Courtesy of Altenergy.com
Managing the Moments of Truth in your business is the key to
success or failure, whether you believe it or not!
Whether it is the Supply house with a pothole bigger than a truck, or a daycare with no one shoveling the ice and snow in a storm, or the promise of a delivery date they all are critical issues that can and do affect the growth and reputation of your company.
When you have sales reps trained to make certain promises and then they are treated as best guesses afterward, you are telling your customers this is what kind of service you can expect from us in the future. These are critical Moments of Truth that are not being managed.
Customers expectations of future service are a huge part of the decisison of where to spend money and make purchases. People demand and need reliability to exist in todays world of instant technology. We live in a time where communications are instant and the management starts wheels rolling the instant they recieve a promise of delivery.
We live in a Just in Time world not only of manufacturing goods but of food thru drive up windows, pharmacy’s with the same technology and with service providers who are buying goods from you and then putting their own reputation on the line based on your committments.
There is an old saying that ” Because of a shoe a horse was lost, because of a horse a man was lost, because of a man the message was lost, because of the message the battle was lost , and finally because of the battle the War was lost!
Business these days is War and the there are take no prisoners competitors out there trying every way they can to steal your opportunity. Millions of dollars of business can be lost over a two day delay!
It is critical that managers and owners are smart enough to put themselves in the shoes of the customer. To take the time to think about what they are doing based on your promises.
How about a ten minute oil change that turns into one hour and makes someone late for work. They lose their job and the family suffers. The same can go for a hair cut, doctors appointments seem to be chronically late and overextended. These all affect peoples lives and if you want to rise to the top you had better be on top of the cause and effect of your marketing promises and production delivery based on them.
