I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. Carlzon used the example of a coffee-stained tray table. How does that affect the customer’s opinion of the rest of the plane? What if the landing gear is as poorly maintained as the tray tables?
Okay, maybe that seems a little farfetched. Or, does it?
I was reminded of the tray table anecdote on a recent flight to Mexico. My flight attendant told me that earlier in the week, the same flight had been delayed more than two hours. Why?
