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Moments of truth are the times
when you interact with your customers. These are opportunities
for you to make an excellent impression, forge a bond of trust
and respect, and build an ongoing, mutually rewarding relationship.
These interactions occur all the
time and create an impression of what your business is all about.
For example:
- Is the outside of your
establishment clean, neat and inviting...sidewalks swept of
leaves or snow, no ice patches, clean windows and doors?
- In
the reception area or store, is the floor clean of muddy footprints
and slush? Is the bathroom clean, tidy and well-stocked AT ALL
TIMES? Is it easy to move about (no boxes of merchandise or
office equipment in the way)?
- When people arrive
at your establishment, whether clients, coworkers or delivery
people, is someone there to greet them with a smile and warm
hello?
- When
someone calls, is the phone answered within one or two rings?
Is the one answering always pleasant and helpful? Do questions
get answered immediately, or are arrangements made to call the
person back within a specified time period to provide the answers?
- Are
any promotional pieces fresh and tidy and within easy access
of the customer?
- Is
it easy to find contact information for your organization in
the phonebook or online?
Probably, as you read through
these examples, you can think of other moments of truth specific
to your business. Remember, these are critical interactions that
form lasting good or bad impressions, and can mean repeat business
or bad word-of-mouth.
Each person in the organization
has the opportunity to use moments of truth as customer building
experiences. Help all your people represent your organization
in the best light possible.
Fax to Email
We are switching
our newsletter delivery system from fax and email to just email.
The first issue this will affect is January 2006. If you would
like to receive Knight Views in your inbox every month, please
let us know your email address. Send an email to
,
phone 800-303-2315 or 306-586-2315, or fax the information to
306-721-6602.
Thank you
for your interest in Knight Views.
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Quote
of the Month
"To give real service you must add something
which cannot be bought or measured with money, and that is sincerity
and integrity. "
Douglas
Adams
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read back issues of Knight Views, go to the archives.
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