Perception is Reality

It may surprise some people, but even seemingly small things can affect how people see your business. A good example I see often is FedEx. At least once every other month, I see a FedEx delivery truck being towed off for repair. Alternately, I don’t recall ever seeing a UPS truck being towed. Guess which service I perceive as being more reliable? If I went back and compared delivery reliability for all of the packages I’ve shipped using both services over the years, they are probably fairly comparable. But I can’t get that towed truck image and the impression it makes on me.

What small things in your company are sending the wrong messsage to your customers?

Photo Credit: FedEx Truck photo courtesy of martymadrid.