![]() For that 4-5 months of cost estimating - each & every 'transaction' - both on paper & interpersonally between team members & with the Independent Estimator - will be scrutinised & recorded.Īnd at the end of the process - these 'moments' will form the 'cycle of service' that the client observes, reflects & bases their decision upon. In the Civil Infrastructure Industry - the competitive alliance TOC development process is akin to the Obama visit. From the attitude of the housekeepers to the quality of the coffee to the efficiency of the room service deliveries - every single 'moment' will form an indelible impression in the clients mind. So the Marriott needs to focus not only on the quality of the decor- but most importantly- on the hearts & minds of the staff on duty to ensure that the 'cycle of service' is seamless. If the most powerful form of advertising has been & always will be - 'word of mouth' - doesn't it make sense to focus your teams' attention on those key 'moments of truth'. In my experience - it is those organisations that understand & focus upon this simple concept that have the greatest success. A culmination of these 'moments of truth' is known as the 'cycle of service' & it is our responsibility to ensure each of these interactions are of the same consistently high & seamless quality. ![]() He stated that every single time a customer ( either internal or external) has contact with an employee - that 30 sec, 3 min, or 3 hour interaction is that customers 'moment of truth' & it is upon that single interaction that the customer will base their opinion about the airline. The message was simple yet obviously effective. To achieve this - he put all employees through an intensive training program titled 'Moments of Truth”. Jan Carlzon of Scandinavian Airlines fame took the airline to one of the worst performing in the global aviation marketplace to Number One in the space of two years. If the only real competitive advantage we have (those who still believe it's all about price perhaps need to have more 'honest’ client conversations to 'shift' this prehistoric paradigm) is our personnel - then what sort of time & money are we investing in this resource to ensure they are kept on their toes & not lost to a more attractive competitor offering? ![]() How often does it take an external event to cause us & our Companies to pause & reflect on the need for an 'upgrade'? In the Courier Mail today we see that the visit of Barack Obama is causing the Brisbane Marriott Hotel to have a few 'upgrades' in terms of security & furnishings. ![]()
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