All customer contacts are the moments of truth, creating a miserable moment, an ordinary moment, or a moment of WOW. At the moment of truth, you can create customers for LIFE. Alternatively, you can wake up the late and painful demise of one customer at a time at a time.
The moment of Mediocrity is the most frequent occurrence in business and customer interactions, which is a place where customer expectations are met and sometimes can not be expected. Customers who experienced an ordinary moment feel satisfied, but they do not reward their loyalty to the company. These customers are the only customers because they did not find a good experience.
Misent of Misent is created every time it can not meet customer expectations. In many cases, Misents of Misents will cause damage and lead to highly convincing negative verbal advertisements and customer deviations.
Beyond your expectations, the moment of WOW will be created. The service really has to stand out and the service provider has to go to "Beyond WOW" to make the moment of WOW. The moment of WOW creates a fruitful customer base that grows, increases profits and brings lasting value. (For hundreds of ideas on how to create WOW moments, please go to Beyond WOW for my brand new book, Beyond WOW.
Two years ago, I set up a corner ocean view room at a luxury hotel in Miami. I paid $ 179 for one night stay and my expectation for service was high. I experienced countless problems during a short stay, one situation stands out. On the morning of departure, I asked the concierge to arrange transportation to the airport. The outline of this truth moment is as follows.
Customer: "It is necessary to fly at 6 pm by 5 pm at Miami International Airport, Can I arrange for transport by Super Shuttle?" Simple request - or I thought.
Concierge: "In the morning, we have to notify you of the shuttle to the airport at least 24 hours in advance, I can not call you.You can use a taxi or arrange a car for $ 99.
I am a "paying" customer: "Why do you need a 24-hour notice for regular rides to the airport?
Concierge: "That is our procedure, you can use a taxi or arrange a car, it's your choice."
I, customer / why you have a job: "Well, just by running" procedure "can you check if the shuttle can welcome me for 8 hours from now?
Concierge: "I can tell you a number and call you.
I was called the Super Shuttle, the representative said, "The king 's blue van surely welcomes you from the front at 4: 30. See how easy it is. Why was the concierge unable to confirm by picking up the phone?
Things that the concierge said in response to the request of the shuttle: "Golden, usually a Super Shuttle needs a prior notice 24 hours ago, but I know what I can do.When I arrive at the hotel by taxi or private car, I will reply as soon as I confirm that, but my moment is miserable, not only will I not return, but spread all negative advertisements as well as all customers.
A miserable moment is created each time:
* I will tell customers "No" without first telling you what you can do
* Estimate policy
* Follow-up / Follow-through fails
* Communicate your story with unnecessary transfer to customers
* Respond to complaints in style of accusation or harassment
* Refuse responsibility for the problem
* I can not apologize to customers
Tell the customer that you are mistaken - even if you are mistaken
* Truncate customers
* Only one truth moment with a customer can be obtained. what is that?
