Culture & Love · Chassis · Moments of Truth / Wow! Service
Every interaction is a moment of truth
Customers judge the whole company by the person in front of them. Wow service is not a department. It is a standard for every moment of truth.
One careless moment undoes a year of marketing.
ChassisGMOwner
Tactics by seat
Every manager (Chassis)
- List the five moments of truth in your department. Script the standard for each. Train it.
General Manager
- Mystery-shop your own company. Fix what you would not want your name on.
Owner
- Celebrate specific Wow moments in public. What gets celebrated gets repeated.