Moments of Truth…

In the hospitality world, I like to train my teams on “moments of truth.” A moment of truth is simply that whenever a guest comes into contact with a person or product in your company or organization, they keep a running scorecard. It is how your team handles and executes the Moments of Truth that separate you from your competitors. The Moments of Truth are all the individual touch points that your guest or client experiences. Evert single interaction is an opportunity to exceed the guest’s expectation. Studies have shown that it takes 10 positive Moments of Truth to make up for one negative Moment of Truth.


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