Epp 29 - Do You Management Moments of Truth in Your Buisness?

This is episode 29 of Power Up your Team podcast and I want to talk about Moments of Truth and explain what they are and why they are so important. The show notes can be found online at www.powerupyourteam.com/29

 If you grow your business steadily and there are naturally some bumps in the road:

• Website traffic may be down
• You have inquiries from prospects outside your target audience.
• Top clients are leaving after one or few cycles of service
• Prospects reject your proposals
• Client satisfaction survey come back with poor results. 

Especially, when your business has grown to a point, where several people are working for you, you are not involved in every customer interaction or every decision that is being made. 

Therefore, a great way to keep an eye on the important activities is to identity all Moments of Truth for your business. 

What is a moment of truth?

Every time you or your staff interact with your clients or your clients interact with your systems! 

Examples of direct interactions are: 

Customer meetings, customer service calls or the team member who is welcoming your clients if you have a brick-and-mortar location or the assistant who is picking up the phone. 

Examples for systems interactions are:

Clients accessing a portal to pay bills, browsing or conduct business on your website. All of that needs to be designed to create a great customer experience. 

I recently had an experience where I wanted to pull down a travel receipt from one of the large online providers of travel services. That did not work. I constantly got an error message “Sorry something went wrong on our end. Try again”. Now I got on a very adventurous journey to resolve that issue. I “talked” to a chat bot who send me through various multiple-choice options. Neither one addressed my problem. I thought that at some point it would get me into a queue so I could talk to a human being. No such luck.

What’s is the reputation this company creates through that interaction?  low cost – low service. 

Is that what their management really wanted to create? What do you think?

Especially in the service industry, the customer is involved in creating the service. 

For example, an insurance agent needs information from the customer to create the policy. In most consulting engagements, the customer information and feedback is vital before and during an engagement.  In the travel example above, the customer needs to provide travel dates and lots of personal information these days to be let on the plane. 

That is different from manufactured goods – such as a new vehicle or furniture. They are manufactured and then shipped to retail stores. That’s where the interaction with the customer occurs. And, of course, the vast majority of consumer goods can be bought online.  

So here’s the point:

It doesn’t matter if your business is large or small, each touchpoint with your clients is an opportunity to make or break your reputation! 

Continue reading at www.powerupyourteam.com/29