Moments of Truth in Hospitality
Some different articles that address Moments of Truth in different businesses and different sectors.
Moments of Truth are defined as the various touch points that occur between a guest and a business. In those Moments, a guest’s emotional bonding to business is either positively or negatively impacted. Ideally there are more Moments that deliver a positive than negative result. Subsequently, the guest develops a greater emotional connection to the brand.
Alas, many businesses and teams fail to understand what it is that their guests are looking for and expecting. The result is that their delivery in those Moments is left wanting. Moments of Truth have shown to be correlated to financial metrics for a business, and it failing in those Moments, there can be a noticeable long-term loss to the business.
Dentists can change someone’s character and feeling even before the checkup. It only takes a moment…………………
They can do so with a smile of their own. A smile and a few kind words to a patient arriving at the clinic or settling into the chair can make a huge difference to that guest’s well-being.
How can a company separate itself from its competitors in its customer care program? Counter intuitively, it is by not giving them customer service. Rather a business and its team must deliver HOSPITALITY.
Oshibori Towels are a ‘square of care’ from a host to a guest, indicating the former’s appreciation for the other’s visit
If we enter a business, why wouldn’t we expect to be cheerfully greeted by someone on the staff? Beyond the (business logic) of potentially losing a sale as we walk out after being unattended to, isn’t it simple social courtesy to be greeted when we visit somewhere?