The term moments of truth was coined by Jan Carlzon, former head of Scandinavian Airlines System (SAS). He defined moments of truth as, “anytime a customer comes into contact with any aspect of a business, however remote, as an opportunity to form an impression.” So, the question is how are you responding in these moments? Your reaction can lead to either a positive or negative moment of truth – which would you prefer?
Positive of course, right? However we do not always take advantage of every opportunity that is given to us. A lack of awareness that a moment of truth has presented itself or not understanding how these moments impact our company as well as our personal careers can result in negative moments of truth. Each person within a company, regardless of their position, should understand what moments of truth are and appreciate that their response to a given moment can impact the way that they and the company are perceived.