In every customer relationship, there is the moment of truth – the moment when something goes wrong.
It’s in that moment, when your promise has been broken, that your customer experiences the real nature of your business. What your company truly values is exposed.
When a business is young, every customer relationship is precious. Promises made to customers reflect a personal commitment and depth of caring that adds value to an offering and cultivates a customer’s trust.
As the business grows, so does its awareness of risk. There’s more to lose. Policies are created to protect what has been earned. Policies generate procedures, which then require a bureaucracy to manage them. In time, to justify its value, the bureaucracy defends itself – often during moments of truth. What prevails in your moments of truth? Is it your promised care for a customer expressed in your company’s values, or the policy that claims to make things right but is actually intended to protect your company? Which approach enables you and the customer to move forward? In moments of truth, how well your business demonstrates care and commitment is what makes the difference. It’s your people who reveal how much you care – people with the authority and resources to do so.
What is your approach during your moments of truth?
How does your business balance care with risk during such moments?