On "managing" perception

In the rare instances I am able to corner a customer, executive, or business partner, I like to ask them what the current buzz is.  Are people generally asking for more features, or better quality?  This admittedly un-scientific and ambiguous question has value for me, as a leader in test engineering.  The answer to this question matters for a few reasons:

First, to get just a bit of an idea of what our pipeline is looking like... a push for more features or a focus on improving quality.

Second, to show them we care about what is being thought and said.

Third, and most importantly, to get an idea of how the perception of our products is trending.

As a test engineer, perception is just as important as reality.  If your products are perceived as being of poor quality, then people will more readily notice and magnify the smaller defects that exist.  In the same way, when you, as a tester, are seen as being incapable, disinterested, or ineffective, people will focus on all of your flaws and mistakes.  Furthermore, they will distrust all work you do, effectively rendering you useless to the organization.

In "managing perception", I recommend the following:

1. Communicate the context
2. Be honest
3. Be open
4. Communicate frequently

All too often, people manage it this way:

1. Report numbers without context
2. Ignore it
3. Obfuscate
4. Delay

To make it simple, don't worry about managing perception- just focus on proactively reporting reality in proper context.

Leadership note:  Remember to manage the perceptions of team (capability), project (status), and product (health).

Does anyone have horror stories relating to perception in testing?