Let me ask you something…
What makes someone come back to you again?
It’s rarely one big thing.
More often, it’s a series of small moments.
In my work, we call these Moments of Truth—the moments where someone interacts with you or some aspect of your company and forms an impression about the quality of the service you are delivering.
A phone call.
A question.
A problem.
A follow-up.
Each one may seem small on its own.
But together?
They tell a story.
And here’s what matters most:
Not just what happens…
but how the customer feels during that moment.
Because people don’t walk away saying:
“That was efficient.”
“That process worked well.”
They walk away feeling something.
- Did I feel acknowledged?
- Did someone take ownership?
- Did the experience feel easy… or frustrating?
- Did I feel like I mattered?
- Did they care?
I see this all the time in organizations.
Leaders are working hard.
Processes are in place.
Standards are clear.
And yet… something is missing.
Not necessarily because people don’t care.
But because they’re moving too fast to be intentional in the moment.
Here’s a simple practice I often share—and it’s more powerful than it sounds:
Choose one interaction each day and ask yourself:
“How do I want this person to feel when we’re done?”
Not what you need to say.
Not what you need to fix.
But what you want them to feel.
Then act from that.
For example:
Instead of:
“I’ll transfer you.”
Try:
“Let me connect you with the right person so this gets handled quickly.”
Instead of:
“That’s not my department.”
Try:
“Let me take ownership of getting this to the right person.”
Instead of rushing through an answer…
pause just long enough to show you’re fully present.
Because that pause?
It communicates respect.
These are small shifts.
They don’t require more time.
They require more awareness.
And when those small shifts are repeated consistently, something powerful happens:
Trust builds.
Experiences improve.
Relationships strengthen.
And in the end…
That’s what loyalty really is.
Not a program.
Not a policy.
But the result of many small moments
handled with care.
So here’s a question to carry with you today:
“In this moment… am I building loyalty?”
Because chances are—
You are.
Or you’re not.
And the difference is often just one small, intentional shift.
Happy Spring!
JoAnna
PS I just created a 5-part Customer CARE workshop for a devoted client who is committed to taking great care of their customers!
If you want to know more about what I can create for your people – CALL NOW 561-866-0528 and I can tell you more about the communication, leadership, resilience and happiness programs I can deliver to your team in one hour!
Show them how much you appreciate them by offering the kinds of programs that give them skills that will make their jobs easier and lower their stress.
And rush on over to www.PositiveEnergizer.com and learn how to incorporate the science of happiness into YOUR leadership practice. I’ll “perk” you with an hour of complimentary consulting.
