Moments That Matter
Many years ago I was a first year apprentice in the task of pressure washing a set of condensing coils on the roof of a grocery store on Capitol Hill in Seattle, an elegant district of the city. It was a day of 90 degrees in late August. To make matters worse, was around 4:30 pm Friday. I was wet, dirty, tired and I was anxious to get home, knowing that there were at least another hour to complete. An elderly gentleman in overalls and a straw hat and worn old approached me as I descended the stairs. “Watcha doin’, son?” He asked curiously. At that time, would have been easy to dismiss their research and say something rude or crude. After all, I was tired.
However, I decided to smile and explain how and why I was doing what he was doing. His body language told me he appreciated my gesture. Then he said: “AESO is great, I’m glad you’re doing this. It’s important. You see, my son goes to the store to me. In fact, I own the entire block. Keep up the good work! “On the way home, I thought,” You never know! “Did not look like a millionaire. It was a moment that mattered from a business perspective. A customer service moment of truth as Jan Carlzon is defined by the hundreds of daily interactions that occur when we come in contact with our customers. Carlzon gained international recognition through the transformation of the national airline of Sweden in a successful operation profitable.
Comments