Moments of truth in a hotel, for example, will undoubtedly include (but not be limited to) booking the room, check-in, check-out, dinner reservations, dinner ordering, dinner presentation, eating (quality and quantity of food) and laundry receipt.

Articles on ‘the moment of truth’ are usually written from the viewpoint of the recipient of the service. In the hospitality industry, a moment of truth is therefore ‘when an interaction occurs between a guest/customer and the service provider that can leave a lasting positive or negative impression on the one served.’

In the hospitality world, I like to train my teams on “moments of truth.” A moment of truth is simply that whenever a guest comes into contact with a person or product in your company or organization, they keep a running scorecard. It is how your team handles and executes the Moments of Truth that separate you from your competitors.