Moments of Truth

Biological Parallel

Cleaner wrasse fish face critical assessment moments: initial approach (will the host tolerate me?), first bite (do I remove parasites or cheat and bite healthy tissue?), host reaction (am I allowed to continue?). Single cheating moments terminate relationships permanently—hosts remember and avoid cheaters. Carlzon's "Moments of Truth" mirror these high-stakes interactions: specific touchpoints where trust is confirmed or destroyed, with outcomes determining whether the relationship continues or ends immediately.