But they will never forget how you made them feel.”
– Maya Angelou, American Poet
“They really dropped the ball…”
– Anonymous patient
In hospitality, the points of engagement between guests and employees are commonly referred to as “Moments of Truth.” During these encounters service providers meet, exceed, or fail to achieve guests’ expectations. It is also when providers have an opportunity to inform guests about the quality of the service they are receiving.
We begin this chapter by introducing Moments of Truth and how the concept has evolved over time. We then discuss the strategies and tactics hospitality service providers use to ensure positive Moments of Truth. We also provide examples of how some healthcare service providers have done the same.
Throughout this chapter we share relevant data from our GAP survey to illustrate opportunities for healthcare service providers to ensure Moments of Truth translate into positive experiences for patients. We also show how the different frameworks discussed in previous chapters yield positive Moments of Truth.
