Understanding this key characteristic of human behavior will result in happier clients, more enjoyable work and significantly more referrals. Gallup, famous for its public polls, has sifted through mountains of data on how people remember past events. Here’s the key, people do not remember how it happened. People remember the most intense moment and how it ended. Turns out your last impression is the lasting impression!
Here’s a quick example. In the entertainment industry it is common place to arrive in a limo and leave in a taxi. Not so on the Oprah show. Guests would arrive and leave in a limo, a much more positive last impression. As a result, guests gladly came back and raved about their experience. You can do the same in your business. Ask the question “How can I make sure this person walks away happy?”
This doesn’t just apply to clients who close with you, it should apply to everyone. When people walk away happy they are much more likely to come back again. It is much more productive and enjoyable to work with someone who already has a positive relationship or impression of you. Keep elevating our industry.
David Veldkamp
Owner | RE/MAX GR
Mobile: 616.460.6123
Office: 616.957.0700