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“We have 50,000 moments of truth every day.”
—Jan Carlzon, CEO, Scandinavian Airways (SAS), 1989
I am watching icebergs float by as we navigate Alaska’s Tracy Arm Fjord, at the end of which lies the spectacular Sawyer Glacier. The wonders outside, however, are equaled by those onboard the ship.
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Cruising aboard the Holland America Line’s MS Oosterdam (rhymes with “toaster-dam”), I have for some days now watched the execution of service with smiling eyes and occasionally with jaw-dropping astonishment. This kind of service does not happen by accident; it is the result of inspired engineering, empowered employees, and managers that sweat the details. And the crew’s methodology is applicable to all industries.
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El Momiento de la Verdad
Curiously enough, Wikipedia provides for many references on Carlzon's "The Moments of Truth", concerning the relationships between service providers and their customers. But it scarcely tackles the "service" that a toreador will provide to his "customer", that is, the wounded-to-death bull: will he humanly put the animal to death, ending its sufferings, or will he leave it in the slaughterers' hands? Will have the toreador the courage to? That's the real moment of truth, when the sun starts to set down.
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