11 Moments of Truth
11 Moments of Truth
by: Sandra Schrift
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.
©2004 by Sandra Schrift. All rights reserved
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