Perception is Everything
The truism of "perception is reality" is well known in retail sales. It means that whatever the customer perceives is more important than what is objective fact. Your retail associate may only be trying to conform to a new company policy, but if a customer perceives that his or her business is unwanted, you will lose sales. Disorderly shelves and cramped aisles can have the same negative impact as a grumpy salesperson. The same can be said for your printed materials or company website; if you are perceived as being thrown together on a shoestring, homemade or hard to use, then that is reality, despite the objective facts of the situation.
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