Inspiring Workplaces: Do You Need a Director of Last Impressions?

Published: Wed, 04/10/24

Inspiring Workplaces
The Way Work Ought to Be!

ISSUE 1,016 - April 10, 2024


		Do You Need a Director of Last Impressions?

	I often speak about the importance of having "Directors of First Impressions," but what about "Directors of Last Impressions?" We know from a mountain of research how important last impressions are, so much so that people will view (and rate accordingly) their meals and holidays based disproportionately on how their meal or trip ended. The end of meetings and conferences impacts our view as to how successful the meeting or conference was, while the end of our workday affects our mood we carry home with us. And let's face it, everyone loves a happy ending, so consider looking at your work through the lens of a Director of last Impressions. Here are some random ideas. Chili Club Thai House, one of my favorite Calgary Thai restaurants, offers diners complimentary coconut ice cream cones at the end of every meal. At a car rental in New Zealand, the attendant helped load our luggage into the car then waved an enthusiastic goodbye wave as we drove off. At a restaurant in Stockholm, Sweden, my wife and I were delighted to receive a detailed list of the food we had eaten so we could remember everything we had ordered during a 21-course set meal. When checking out of a Toronto hotel, rather than getting the typical (and often inauthentic), "How was everything with your stay?" the clerk instead asked me: "On a scale of 1-10, how likely are you to recommend this place to your bestest (yes, he used that term) friend?" Then he offered me an apple and bottle of water for the road. Nordstrom's clerks are trained to step around from behind the counter when handing a customer their purchase. A bar in Portland has a tradition where everyone in the bar "BOOS" anyone who leaves. Maybe not the most positive note to end on, but it is memorable! End your meetings on a high note. Have a moment of gratitude, review the action items so people feel a sense of energy and momentum, consider an end-of-meeting ritual, such as banging a giant gong or asking participants, "What's the #1 thing you are most excited about going forward?" Play the role as your very own director of last impressions by setting aside 5-to-10 minutes at the end of each workday to make sure you end the day on a positive note. I know many highly successful people who swear by this practice; they might take a few minutes to write down what they accomplished, review their plan for the following day, or send out one thank-you email. The advertising legend David Ogilvy claimed the secret to his agency's success was this: "Our competitors walk their clients to the elevator, we walk them to the sidewalk." So, what would your equivalent gesture look like? What would "walking your customers to the sidewalk look like for you?

		Mike's Fun at Work Tip

Add a funny good good bye salutation to your email messages that matches your profession. A marine biologist from Seattle, for example, signs off all his emails with, "Best fishes!"
		Quote of the Week
“Laughter is the sun that drives winter from the human face.” Victor Hugo

		Funny Business

As seen on a hotel lobby desk sign, a little riddle to amuse customers while they wait: PLEASE RING BELL FOR SERVICE WHILE YOU WAIT: A doctor and a bus driver are both in love with the same woman, named Sarah.The bus driver had to go on a trip that would last a week. Before he left, he gave Sarah seven apples. Why?

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