the former forces us to think about the script.

But they nail the moments that stay with you. General Manager Darren Ross is always encouraging employees to go for the moments that make a customer’s jaw drop.

You can’t appreciate the solution until you appreciate the problem. So when we talk about “tripping over the truth,” we mean the truth about a problem or harm. That’s what sparks sudden insight.

First, we want to examine defining moments and identify the traits they have in common. What, specifically, makes a particular experience memorable and meaningful? Our research shows that defining moments share a set of common elements. Second, we want to show you how you can create defining moments by making use of those elements. Why would you

First, the leader knows what truth he wants to share. Guthrie’s truth: Our customers can’t use our product. Kar’s: These villagers are making themselves sick. Second, the realization strikes fast. It takes minutes or hours, not weeks or months. Tripping happens quickly.

MOMENTS OF INSIGHT THE WHIRLWIND REVIEW

What may be counterintuitive is that self-insight rarely comes from staying in our heads. Research suggests that reflecting or ruminating on our thoughts and feelings is an ineffective way to achieve true understanding. Studying our own behavior is more fruitful.

Moments of insight deliver realizations and transformations.

Restore the milestones.