Take Control of Good Byes

Good byes are often rushed - or skipped altogether. After all, you are frequently so relieved to have gotten one job wrapped up successfully, and to be able to move on to the next one. So a transaction often ends with an invoice. What a wasted opportunity! If your customers are happy, the good byes is your last, and one of your most notable, chances to bond with them, to add an important final chapter to the service story.

Try to close each interaction with your customer in way that is memorable and sincere. Too many otherwise-fine service experiences come to a miserable close that consists solely of handing back a credit card or "OK" or "next". How much hard-earned good will is lost that way? A lot.

So, try to never close an interaction without providing a personalised farewell and an invitation to return. If handled properly, this farewell will be personal, resonant, and long lasting - but before you move to the closing, make sure you ask a final question, slowly and sincerely: " Is there anything else I can do for you?" If the answer is "No, thank you," then move to the closing, as follows:

• Personalise it: Use the customer's name, for starters. Offer your business card, if appropriate for your type of business. Beyond these obvious things, customise your language to fit this customer's history with you. For example: if this is the last day of a convention or holiday, add your sincere wishes for safe travel. If you are a retailer, express your hope for satisfaction with the item purchased.
• Make it resonant: If appropriate, give a parting gift. It can be a lollipop for customer's child, a vintage postcard, or a book. An ideal gift I something that is emotionally resonant with your brand as well as appropriate to the customer. Invite your customer to come back again as she leaves.
• Long lasting: Unless inappropriate for the type of purchase, send a follow-up note. Persona and handwritten is better than pre-printed - this is the best $1 investment you may ever make.

Your good bye at the end of successfully resolving a customer's trouble call should never morph into an attempt to make an additional sale. Trouble calls need to be about just one thing: solving the customer's problem. Customers feel especially vulnerable and dependent on you during these calls, because you are the only one who can help them. Since they feel one down, for you to sneak in a sales pitch at the last moment can come across as having their arms twisted or being bait-and-switched. Yes, they may buy whatever you are pitching at that moment, but they will often resent you for it later.