Moments of Truth

Our lives a defined by slight changes in direction as we experience defining-moments in time where either we or the environment in which we exist shift us through impactful decisions. These are our Moments of Truth.

For every decision we make, both good, bad or ugly, there are consequences, with good, bad or ugly consequences. We arrive at a point of decision; we weigh up the available information, we evaluate the choices and then we decide and act. We must then learn to live with the consequences of that decision.

But too often we are too fast to not pause long enough to decide wisely, and secondly, then to blame everyone else but ourselves for the situation that we find ourselves in. That is just low emotional adulthood. But we all do it. Growing up and adulting is difficult for most.

But a brand that is offering and promising defining moments of truth through experiential hospitality needs to be aware of the influence on the lives of their guests, so that blame can only be positive: one of pleasure and intrigue, moments that will linger in our souls for all of time.

Moments of Truth are defined through service excellence, well-trained staff and both architecture and design that wows the senses. This is not reserved exclusively for the big 7-star establishments, it is, and should be implemented in all levels of customer service, from the local coffee shop to the north-shore Hawaii resorts and everyone in between.

Over the next few months, I am going to unpack Experiential Hospitality in a series of articles and reports to help us all put that little sparkle into the lives of our customers.

Get ready to sparkle.