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Rain Concert 
So you're asking what the heck are MOTs? They are some of the most pivotal interactions that you will encounter daily, hourly, and less that will define your business success. MOTs are Moments of Truth. Leading to the next question........what are Moments of Truth?
Moments of Truth occur any time the customer comes into contact with your business, whether you meant or wanted them to or not, and uses that contact to judge whether they will start or continue business with you.
Let me illustrate with the following example: Think back to the last time you went to a new restaurant, and ask yourself these questions... Why did you choose that restaurant? What did you think when you drove up (were their cars in the parking lot, and if so, what type)? What did it smell like? How long was the line? What was the hostess or host like? How was your service? How was the food? Will you go back???!!!
You see there are so many things, often subtle, and many more I didn't mention (web site, reputation, take reservations, name sounds strange) that a customer is going to use to decide to do business with you. There are some you can't even control (like if a customer has a food allergy to your food).
There are three crucial concepts to MOTs:
First, think outside the box. Search for Moments of Truth that go beyond just product, service and price. What do your uniforms look like? How easy is your website to find and use? How many prompts do you have on your phone system?
Second, ask your customers! Don't rely on your own judgement as to whether something is a Moment of Truth or not. Ask the customer: Why did you choose us? If a customer leaves, it is vital to try and find out why they left.
Third, control the Moments of Truth that are in your control, and forget the rest. Remember, it's the customer's judgement... and sometimes they make decisions based on criteria you don't control.
Finally, understand the fact that a HUGE Moment of Truth is how your employees treat each other. If your internal environment is negative, and/or your support staff is demeaning, it will be extremely difficult-- if not impossible-- for your interaction with the customer to be positive.
Moments of Truth: a two edged sword. Making them as positive as possible will increase your business in ways you did not think possible!
Doug Huggins "Coach Huggins" is a Customer Service Coach who has partnered with Enterprise Solutions International. His Profile information will be available soon. In the mean time feel free to contact us directly and we will forward his information.
