The answer is simple: it is the person I am dealing with “AT THAT MOMENT.” In those fleeting seconds, one individual assumes the mantle of the entire enterprise. Their words, demeanor, and empathy become the face of the company. The warmth of their greeting or the efficiency of their problem-solving reverberates far beyond the immediate conversation.

I call it “The Moment of Truth.” In some cases, there are multiple such moments during a transaction. These instances provide several opportunities to either impress or disappoint the customer. Let me share an example: