If you are driving from Bangalore to Chennai, the Murugan Idly Shop near Krishnagiri is the best pitstop for a lovely breakfast. Over the past few years, it has become a travel routine for me to stop here and relish some amazing Idly, Vada and steaming coffee before resuming the journey.
Yet, these amazing Idly’s are not the best thing to happen to you on the highway. It is this super clean toilet adjacent to the Idly shop that catches your attention. Nothing fancy, just very hygienic and very well maintained for a public toilet.
As I was driving away from the place, I could not but think of how important our good old ‘Moments of Truth’ are when we judge a brand. And the massive impact it has on our business. Some of these even seem trivial at times. But as I reflect over the last two decades of my career, my best recollections of experiences have been with brands which have understood and worked on getting the moments of truth right. How often we ignore basic things like:
- Communicating with respect alacrity and positivity to people we deal with
- Helping a visitor find your office and help her to get in with ease through the protocols
- Just being transparent about a product can or cannot do
- Being courteous to a visitor at office
- Responding to mails, may be sometime with a ‘no’ to a proposal but response for sure…
- Preparedness for a meeting
- Offering an appropriate refreshment
- Offering time to people for a bio-break in between a meeting
In my next blog, I would like to share a lovely experience at Oberoi, a brand which aces Moments of Truth. While I thanked the chef at Murugan Idly for the lovely breakfast, I thanked the janitor for keeping the toilet so well. He has aced it!
