Wednesday, March 29, 2006

Sometimes the best FIRST impression is a LAST impression

When I interviewed with the WSJ a few weeks back, the article addressed the narrow window in which people have to make first impressions: 10 seconds? 5 seconds? 2 seconds?

Whatever. Just remember that it's quick.

But also remember that some of our most UNFORGETTABLE first impressions come from our LAST impressions.

By that I mean, "The last words out of your mouth during the final transaction with a customer."

For example, when I stayed at the Paradise Point Resort in San Diego last week, I made notes about various interactions with the hotel staff. Throughout the weekend, everything was awesome. But when I checked out, one of the concierge staff (Liz) said something I'll never forget.

"Checking out Scott?"

"Yeah."

"Are you sure...?" she smiled.

"Ha ha...nice. Yeah, I'm sure. Gotta get back home," I replied.

"Oh-kaaaay..."

In all my years of traveling, I've NEVER heard a front desk attendant say something like that before. I thought it was awesome. Fun, memorable and welcoming. Most importantly, it was the last touch point during my stay. The last chance to project approachability to a guest.

And it was UNFORGETTABLE.

LET ME ASK YA THIS...

How can you make your closing lines more memorable?

* * * *
Scott Ginsberg
Author/Speaker/That guy with the nametag
www.hellomynameisscott.com