A well-dressed gentleman was headed into a drinking establishment when he spotted an elderly man fishing in a puddle outside. He invited him inside for a drink. As they sipped their whiskeys, the gentleman thought he would humor the old-timer and asked, “How many have you caught today?”
The old man replied, “You’re the eighth.”
How many times have you perceived the wrong scenario? What you see may not be reality. Perception can be misleading.
I have another way of saying this when I speak to corporate audiences: Things are not necessarily as we always perceive them to be. I often share the story of the man and his son who are in a car accident and are badly injured. The younger man needs emergency surgery. But at the hospital, the surgeon says, “I cannot operate on this person. He is my son.” But wait, wasn’t the father injured too?
Yes, but you would be amazed at how many people, in this day and age, have not figured out that the surgeon is in fact his mother. When I first started using this example some years back, very few made the connection. Now it’s probably 50-50. Perceptions change, but not always as quickly as reality.
Marcus Aurelius, Roman emperor, said, “Everything we hear is an opinion, not a fact. Everything we see is a perspective, not the truth.
A variety of factors affect your perception: what you can actually see or hear or feel, previous experiences, opinions of others, even concerns about how you might be perceived. How you perceive a thing determines how you receive a thing. If you perceive something as negative, that’s exactly how you will receive that message. In other words, your outlook often determines your outcome.
“We must look at the lens through which we see the world, as well as the world we see, and that the lens itself shapes how we interpret the world,” wrote Stephen R. Covey in “The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change.”
Understanding how people perceive customer relationships is crucial in business. Perception can significantly impact a company’s reputation, customer loyalty and overall success. Here’s an in-depth look at why perception is so important:
Trust and credibility. Trust is the cornerstone of any strong relationship. If customers perceive your business as trustworthy and credible, they are more likely to remain loyal and recommend your services to others. Consistency is key. Consistent and reliable service helps build a positive perception over time.
Brand image. The initial perception customers have of your brand can set the tone for the entire relationship. A positive first impression can lead to long-term loyalty. How customers perceive your brand in comparison to competitors can be a deciding factor in their purchasing decisions.
Customer experience. Customers don’t just buy products; they buy experiences. A positive perception of the customer experience can lead to repeat business and referrals. Actively seeking and responding to customer feedback can enhance perception by showing that you value their opinions and are willing to adapt.
Handling negative perceptions. Addressing negative perceptions quickly and transparently can mitigate damage and restore trust. Regularly monitor online reviews and social media to manage and improve public perception.
You can also enhance customer perceptions by going above and beyond in customer service to create memorable experiences. Also, engaging with customers authentically and personally builds stronger connections.
On the first day of school, a teacher was glancing over the class roll and noticed that after each student’s name was a number such as 138, 140, 154, and so on.
“Look at these IQs,” she thought excitedly. “They’ve given me a terrific class!”
As a result, the elated teacher worked harder with this class than with her others. She tried innovations that she thought would challenge them and hold their interest. And it worked! The class did much better than any of the other classes she had taught in the usual way.
Only later did she find out that the figures after each pupil’s name stood for their locker numbers, not their IQs.
Even though her class had children of all ability levels, this teacher’s perception that her students were super-smart produced above-average results. I suspect she learned a lesson too – that the power of perception can unlock hidden potential.
Mackay’s Moral: In business, perception is reality. How you are perceived by your customers can be the difference between success and failure. Always strive to create a positive and lasting impression.
