Whatever your business, if a customer makes a complaint or has a negative perception of your organisation, no matter how unjustified you think it is, you have to accept it.
If you don’t change their perception….the negative opinion will be shared and spread.
It doesn’t matter whether you agree with a customer’s perception. Don’t try to deny it, accept that it exists and work hard to change it.
The same is true in your own career. Sometimes in appraisals, we hear feedback that makes us think “WTF? I don’t do that!” Yet someone thinks you do….so change their perception…change your behaviour….it’s only real if you let it continue.