 Moments of Truth |
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A “Moment of Truth” (MOT) is any event where your Customer comes into contact with the organization and gets an impression and experiences your level of Service quality. A positive MOT with a Customer takes you closer to the promised land of satisfied, loyal Customers and repeat business. A negative MOT creates dissatisfied Customers who look elsewhere to get their needs met — and may share their negative impression with others, trying to influence them away from your firm.
“At SAS, we used to think of ourselves as the sum total of our aircraft, our maintenance bases, our offices, and our administrative procedures. But if you ask our Customers about SAS, they won't tell you about our planes or our offices or the way we finance our capital investments. Instead, they’ll talk about their experiences with the people at SAS. “SAS is not a collection of material assets, but the quality of the contact between an individual Customer and the SAS employee who serves the Customer directly (or, as we refer to them, our ‘front line’)… After all, the first 15-second encounter between a passenger and the frontline people sets the tone of the entire company in the mind of the Customer. In today’s world, the point of departure must be the Customer — not the production tools or technology…” ~ Jan Carlzon
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Our purpose is to help small businesses, institutions and agencies deliver remarkable Customer Service which results in improved profit, Customer satisfaction and loyalty. |
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PO Box 617468 • Orlando, FL 32861 • 407-668-6466
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