![]() She was looking for some note cards but didn't find anything she liked. My wife, Sally, got this one at the bookstore last night. On the other hand, you might get a "C" or even an "F" if you don't seize the moment. The answer, of course, is "I'm fine."īut what happens when the customer goes off script and says something unexpected? You can earn an "A" for service if you are recognize these moments of truth and are ready for a little improv. "How are you today?" asks the customer service rep. They've become perfunctory and the responses they illicit from customers almost seem scripted. There are certain stock phrases used so often in customer service situations that they've almost lost all meaning. This means actively discovering and resolving problems before the experience is done. ![]() A service failure will automatically become the peak experience if you can’t quickly resolve it.įinally, try to end every experience on a good note. Next, get obsessive about preventing service failures. Are there opportunities to make it better? Easier? More welcoming? There are a few things you can do to identify and win these critical moments of truth.įirst, experience your company’s first impression through your customers’ eyes. An unresolved problem can fester and grow the more the customer thinks about it. If the lasting impression was favorable, all of those activities can reinforce the customer’s positive impression. Decide whether or not they’re likely to return.It’s the experience that ties everything together and brings the experience to a close.Ĭonsider what customers do after a service experience: ![]() It’s not just the last step in the customer’s journey. Think of it as the final chapter in a book. The last impression may also be the one that lasts the longest. Overcorrecting the problem would be finding a way to ensure you and your friend have a great dining experience, not just fixing the steak. Does that really fix things? Your dinner companion either has to eat their meal while you wait for yours or let their food get cold. If you go out to eat with a friend and your steak isn't prepared properly, most restaurants will bring you a new one. Too often, the focus is on returning customers to normal. One of my favorite examples is this story where Morton’s Steakhouse surprised a customer at the Newark airport with a steak after the customer had jokingly tweeted to Morton’s that he was craving one.īut, what about service failures? Unless you overcorrect the problem, the service failure itself will be the peak experience. It’s easy to win this Moment of Truth when we are presented with a hero opportunity. And, it’s the point in the experience that represents the biggest difference that we remember. We only notice service that’s different than what we expect. It might be the very best thing that happened or the very worst.Īs I wrote in an article on the blog, we don’t notice good service. This Moment of Truth is the part of the experience that represents the greatest difference from the norm. These solutions aren't always possible, but top companies are always pushing to create a better customer experience.
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