Free workbook
The Moments of Truth Calendar
Which few moments decide whether a customer stays? Put the dates when customers decide, buy, gift, worry or leave on one calendar, and prepare early instead of reacting late.
Ask yourself first
- What was your busiest week last year, and were you ready for it?
- Which date do your customers worry about most?
- When is your quietest month, and what could you build in it?
When to use it
Use it once a year to plan, and every month to look two months ahead. It is most useful before gifting seasons, sales, shipping cutoffs and the quiet months when you have time to build.
What is in the workbook
- Your calendar. Each moment with the date, what the customer needs, what you send, the prep date and the owner.
- Preparation checklist. Tasks counted back in weeks from the moment, with status.
- Action plan. The fixes that matter before the next moment.
How to use it
- List your real moments from last year's sales, support questions and supplier lead times.
- Mark each as a peak, a pressure point or a quiet moment.
- Write what the customer needs and what you will send.
- Work backward to a prep date and name an owner.
- After each moment, write down what to change next year.
Common mistakes
- Planning only peaks and wearing customers out.
- Forgetting shipping and supplier lead times.
- Starting preparation after the moment has begun.
Questions people ask
How many moments should I list?
Six to ten real ones is plenty. Include at least one quiet moment in every season.
What if something goes wrong during a moment?
Use the Recovery Playbook to plan your response in advance.
What should I use next?
The Mood Line shows how customers feel at each moment. See all fourteen workbooks.
Curious what we would find?
Run the free scan, or book a call and we will plan your next moment together.