Three Moments of Truth That Are Easily Achieved

There are moments of truth in customer and prospect relationships where we either live up to expectations or we don't, where we can demonstrate our commitment and respect to customers and prospects or not. Here are three commonplace moments of truth that anyone can get right simply and easily.

1. "I Don't Know" - most of us live in a world where instant gratification is the rule. This causes many angst about not having an answer for someone, especially a customer. But simply saying "I don't know" provides a great opportunity to demonstrate commitment to your customers. When "I don't know" is followed with "let me find out and I'll get back to you in two hours" and then the follow-up is made - even if the answer is still not available - the customer feels cared for and respected. As a customer once said to me when I apologetically called back to let him know that I still didn't have an answer "hey, you called. Most don't."
2. "Empathy" - we've all had experiences where we were made to feel that our problem with software, hardware, cable TV, the toaster, you name it, was our fault. You contact customer support, you're frustrated and the support person automatically assumes the problem is user error. This an opportunity to demonstrate our commitment and respect. Again, it's so simple that it amazes me whenever it doesn't happen. All it takes is "I'm so sorry to hear that you're having that problem. Let's see what I can do to get it fixed." Demonstrate empathy and compassion and then get into the exploration of the problem. Simple to do and it results in another moment of truth that works out in your favor.
3. "Be Proactive" - No one likes negative surprises. Whenever a customer or prospect can be alerted to a challenge prior to them experiencing it, it takes at least some of the sting out of it. A missed software release, a canceled flight, an out of stock item, a missed shipping date - whatever it is, you can take the edge off the disappointment by informing the customer or prospect of the issue, explain what's happened and what you're going to do about it, and, if appropriate, explain how you're going to compensate the disappointed party as a result of the challenge. Be proactive and you can turn a negative into less of a negative and maybe even into a positive moment of truth.

Does your culture support this type of commitment? Do you train your people to think and act this way? If not, look for low lying moment of truth opportunities that don't require much more than company resolve and demonstrate your commitment and respect to your customers and prospects.

Author's Note: Apologies for no blog posting in two weeks. I'm in Mauritius on business, helping to facilitate a corporate team building program. Mauritius is a delightful island nation committed to growth and prosperity and acting accordingly when it comes to dealing with the tourism industry. I've rarely experienced an entire culture so dedicated to their guests' satisfaction.