The advice to manage perceptions more times than reality was spot on … mostly because other’s perception is their reality. You will remember from our conversations that we said people get their percetions from what they observe.

Observing behavior is just as tangible as measuring a result. And that is why and observed behavior creates such a mental reality.

Your questions at the end of your comment are intriguing. My first thoughts made me laugh a bit. I would strive to bring a perception down to reality when reality is better than the perception. And leave perception alone when it is better than reality.

I guess the best answer has something to do with honesty and integrity. And I wonder if the real answer has something to do with whether we must react or be proactive.

Reactive – When the perception is not what we wish, then we must adjust observable behavior.
Proactive – We choose behavior based on the outcomes we desire and thus build our Brand.

Both of these require commitment and take time.

Whew!
Thanks for making me think!

Secondly, just a note regarding managing reality versus managing perception…a topic you and I have discussed in the past. In a nutshell, I find the idea of the business world blurring the line between these two fascinating. I have told many people in the past that the best advice I EVER recieved from my manager was that I needed to manage perceptions more times than reality, especially when it comes to customers.

As a manager do I strive to bring perceptions down(?) to reality, or reality up(?) to perceptions. Or is a happy medium the key (or is that just mediocrity)?

Thoughts?