Moment of truth introduction in a company

Dear Team,

We would like to introduce MOMENT OF TRUTH in the organization, and they have asked the HR Department to work on it. Requesting you all to share your ideas, format, and procedures to implement.

Thank you all for the support in advance.

Regards,
Vidya

I recently visited a retail electronic shop that is an established name in the retail sector to buy an LED SMART TV of a reputable brand. The moment I entered the shop (a very big hall), I saw half a dozen sales personnel running towards me and surrounding me, much like ants attracted to a sugar cube, bombarding me with inquiries about what I wanted to buy and my budget, etc. I was impressed by the attention they lavished on me and was led to the display wall with LED TVs, with the group following closely. I specified the brand I wanted to buy. When I inquired about the price they quoted, I found it to be too high after researching comparative prices of the same brand at other shops. Upon expressing my intention to negotiate, the salespeople quickly deserted me, akin to ants fleeing as if they had mistaken a bitter gourd (karela) for the sugar cube.

Subsequently, I moved to a different shop where I was greeted by a well-dressed and smiling salesperson. Initially, they asked me to view all the brands, although I had already decided on a particular one. Eventually, they agreed to reduce the price to a reasonable limit and explained why they couldn't lower it further. They elaborated on the benefits of purchasing from their shop, such as their assured after-sales service, and addressed all my queries regarding technology, warranty, installation, brand reputation, etc. Their approach seemed genuine and transparent compared to the first shop, which seemed eager to make a sale by any means necessary. The salesperson at the second shop quickly gained my trust during our initial interaction.

It is your front-line staff that can either make or break the moments of truth. Therefore, be meticulous in selecting and training them, emphasizing patience with customers who are now more knowledgeable.

B. Saikumar HR & Labour Relations Adviser Navi Mumbai.

If you want to know the Moment of Truth, go and buy an electronic or other item from a store. While you are a buyer, attention will be lavished on you. After the sale is over and if you come back for some repair or replacement, then you come to know the bitter truth. Polite brush-offs begin - call the call center where you keep dialing and hear only recorded music and voices teaching you 1,2,3,4, etc. The standard of after-sales care is abysmally low. No business is exempt from this poor after-sales service, and thereby consumer courts are filled with cases of poor quality, etc.

Dear Vidya Joseph,

Beyond accepting senior's version here, could you let us know why such an implementation was sought by your management and is it applicable to all activities?

Dear Vidhya Joseph,

This will be a good initiative. 'Moment of Truth' tests one's ultimate resolve in a difficult moment. So, it tests the character of a person and reveals how resilient one can be in a piquant situation. We all undergo different experiences and come out of trying situations in public and private life. In my view, sharing such experiences will be a useful learning for everyone.

V. Raghunathan Chennai

The terms Moment of Truth, Moment of Magic, and Moment of Misery are generally used in customer service. When I say customer service, it includes internal customer service as well, where each department is an internal customer for the rest of the organization, and each individual is in internal customer service while dealing with the rest of the colleagues. If you analyze, you will know, whether directly or indirectly, one employee will be serving another employee. While providing such service, how you treat others, how you respond to the queries, needs, and expectations are encapsulated in the term Moment of Truth.

Hope I could provide some clarification on the query!