Have you ever had a bad “exit” experience with a company that caused you to never return again? You were greeted warmly and with a smile. You were assisted kindly and called by name throughout your interaction. All your questions were answered, and you were given solutions that worked for you. But all of a sudden, the proverbial “honeymoon” was over just like that.
The problem with a bad “exit” (last) experience is that it can taint your entire interaction and leave you with a negative impression—no matter how smoothly everything transpired beforehand.
Real World Story: Okay, I admit it. I’m not a good cook. I never have been and probably never will be. Consequently, I’ve had my fair share of take-out experiences. Recently, two such interactions have stood out in comparison. At one restaurant, when placing my order, I made it very clear to the man taking my order that I did not want feta cheese or cilantro on my tacos—anywhere near, on, or beside them—nowhere. It was almost comical how much I emphasized this request.
I paid for my order but did not check it before driving home. I trusted that my order was right. To my dismay, as I removed the 
cover to my tacos plate, what did I see? F-E-T-A—C-H-E-E-S-E and C-I-L-A-N-T-R-O. EVERYWHERE. I had to pick out each piece of chicken and wipe them off with a napkin. The tacos were almost inedible to me, and I was extremely disappointed. I have no intention of ever returning.
Days later, I placed another take-out order with a different restaurant. This time, I requested black beans instead of refried beans. When I arrived for my order, the waiter, whom I had encountered before, apologized profusely and said it would be a few minutes more because the order wasn’t right. He had sent it back for the chefs to correct it. What? He actually checked to make sure it was right? While we were waiting, he asked how my mom was—I had brought her with me the time before. Hmmmmm, good memory, I thought. He was pleasant and didn’t seem bothered by my being there. I asked him why his service was so good, and he said that GREAT customer service is what his business is all about. It’s what keeps customers coming back and what distinguishes him from other restaurants.
I’ll say. And what a difference he made with me! Not only did he create a happy customer, but also he created a story that I tell my friends. Isn’t that what every company wants? But, what would I have remembered—and written about—had I gotten home and discovered that my order was again WRONG!?
Strategies that Turn it Around:
- Hire people with the “Attitude of Service” (email Barbara to find out more).
- Have policies that ensure your customers’ last impressions are good ones,
- Train your staff regularly on all aspects of customer service—beginning, during, and end,
- Observe and monitor your last touch point to ensure a positive impression worth remembering.
Remember: One bad “exit” experience can ruin a customer’s opinion of you forever. Make sure your customers leave on a positive note, so they are more likely to return–and bring their friends.
What do YOUR customers experience at the end of their transactions with you? Do you really know? Please share in the comments section below.