"Moments of Truth"
Author: Peterson, H. Val
Published In: Facilities Manager
Date: January/February 1999
Focus on Management column. Moments of truth for the facilities management organization are the brief encounters with customers. How the organization responds determines how customers feel about the organization. Discusses prompt answering of phones, appearance and cleanliness of buildings and grounds, employee appearance and attitude, service promptness, restroom cleanliness, signage, and problem solving.
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