Living Transparently: It Just Is What It Is.

This week I am returning to work after a business trip to Miami, Florida. The trip was an opportunity to discuss sales strategies and review strategic partners in our solutions portfolio by day, and enjoy a little relaxation among colleagues from around the country after hours.

Obviously many of us traveled by air to reach our destination, and on the plane down and back I had some time to reflect on the difference between truth and perception.

On the trip down, obviously I was eager to arrive – and found myself surveying the landscape from inside of the plane, as well as my surroundings on the plane itself. I immediately noticed the several seats were broken, haphazardly taped closed; not exactly the picture of pristine operation one might hope for in a giant, metal tube rocketing through the sky at amazing speeds.

Needless to say, the pilot flew competently, the weather was fair, and overall my perception was the plane was in good working order aside from the raggedy furnishings. The view from my window seat was really beautiful, well at least from the few minutes I paid attention before I fell asleep.

The return trip was a bit different, however; just enough to notice. As I boarded the plane, I noticed the plush, first class seats, with ample arm and leg room. I found my way back to my seat in 14F, and happened to be seated with a view of the window once again. I was seated over a wing, and had a great view of the right engine!

During the flight, things weren’t all that bad. But as I gazed out the porthole-window, I began to realize the engine had 3 very loose screws. I quickly began to count the many rivets in the metal skin of the plane, and surmised I was probably safe.

As I looked up, we hit some turbulence; the wing began to shake and some contraption 3 rows up came off the wall – dangling loosely just behind the top of someone’s head. They didn’t notice. I scanned the plane and to my shock saw several other failings of the plane – but no one else seemed overly-concerned.

My perception was the plane was rather old and in poor keeping, many others saw nothing wrong from their vantage. While I was not pleased with the trappings of my travel, the simple truth was the plane was poorly kept, but landed without incident.

I couldn’t help wonder how many others might be incensed – or plainly apathetic?

Is Perception Reality?

In business, we often hear the phrase, “Perception is reality,” indicating a customer’s experience is what matters more than anything else. While I believe a customer’s experience and perception of your brand is of utmost importance, let us not forget the difference between truth and perception.

I would submit that in many businesses we place an undo amount of attention on our customers having the best experience. However, some might contend that we should hold truth in higher regards. Well you can’t have it both ways, now can you?

It would be overly-simplistic of me to say that we must hold truth in higher regard than a customer’s perception or that perception is indeed reality.

No, instead we must always seek alignment our customers’ perceptions with our own truths by offering transparency of action and intent. The action to reach transparency itself is to intentionally live by and exemplify your values in voice and deed.

Quite simply, there is a gap in what many of us say and what we do – a gap between our reality and others’ perception of our truth. The common misconception of offering this transparency is that is is either very hard or very easy (depending upon whether you speak with consultant or salesman, respectively) to achieve it.

This is inaccurate; The gap does exist in many cases, and living your values in business (as in life) is neither easy nor hard. It just is what it is. If you live congruently and transparently your customers will see this and those who value this trait will support you just as you support them.

Image courtesy of: Edan

Ken Stewart’s blog, ChangeForge.com, focuses on the collision between the constantly changing worlds of business and technology. To connect with Ken, you may visit him at DandyID.