Why You Should Wow Them at the End
Designing experiences with a positive ending boosts user perception and referrals
What does a free toothbrush, the fastest sprinter in a relay race, and the sweetest dish on the menu all have in common? They all happen at the end of an experience.
This article is about the bulletproof rule anyone can use to boost their service business and even quality of life. Not only will this rule improve your customer retention and profit — nearly anyone can use it to enhance their relationships, creative hobbies, or seemingly banal day-to-day activities. But this strategy is so effective, it has spread like absolute wildfire in almost every single industry — from sports to entertainment to dentistry. In order to explain what that rule is, I ask you to take part in this thought experiment:
Imagine planning a birthday celebration with your close friends. It’s been a while since you’ve seen each other, so you decide to treat a small group to a nice night out at a local restaurant. The food is great, laughs are shared, you have some drinks, and the time comes to pay. Gladly (because it’s your treat), you hand the server your credit card and off he goes. After a few minutes, you see him calling you over from the register, and he then tells you your card has been denied. Bewilderingly, you offer…
