Twelve Tips to Make ‘Moments of Truth” Count

Peoples impressions are a result of accumulated experiences or moments of truth that the world has with your organization over time. Everything you (and those you manage) do sends a message, impacts your brand image, and is PR for better or worse. These moments of truth include things like how you

Handle the recruitment and hiring process, including unsolicited resumes and employment inquiries
Welcome new staff into your organization
Ramp-up, manage, and treat subcontractors
Treat vendors, suppliers, someone elses support staff and any receptionist or answering service
Use voicemail and email what you actually say and write
Respond (or dont) to voice or e-messages
Manage client expectations about what you can do and when you can deliver
Communicate bad news, handle conflict, or hold your ground on an unpopular policy
Ask for what you need from a client, employee or vendor
Take ownership for your role in a conflict, problem or mistake

This gets especially tricky when youre managing others. Whether its staff, vendors, subcontractors, your boss or peersits one thing to manage your own behavior, quite...