A lot of you reading this blog are business people. You know full well the importance of perception. That is, how people perceive your business. You also know how frustrating it can be. You know how your business works. You know what services you offer—but there’s always that disgruntled customer out there who knows better than you.
I got a proverbial earful from an airport critic a couple of months ago via email. And brothers and sisters let me tell you, his perception is reality. Just ask him.