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Other Added - The Moment of Truth
In the previous topic I suggested that six to eight appointments is likely enough for a week. This is true if you are meeting your clients face-to-face. Sometimes this is not possible and your meetings may be scheduled over the phone. I still like face-to-face meetings but if my client is in another city across the continent, then I am willing to work by telephone. When you schedule your meetings, you should look at only six face-to-face as the maximum and use telecommunications fo
Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. "
Me, the "paying" customer:"Why do you need a 24 hour notice fo
When engaged in medical billing, oxygen claims are so complicated and require so much information, especially when using electronic means and NSF 3.01 specifications, that three records types are needed to be able to transmit all the information that is required to bill these claims. These records are the GX0 record, GX1 record and GX2 record. The GX0 record is the main record containing the meat of the oxygen information. The GX1 record is used to transmit extra narrative infor
A Moment of Mediocrity is what most often occurs in business to customer interactions and this is where the customer's expectations were met - and those may even be low expectations. Customers who experience a Moment of Mediocrity, feel "satisfied" but will not reward the company with loyalty. These customers are only your customers because they haven't found a better experience.
A Moment of Misery is created each time you fail to meet the customer's expectations. Often, Moments of Misery result in damaging and highly persuasive negative word-of-mouth advertising and customer defection.
A Moment of WOW is created when you exceed the customer's expectations. Service must be truly outstanding and service providers have to go "Beyond WOW" to create the Moment of WOW. Moments of WOW create a profitable base of loyal customers, which results in growth, increased profits, and lasting value. (For hundreds of ideas on how to create Moments of WOW, pick up my brand new book, Beyond WOW by going to Beyond WOW.) Two years ago I stayed in a luxury hotel in Miami with a corner ocean view room. I paid $179 for a one-night stay and my expectations for service were high. I experienced a myriad of problems during my short stay and one situation stands out. The morning of my departure I called the Concierge to arrange transportation to the airport. Here's a summary of this Moment of Truth:
Me, the Customer: "I need to be at Miami International Airport by 5:00 pm for a 6:00pm flight. Can you arrange transportation with Super Shuttle for me? " Simple request - or so I thought.
Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. "
Me, the "paying" customer:"Why do you need a 24 hour notice for
Create & Maintain an Appropriate Culture Culture is important in any organization but to have the appropriate attitude of honesty and high ethical standards is important to prevent fraud. Management must demonstrate this model by providing a tone at the top emphasis on this culture. After setting the tone, management must follow up on this commitment by hiring the right people for the job and ensuring that their hiring policies are effective at eliminating
A Moment of Misery is created each time you fail to meet the customer's expectations. Often, Moments of Misery result in damaging and highly persuasive negative word-of-mouth advertising and customer defection.
A Moment of WOW is created when you exceed the customer's expectations. Service must be truly outstanding and service providers have to go "Beyond WOW" to create the Moment of WOW. Moments of WOW create a profitable base of loyal customers, which results in growth, increased profits, and lasting value. (For hundreds of ideas on how to create Moments of WOW, pick up my brand new book, Beyond WOW by going to Beyond WOW.) Two years ago I stayed in a luxury hotel in Miami with a corner ocean view room. I paid $179 for a one-night stay and my expectations for service were high. I experienced a myriad of problems during my short stay and one situation stands out. The morning of my departure I called the Concierge to arrange transportation to the airport. Here's a summary of this Moment of Truth:
Me, the Customer: "I need to be at Miami International Airport by 5:00 pm for a 6:00pm flight. Can you arrange transportation with Super Shuttle for me? " Simple request - or so I thought.
Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. "
Me, the "paying" customer:"Why do you need a 24 hour notice fo
Why do 80% of Americans hate their jobs? It is a question that is asked by employers quite often and is answered by the American worker every minute of every hour of every day. There are several reasons that quickly come to mind - we have to work too many hours per day, too many days per week, the pay stinks, the people that we work with are incompetent - just to name a few.Does any one remember the theory (back in the 50s and 60s, I think), that stated that if the current
A Moment of WOW is created when you exceed the customer's expectations. Service must be truly outstanding and service providers have to go "Beyond WOW" to create the Moment of WOW. Moments of WOW create a profitable base of loyal customers, which results in growth, increased profits, and lasting value. (For hundreds of ideas on how to create Moments of WOW, pick up my brand new book, Beyond WOW by going to Beyond WOW.) Two years ago I stayed in a luxury hotel in Miami with a corner ocean view room. I paid $179 for a one-night stay and my expectations for service were high. I experienced a myriad of problems during my short stay and one situation stands out. The morning of my departure I called the Concierge to arrange transportation to the airport. Here's a summary of this Moment of Truth:
Me, the Customer: "I need to be at Miami International Airport by 5:00 pm for a 6:00pm flight. Can you arrange transportation with Super Shuttle for me? " Simple request - or so I thought.
Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. "
Me, the "paying" customer:"Why do you need a 24 hour notice fo
I was rushing through the white-tented terminal building at Denver International Airport when my attention was diverted – as if often is -- by a storefront massage business. Checking my wristwatch, I calculated I had just enough time for a 20-minute chair massage.I settled onto the light gray vinyl chair and placed my face inside the cushioned headrest. The massage therapist introduced himself. "I'm Lee," he said. "But you can call me Sawbones."He must have seen the c
Me, the Customer: "I need to be at Miami International Airport by 5:00 pm for a 6:00pm flight. Can you arrange transportation with Super Shuttle for me? " Simple request - or so I thought.
Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. "
Me, the "paying" customer:"Why do you need a 24 hour notice fo
You will soon graduate and begin your professional career. Naturally, you want to experience career success and fulfillment. What follows are ten steps which will help you get your career off to a great start. These strategies and principles will also help you to be successful throughout your career and to make a significant contribution.1. Know your talents and skills.You will be most effective in a career which uses your best and most enjoyable abilities. How ca
Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. "
Me, the "paying" customer:"Why do you need a 24 hour notice for a routine ride to the airport?
Concierge: "It's our procedure. You can take a taxi or I can arrange a car. Those are your choices."
Me, the customer/ the reason you have a job: "Okay, can you just veer away from "procedure" and see if the shuttle can pick me up eight hours from right now?"
Concierge: "I can give you the number and you can call."
I called Super Shuttle and the representative said, "Sure, the royal blue van will meet you out front at exactly 4:30." See how easy that was? Why couldn't the Concierge just pick up the phone and check?
Here's what the Concierge should have said upon my request for a shuttle: "Ms. Golden, typically Super Shuttle requires a 24 hour advance notice, but I'll see what I can do. If I cannot arrange transportation with the shuttle, we can get you to the airport by taxi or private car. Let me check on that and I'll call you right back." This response would have made the Moment of Truth a Moment of Mediocrity and perhaps I would have considered another stay at the hotel. But my moment was Misery and not only will I not return, but like every customer, I'll spread negative word-of- mouth advertising.
A Moment of Misery is created every time you:
*Tell a customer "No" without first telling them what you can do
*Quote policy
*Fail to follow-up/follow through
*Make the customer tell and retell their story with unnecessary transfers
*Respond to complaints with an accusatory or interrogatory style
*Refuse to take responsibility for problems
*Fail to apologize to customers
*Tell a customer they are wrong - even when they are wrong
*Cut a customer off
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