Your logo, your colors, your font choices, your core values? They’re not your brand. At least not the entirety of it. Not to your customers.
Your brand is the package that arrives on time and intact, or shows up late, busted, and at the wrong address. Your brand is the headache you caused someone, or the relief they felt when you made their life easier. It’s the tone of someone’s voice on a phone call. The vibe they got at the front desk. The way you made them feel, good or bad.
One bad interaction can wreck what took you a year to build.
For local businesses especially, good people build more brand equity than billboards, ads, or Instagram posts ever could.
But if you have great people and great branding? Mmm. 👌