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?"


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

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


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.



How can you make your closing lines more memorable?

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Scott Ginsberg
Author/Speaker/That guy with the nametag