Moments of truth

When we think of a moment of truth we instinctively think of a pivotal moment. An event that makes a huge impact in our lives. We turn over the moment in our head, replay it in our minds, we analyze what happened and ask what might I have done differently?

But I believe that most big moments of truth have a build up to them. There is a pattern of small moments. These smaller moments set up the “big” moment of truth that became so impactful. And when we look at these moments the best thing is it possible to understand how we can improve on them. Especially when compared to the bigger moments.

When we look at our day there are repeatable key moments that we can focus on and make a difference. Of course we do not always look at what the repeatable, smaller moments of truth that we can focus on and impact.

You may see it as the first time you say hello to a team member, or first customers in the door, or any other of 1,000 possible moments of truth. And the more we take care that these are done well the more likely that the bigger breaks go our way also. The little stuff takes care of the big stuff.

So ask yourself about your moments of truth that you face every day. Have you thought about how you should ideally respond each day? Have you thought of the way you would like it to happen? Do you practice it? Do you notice it each day to try and improve over time so that it gets closer to your ideal? And if these are the building blocks of our bigger moments than isn’t the obvious question…shouldn’t we all answer these questions with a yes every day?