INDEX personal gain, 133­134 personal involvement, 129­141 business practices based on, 136 and communicating personal commitment, 134­139 and customer service, 129­130 examples of, 140­141 and personal/professional reputation, 130­132 and professionalism, 133­134 personal reputation authenticity in, 54 and personal involvement, 130­132 professional and, 54, 130­132, 194 personal touches in relationships with customers, 60­61 in speeches, 51­52, 55 Portfolio.com, 12 post-mortem process, 31­32 power of information, 109­111 and office politics, 166 of reputation, 2­5, 201­203 sharing, 45, 70­74, 150­154 praise, 44, 122­123, 141 preparing to ask questions, 92 to communicate, 97­99, 111­113 for ethical tests, 195 209 trust in, 147­149 reputation, 1­8, 199­203 as asset, 5­6 benefits of, 17­18 building your, 189­192, 200­201 critical factors of, 7­8 power of, 2­5, 201­203 responsibility for your, 47­48 restoring your, after mistakes, 183­184 and success, 6­7, 199­200 as your responsibility, 5, 203 reputation capital, 159 research, in Eight Steps to Engagement, 124 respect assessing your, for others, 43 and caring, 72­74 as core value, 49 and engagement, 117 and strong character, 18 responsibility for failures, 154­155 as focus of military, 21 for health of your career, 49 for mistakes, 185 for unsuccessful projects, 44 for your reputation, 5, 47­48, 203 Retail Industry Leaders Association, 6 retention, of communication, 100­101 Return on Reputation Indicator and Index, 5­6