Moments of truth are all those times when customers experience and evaluate your service. Work hard, do a good job, and customers will come back for more.
Moments of impact are those rare moments when someone goes way above the call of duty, stretches the envelope far beyond the stamp, innovates and takes action in unexpected ways that are valued, appreciated…and remembered.
A client at a seminar handed me this note: 'Last night, 10 minutes before departure at the airport, I found my car and house keys still with me, which means my wife would have been locked out of the house. I passed them to the Singapore Airlines in-flight supervisor and they managed to get the keys to her within the hour!'
This is a great moment of impact. If the airline was only in the business of flying passengers from city to city, they would miss the opportunity to impact this customer for life.
A client of Citibank was delayed for four hours overseas. He called the local Citiphone office at 2:00 am and asked them to call his wife six hours later…by which time she would be awake, but he would be 37,000 feet up in the air. The bankers made the call, and made the impact.
Key Learning Point
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Moments of impact do more than just surprise your customers: they deepen the relationship, extend goodwill, increase tolerance of any future problems and build loyalty far into the future.
Action Steps
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The next time your customer needs assistance that's outside your normal course of work, make the decision, make the effort – make the impact
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling "UP Your Service!" and founder of "UP Your Service College". Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron live or listen to him at http://www.RonKaufman.com. |
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