The Moment of Truth - 0 views

StephensVendelbo EdwardsTimmermann

started by Bidstrup Molina on 10 May 13

#1 Bidstrup Molina on 10 May 13

Every consumer contact is a Moment of Truth that produces a of Misery, a of Mediocrity, or even a Moment of WOW. In the Minute of Truth you can create consumers forever or you can begin a slow and painful demise of your company one client at a time.

An Instant of Mediocrity is what most often occurs in business to customer communications and this is where in fact the customer's expectations were met - and those may even be low expectations. Clients who experience a Minute of Mediocrity, feel "satisfied" but won't compensate the business with loyalty. Because a better experience hasn't been found by them these customers are only your customers.

A Minute of Misery is created every time you neglect to meet up with the customer's expectations. Often, Moments of Misery end in destructive and extremely powerful bad word-of-mouth advertising and customer defection.

An Instant of WOW is established once you exceed the customer's expectations. Service must be really outstanding and service providers need certainly to go "Beyond WOW" to create the Moment of WOW. Occasions of WOW produce a successful base of loyal clients, which results in growth, increased profits, and enduring value. (For countless ideas on the best way to develop Moments of WOW, get my completely new book, Beyond WOW when you go to Beyond WOW.)

Couple of years before I stayed in a luxurious hotel in Miami with a large part ocean view room. I paid $179 for a keep and my expectations for support were high. I experienced an array of problems during my short stay and one situation stands out. The day of my departure I called the Concierge to arrange transportation to the airport. Here's a summary with this Moment of Truth:

Me, the Customer: "I must be at Miami Airport Terminal by 5:00 pm for a 6:00pm trip. Can transportation be arranged by you with Super Shuttle for me personally? " Simple demand - approximately I thought.

Concierge: "Ma'am, you have to offer at least a hour notice for a shuttle to the airport. I cannot necessitate you per your request. You can take a taxi or we can organize an automobile for you for $99. "

Me, the "paying" customer:"Why do you really need a hour notice for a routine experience to the airport?

Concierge: "It is our treatment. A taxi can be taken by you or a car can be arranged by me. These are your choices."

Me, the customer/ the reason you have a "Okay, can you just veer away from "procedure" and see if the shuttle can pick me up seven hours from right now"?

Concierge: "I can give the quantity to you and you can call."

I named Super Shuttle and the agent said, "Sure, the royal blue truck will meet you out front at exactly 4:30." Observe how simple which was? Why could not the Concierge only get the always check and phone?

Here's what the Concierge should have said upon my request a "Ms. Golden, usually Super Shuttle needs a 24 hour advance notice, but I'll see what I will do. Basically can not arrange transportation with the shuttle, we can get you to the airport by taxi or private car. Let me check up on that and I will call you right back." This answer would have produced the Moment of Truth a of Mediocrity and perhaps I would have considered still another stay at the hotel. But my moment was Misery and not only will I not return, but like every client, I will spread negative word-of- mouth advertising.

A Minute of Misery is created every time you:

*Tell an individual "No" without first telling them that which you can perform

*Quote policy

*Fail to follow-up/follow through

*Make the consumer tell and retell their story with unnecessary moves

*Respond to claims with an accusatory or interrogatory type

*Refuse to take responsibility for problems

*Fail to apologize to customers

*Tell a person they're wrong - even if they are wrong

*Cut a customer down

*You only get one Moment of Truth with customers. What will it be?

<div class="cArrow"> </div><div class="cContentInner">Every consumer contact is a Moment of Truth that produces a of Misery, a of Mediocrity, or even a Moment of WOW. In the Minute of Truth you can create consumers forever or you can begin a slow and painful demise of your company one client at a time. An Instant of Mediocrity is what most often occurs in business to customer communications and this is where in fact the customer's expectations were met - and those may even be low expectations. Clients who experience a Minute of Mediocrity, feel "satisfied" but won't compensate the business with loyalty. Because a better experience hasn't been found by them these customers are only your customers. A Minute of Misery is created every time you neglect to meet up with the customer's expectations. Often, Moments of Misery end in destructive and extremely powerful bad word-of-mouth advertising and customer defection. An Instant of WOW is established once you exceed the customer's expectations. Service must be really outstanding and service providers need certainly to go "Beyond WOW" to create the Moment of WOW. Occasions of WOW produce a successful base of loyal clients, which results in growth, increased profits, and enduring value. (For countless ideas on the best way to develop Moments of WOW, get my completely new book, Beyond WOW when you go to Beyond WOW.) Couple of years before I stayed in a luxurious hotel in Miami with a large part ocean view room. I paid $179 for a keep and my expectations for support were high. I experienced an array of problems during my short stay and one situation stands out. The day of my departure I called the Concierge to arrange transportation to the airport. Here's a summary with this Moment of Truth: Me, the Customer: "I must be at Miami Airport Terminal by 5:00 pm for a 6:00pm trip. Can transportation be arranged by you with Super Shuttle for me personally? " Simple demand - approximately I thought. Concierge: "Ma'am, you have to offer at least a hour notice for a shuttle to the airport. I cannot necessitate you <a href="http://sandiegoairportshuttle.org/" rel="nofollow">per your request</a>. You can take a taxi or we can organize an automobile for you for $99. " Me, the "paying" customer:"Why do you really need a hour notice for a routine experience to the airport? Concierge: "It is our treatment. A taxi can be taken by you or a car can be arranged by me. These are your choices." Me, the customer/ the reason you have a "Okay, can you just veer away from "procedure" and see if the shuttle can pick me up seven hours from right now"? Concierge: "I can give the quantity to you and you can call." I named Super Shuttle and the agent said, "Sure, the royal blue truck will meet you out front at exactly 4:30." Observe how simple which was? Why could not the Concierge only get the always check and phone? Here's what the Concierge should have said upon my request a "Ms. Golden, usually Super Shuttle needs a 24 hour advance notice, but I'll see what I will do. Basically can not arrange transportation with the shuttle, we can get you to the airport by taxi or private car. Let me check up on that and I will call you right back." This answer would have produced the Moment of Truth a of Mediocrity and perhaps I would have considered still another stay at the hotel. But my moment was Misery and not only will I not return, but like every client, I will spread negative word-of- mouth advertising. A Minute of Misery is created every time you: *Tell an individual "No" without first telling them that which you can perform *Quote policy *Fail to follow-up/follow through *Make the consumer tell and retell their story with unnecessary moves *Respond to claims with an accusatory or interrogatory type *Refuse to take responsibility for problems *Fail to apologize to customers *Tell a person they're wrong - even if they are wrong *Cut a customer down *You only get one Moment of Truth with customers. What will it be?</div>

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