Today Jody and I are looking at the moment of truth for customers. What is the moment of truth? It is that moment when your commercial comes in contact with the product. Does what your customer gets align with what you promised?
Marketing and sales teams set high expectations. As the leader, we must ask if our product can live up to the promise. Can we achieve the moment of truth for a customer with what we offer? Whether it is service, quality, or the overall experience and aesthetic, every business has to make good on what the public was sold. Walk through what you presented and make sure we are executing correctly.
Everyone has expectations. Do expectations and reality align in what we are doing? As a manager, it is our job to focus on that moment of truth. Are we meeting expectations? Even as individuals, are we living up to our personal brand and our reputation? Do you practice what you preach? Or are people colliding with expectations and reality and getting hurt in the process?
Marketing gets people in the door, but the operation delivers and makes customers want to return. Repeat business is the best business. It doesn’t cost you to keep customers, you just have to deliver on what you have promised.
Magical Vacation Planners is one company that delivers on what is promised. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode