_-Zero Moment Of Truth

1. Opinions form before a customer decides to shop.
2. Once in the store opinions solidify. Everytime
   something is done for a customer he or she reacts.
3. Only provide services that improve your
   customer's experience.
   _______________________________________________

	Delighted customers tell a few friends.
	Flowchart processes so staff can provide quality customer service.
	Disappointed customers tell everyone. __________________________