Sandra Schrift

11 Moments of Truth

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TITLE: 11 Moments of Truth
AUTHOR: Sandra Schrift
CONTACT: sandra@schrift.com
COPYRIGHT: ©2004 by Sandra Schrift. All rights reserved
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11 Moments of Truth
(Adapted from the Scandinavian Airways System)

These moments come when a customer or client…

1. Hears someone else praise you or your work.

2. Likes your physical presentation (appearance, voice, and
smile).

3. Is touched intellectually and emotionally by what you
say.

4. Recognizes you as a model of who or what the person
would like to become.

5. Hears that you care.

6. Thinks he/she will be challenged and get what he/she
needs from you.

7. Knows that your fee is above their budget and feels
you’re worth it.

8. Experiences that you are consistently excellent
technically.

9. Is sure that his/her success and well-being are your
priority.

10. Is able to reach you effortlessly.

11. Can count on you to treat his/her organization with
unique needs.

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