The Moment of Magic™ concept is a theme that runs throughout most of my speaking programs. It doesn’t matter what aspect of business you are in – management, front-line, sales, customer service, finance – this concept applies to everyone in any position of any business. Moments of Magic™ came about as result of a very […]
The Moment of Magic™ concept is a theme that runs throughout most of my speaking programs. It doesn’t matter what aspect of business you are in – management, front-line, sales, customer service, finance – this concept applies to everyone in any position of any business.
Moments of Magic™ came about as result of a very sound concept called the Moment of Truth.
In 1986 Jan Carlzon, the former president of Scandinavian Airlines wrote a book, Moments of Truth. In his book, Carlzon defines the moment of truth in business as this:
“Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”
Let’s take this just a step further and say that the contact you have doesn’t have to be with a customer. It could be anyone; your boss, a fellow employee, etc.
This may sound like common sense to most of us, and it is. But, while most of us understand and agree with the concept, we get distracted by other things that prevent us from managing all of our contacts well. We get busy. We have paperwork. The phone keeps ringing. The excuses go on and on.
So, the good Moments of Truth I call Moments of Magic™. The bad ones I call Moments of Misery™. Not every Moment of Truth can be super positive – a Moment of Magic™. Some are just going to be okay or ordinary. But, do what you can to push them toward positive. At a minimum, make them a little better than just okay. Of course, avoid problems and complaints – anything negative (a Moment of Misery™).
Managing your Moments of Truth is simply managing every contact you have. Making them Moments of Magic™ not only will it enhance your customer relations, but also your career.
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA