Service Manager only · Service · Moments of Truth / Wow! Service
Moments of truth are designed, not hoped for
The phone, the driveway, the explanation, the wait, the fix, the follow-up. Each is a moment the customer will tell a neighbor about. If those moments are not written, they will be improvised — and improvisation is how reputations get randomized.
People talk. There are more contractors than necessary.
Service
Tactics by seat
Service Manager
- Script the five service moments this month. Role-play the worst one.
- A recorded 'we'll get back to you' with no clock is not a moment. It is a leak.