Building a Reputation That Speaks for Itself

By Tyler Dunn

Reputation is the bedrock of any successful business. In the vehicle wrap industry, it’s the difference between a one-off job and a client who has stuck with you for years. But here’s the thing: you can’t buy a good reputation, and you certainly can’t fake it. A reputation that truly speaks for itself is earned—through every interaction, every job, and every challenge you face along the way.

Let’s be honest: our industry is filled with a lot of noise. There are more shops, more "experts," and more voices than ever before. And while the competition might seem fierce, I believe that the real differentiator—the thing that will keep you thriving—is your reputation. The hard part isn’t just getting it, but building it the right way, so clients know without a doubt that they can count on you.

In my article last month (October 2024, page 12), I mentioned that I’ve always believed in transparency and being an open book. I’m here to share every bit of knowledge I’ve gained over the years. There’s no secret I’m keeping to myself. In fact, if you’re reading this and you want to learn how to build a business with a reputation that gets people talking, come by 360 Wraps anytime for a tour. Our doors are open, and we welcome anyone who wants to learn.

If you can't find a job because “You need experience”, we are hiring, We’ll train you. Want to know how to actually increase your profits and lower your quotes for your clients, how to actually provide value, and incorporate systems to allow you to scale, reach out anytime and I’ll help as much or as little as you need. No need to subscribe or hire a ‘business coach’, give me a call, and let's transform this industry for the better, together.

But let’s dive deeper into what it really takes to build a reputation that can carry your business forward.

Trust: The Foundation of a Strong Reputation

If there’s one thing I’ve learned in my years of running 360 Wraps, it’s that trust is the currency of business. Without trust, you have nothing. You can have the fanciest equipment, the most talented team, and the best marketing in the world, but if your clients don’t trust you, none of that matters.

So, how do you build trust? It’s not as complicated as you might think—it’s about consistency and honesty. Every interaction with your clients is an opportunity to either build trust or break it. It’s about showing up when you say you will, delivering what you promise, and owning up to mistakes when they happen.

I promise you, people notice the little things.

It’s easy to cut corners, use a cheaper film, or hide behind excuses when something goes wrong, but that’s not how you build trust. The shops that thrive long-term are the ones that take ownership— whether it’s a problem with the wrap itself, a missed deadline, or a miscommunication. Clients will forgive a mistake if you’re willing to make it right. What they won’t forgive is dishonesty or excuses.

At 360 Wraps, we’ve made trust the cornerstone of our business. We don’t just talk about transparency—we live it. Whether it's pricing, timelines, or our process, we’re upfront with our clients from the start. We don’t upsell a bunch of services just to increase revenue. We believe in treating people fairly, and that’s built a level of trust that no amount of advertising could ever achieve.

Shortcuts Undermine Your Reputation

One of the biggest mistakes I see in this industry is when shops cut corners, thinking it won’t matter in the long run. Maybe you skip a step in the installation process to save time, or you charge a little extra for something the client didn’t necessarily need. It might seem harmless at the moment, you may have even really “sold” it to your client but I can guarantee you—clients notice, and they remember. It’s tempting to look for shortcuts when you’re trying to get ahead, but I’ll tell you right now: shortcuts are a one-way ticket to ruining your reputation. Clients may not always voice their concerns, but they talk. They tell their friends, their colleagues, and anyone who will listen about their experiences. And once your reputation starts to slip, it’s incredibly hard to recover.

Ethics in business aren’t optional. You can’t expect to build a thriving company if you’re not willing to do things the right way and do right by everybody involved, every time.

The Importance of Taking Responsibility

One of the hardest lessons I’ve learned is that taking responsibility—especially when things go wrong—is what separates a good shop from a great one. It's incredibly expensive. Just know, no one is perfect. Mistakes happen, timelines get delayed, and sometimes things just don’t go as planned. But how you respond to those challenges is what defines your business.

At 360 Wraps, we’ve had our share of problems over the years. We’ve had wraps that

The Shop didn’t turn out as expected, missed deadlines, and installations that had to be redone. But instead of making excuses or shifting the blame, we own it. We eat the cost, fix the issue and make sure the client walks away happy because we kept the process easy. The time you spend figuring out what happened, how to file that warranty claim, or proving the art copy was in fact approved by the client, you could have simply provided a solution and gained a lifelong client. Instead, you proved why somebody else is responsible for the cost and lost the repeat business.

Clients don’t expect perfection, but they do expect accountability. If you want to build a reputation that stands the test of time, you have to be willing to own your mistakes and make them right. That’s the hard part about reputation-building—it requires humility. It requires putting your pride aside and focusing on what’s best for the client.

Relationships Over Transactions

If I had to boil down the secret to our success at 360 Wraps, it would be this: we focus on building relationships, not transactions. It’s easy to fall into the trap of chasing the next sale, especially when you’re trying to grow your business. But I’ve learned that the real value comes from longterm relationships with clients who trust you.

When you prioritize relationships over revenue, something amazing happens—clients become advocates for your business. They refer you to others, they come back again and again, and they build your reputation for you. That’s the kind of reputation that speaks for itself. It’s built on how well you take care of the people who trust you with their vehicles.

I’ve always believed that if you take care of your clients, they’ll take care of you. That doesn’t always mean giving away services for free or undercharging for your work. It means treating your clients like partners. It means listening to their needs, delivering on your promises, and being there for them when they need you. It means going the extra mile, not because you have to, but because you truly do want to. It means being there to answer the phone even though it's outside business hours, or straight to your cell vs shop phone.

The Long Game: Investing in Your Reputation

Building a reputation takes time. It’s not something you can rush, and it’s certainly not something you can fake. Every decision you make, every interaction you have, every job you complete is an investment in your reputation. And like any investment, it takes time to see the returns. But here’s the thing: when you build a reputation based on trust, consistency, and relationships, the returns are incredible. Clients start seeking you out. You stop having to chase business because your reputation does the work for you.

But reputation is fragile. It can take years to build and only a moment to destroy. That’s why it’s so important to protect it. You can’t afford to cut corners or take shortcuts, because one bad client experience can undo years of hard work. That’s why reputation-building has to be a part of your daily operations, not just something you think about when things go wrong.

Looking Ahead:

Aligning Your Business Goals with Client Success

In my next article, I'm going to dive deeper into one of the most important aspects of running a successful business— aligning your goals with your clients' success. Here’s the reality: your growth is directly tied to how well you serve your clients. When they win, you win. It’s that simple. Too many businesses focus on chasing revenue without realizing that sustainable growth comes from prioritizing the success of the people who trust you with their work. When you make your clients’ success your mission, your reputation naturally follows, and your business will expand in ways you never imagined.

My goal is to see this industry grow—not just for us, but for everyone in it. And I’m here to help however I can. Whether you want advice, guidance, or just an honest conversation, I’m available. What you’ll get from me is the real perspective of someone who’s in the trenches every day, truly scaling a vehicle wrap company— not a manufacturer, an installation teacher, or a shop owner with a business coach side hustle. Let’s raise the bar together and build businesses that not only thrive today but stand the test of time. Together we're all a team.

Tyler Dunn CEO, 360 Wraps, Inc.