Harvey Mackey tells the story of a friend who was flying from San Francisco to Los Angeles. There was a 45-minute delay in taking off and then the plane had to make an unexpected landing in Sacramento. The flight attendants announced people could get off the aircraft if they would return in 30 minutes.
Everyone got off except one gentleman who was blind: his guide dog was lying quietly underneath his seat. The pilot approached the man and called him by name, “Keith, we’re in Sacramento for almost an hour, would you like to get off and stretch your legs?” Keith replied, “No, thanks, but maybe my dog would like to stretch his legs.”

All the people in the gate area came to a standstill when they saw the pilot walk off the plane with a guide dog and sunglasses! People scattered. They not only tried to change planes, they also tried to change airlines.

Unfortunately, perception equals reality for many, but they have very different meanings. The problem happens when someone’s perception becomes their reality. They see what they expect or want to see, regardless of what is actually true.
Businesses need to pay attention to how they are perceived by customers and prospects. Do they see your products as innovative, well-priced, useful, and available?

You may have the best products, the best people, and the fairest prices but still, have a negative perception. One bad online review can sway public perception and destroy years of building a good reputation. The most difficult part is that the review may not even be true. You will have to work harder than ever to repair the damage. It’s not fair, but it is reality.

Be aware of your public profile and use every option available to keep your reputation positive.  Ensure customer service is the priority with every employee from the factory floor to the executive suite.

And be aware that perception doesn’t always equal reality. Check the facts.