The Moment of Truth
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
The Moment of Truth
Word Count:
661Summary:
Every interaction with a customer presents a "Moment of Truth." Will it result in a moment of misery or a moment of WOW?Article Body:
When engaging with customers, every experience is a "Moment of Truth." It can either create lifelong loyalty or slowly damage your reputation, one customer at a time.Most often, businesses deliver a "Moment of Mediocrity." This occurs when expectations are merely met, leading to "satisfied" customers who lack loyalty. They stay only because they haven't found a better alternative.
A "Moment of Misery" occurs when expectations are not met, often resulting in negative word-of-mouth and customer attrition.
In contrast, a "Moment of WOW" happens when you exceed expectations. This requires exceptional service that goes "Beyond WOW." Such moments foster loyalty, driving growth, profit, and lasting value. (For more ideas on creating WOW moments, check out my new book, Beyond WOW.)
Consider my experience at a luxury hotel in Miami. I stayed in a corner ocean-view room for $179 a night, expecting high-quality service. Unfortunately, I faced numerous issues, one notably unforgettable.
Before departing, I called the concierge to arrange airport transportation:
Me: "I need to be at Miami International Airport by 5:00 pm for a 6:00 pm flight. Can you arrange transportation with Super Shuttle for me?"
Concierge: "Ma'am, you need to give at least a 24-hour notice for a shuttle. I can't call for you. You can take a taxi, or we can arrange a car for $99."
Me: "Why is 24-hour notice required for a routine trip to the airport?"
Concierge: "It's our procedure. You can take a taxi, or I can arrange a car. Those are your choices."
Me: "Okay, could you please try calling the shuttle to see if they can accommodate my request?"
Concierge: "I can give you the number, and you can call."
I contacted Super Shuttle, and the representative promptly arranged for the shuttle to meet me at 4:30. It was simple?"why couldn't the concierge make that call?
The concierge could have responded: "Ms. Golden, typically Super Shuttle requires a 24-hour notice, but I'll see what I can do. If not, I can arrange a taxi or private car for you. Let me check and call you back." Such a response might have resulted in a "Moment of Mediocrity," and I might have considered returning. Instead, it was a "Moment of Misery," and I'll share my negative experience.
A "Moment of Misery" arises when you:
- Say "No" without offering alternatives
- Quote rigid policies
- Fail to follow up or follow through
- Make customers repeat their story unnecessarily
- Handle complaints with an accusatory tone
- Avoid taking responsibility for problems
- Fail to apologize
- Tell customers they're wrong?"even if they are
- Interrupt customers
You only get one "Moment of Truth" with customers. What will yours be?
You can find the original non-AI version of this article here: The Moment of Truth.
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