottle of water for 4.50. One that could be bought at a nearby convenience store for 1.50. Excuse me? No, thank you.

  2. Charleen Larson August 2, 2011 at 12:43 pm #

    We noticed the same thing on our last visit to the Smithsonian at the Museum of Natural History. When I lived in DC (eons ago) the Hirshhorn and NASM were still new and museum food was reasonably (or not too outrageously) priced.

    You can’t exact revenge on the mega catering companies that service these places, though, because they only have operations in places where you have no food alternatives.

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