What is more important, the first impression you make or the last one you leave someone with?
Conventional wisdom says it’s the first impression because ‘you only get one chance to make a first impression.’ That makes sense, especially from a business as well as marketing perspectives. Businesses operations and marketing campaigns are created around generating the new business—creating that first impression. Then once the money changes hands, the deal is done and the company has accomplished its goal.
But let me ask you this, what do people remember? People remember how you made them feel in the end. That is the determining factor in whether they will do business with you again as well as what they will say when they talk about you (and remember how powerful word of mouth really is).
So the next time you re-evaluate your customer processes, thing about how you can leave your customers with a lasting final impression.