The term moments of truth was coined by Jan Carlzon, former head of Scandinavian Airlines System (SAS). He defined moments of truth as, “anytime a customer comes into contact with any aspect of a business, however remote, as an opportunity to form an impression.” So, the question is how are you responding in these moments? Your reaction can lead to either a positive or negative moment of truth – which would you prefer?
Positive of course, right? However we do not always take advantage of every opportunity that is given to us. A lack of awareness that a moment of truth has presented itself or not understanding how these moments impact our company as well as our personal careers can result in negative moments of truth. Each person within a company, regardless of their position, should understand what moments of truth are and appreciate that their response to a given moment can impact the way that they and the company are perceived.
Finding the balance between what you do and how you do it is paramount to your moments of truth being positive ones. What you do is the service you provide or product that you sell. As important is how you do it – in other words the emotional quotient. Consider how you communicate. Do you speak loudly? Do you come across as enthusiastic, tired, unfriendly, bothered? Being aware of how communication skills, body language, and overall appearance impact a customer’s view of your ability to get the job done can help you leave good impressions and have moments of truth that elevate you. Honing in on different personalities and adjusting your approach to create the most positive impression of you and the company you represent can greatly influence a customer’s overall level of satisfaction.
This principle also applies to interactions with your colleagues. They may know that you are highly proficient at what you do, but how you do your job influences their overall feeling about you. We want our colleagues to see us as trustworthy, professional, and promotable – the “go-to” person for handling any task. Part of developing your signature presence at work is understanding the message you are sending professionally, physically and emotionally. The balance of knowing your business and having self-awareness can positively impact the effectiveness of your message and moment of truth.
All moments of truth, both minor and major, supplemented by the product or service that you and your organization provide amount to your customers overall satisfaction. Managing these moments and seizing each as an opportunity to present how good you and your organization are can help you to grow and bring both you and your company to the next level.
This article was written by Betsy Day. To get more great advice from Women's Toolbox Media Diva Betsy Day, visit her website at:http://signature-presence-at-work.com