KickStart: “Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression with a Moment of Truth.” Jan Carlzon, Moments of Truth (1985)
Way back in the 1980’s this “Moment of Truth”(MOT) concept transformed my life! (Thanks, Jan!) Click HERE to review why MOT’s are so very important in our Home Services industry.
Of course, it’s easy to say: “Great idea, Steve!”👍 And then go back to putting out fires and/or planning your next trip to Disney World!😲 Instead, I urge you to…