We often believe that brands or leadership must be flawless, but as the case of the BBC anchor illustrates, the public only accepts a subject as a "person" when they see a vulnerability. Consumers often prefer a rating of 4.2 to 4.4 over 5.0, and they feel more trust in YouTube videos where positive and negative comments coexist, rather than those with only 100% positive comments. When human vulnerabilities are shown instead of rigid authority, consumers lower their guard and feel a sense of bonding, believing the subject is "on our side."