The one thing your customers will remember is that last few moments of your interaction with them.
Our recent family vacation took us through Las Vegas’ airport to catch a connecting flight. As we landed, one of the Southwest Airlines flight attendants started singing an Elvis song to us over the intercom. She had a beautiful voice and even customized the words to us, her beloved Southwest passengers. Her song was followed by a large round of applause from those aboard the plane.
That act of song, put a smile on many passengers faces and wrapped up that flight on a positive note.
When you end with something good, people start to forget problems or issues they may have had earlier. A happy ending can completely turn things around in your favor.
Why is that? People have short term memories. If, during your interaction with a customer, something goes really bad, that is all they think about. Until something comes along to replace their seething anger, it will linger.
You can counter a bad experience by ending with an uplifting, positive conclusion. That newer, pleasant memory will then replace the negative thoughts of earlier troubles.
People love happy endings. Shouldn’t you try to create more of them for your customers?