The Last Experience That Lasts
My wife and her friend went to a spa service that they bought the promo coupon from Groupon. When she came home, I asked her how it was. “It was good,” she said, “but….”
She told me that the staff asked them to wait in a small room. They gave my wife a cup of tea. Everything looked perfect, until someone came into the room and offered them to buy a package of service. The first package she offered, was a 20-times visit package. My wife’s reaction was normal, she said she needed to think about it first. Then the staff offered another package, a 10-times visit. Again, my wife said she needed to think about it first. It kept going, until the staff offered my wife to buy a one-time visit package.
When I asked my wife how it was, I wanted to know how her experience was. Although she said it’s good at the first time, but then she added a ‘but…’
Seems that no matter how good the experience is, it’s the bad and last experience that’s more memorable. I think it happens the same as a good last experience. I remembered I had this experience before: “The food was not so good, but they gave us a free desert. The desert was nice.” And all I can remember about that place is the joy of getting free nice desert. It doesn’t mean that you should just focus at the end, it means you have to deliver an exponential good experience from the beginning until the end. The bad and last experience is more memorable. It’s not just about first impression, it’s about last impression as well.