Your next hire.
How well you train them.
How they answer the phone.
Whether they drive on the flowers or not.
The quality of the air-sealing you do.
Whether you show up when you said you would.
How well you clean up at the end of the day.
Each time any employee of the company comes into contact with a customer, there is a moment of truth. And you are, whether you intend to or not, answering the question whether your company cares about the customer and does what you say you will do.
Customer satisfaction, probably the more important element of quality from a customer’s perspective, grows from a series of choices you make, to better serve the customer, or not.
What will you choose?
I first heard “moments of truth” in How to Win Customers and Keep Them for Life by
by Michael LeBoeuf, perhaps the best book on customer service that I’ve ever read–I highly recommend it.