Final Furlong

Description

Make extra efforts for your customers in the period just before they are going to tip you. Act in outstandingly helpful ways, for example:

Keep eyes on them and go to them the moment they look at you.

Offering to call them a taxi.

Get their coats ready for them.

Engage in friendly chat with them.

Ask them if they enjoyed the experience.

Offer them ideas (eg. if they are tourists).

Take any complaints seriously and show you will act on these.

Do not do the opposite of this, which is to be invisible, inattentive and make them wait before giving them the bill.

Discussion

The 'final furlong' is the last part of a horse race, where the finish line is in sight and the riders frantically urge on their steeds. Likewise you can make up for any dissatisfaction with a final push for a happy customer who either wants to make you feel good or who feels obliged to give you a good tip.

We remember and assess experiences unevenly over time. We remember in particular early, unusual and, relevant here, late events ( the recency effect). What you do just before they leave is hence highly influential on what they think of you as they leave.

When you do things for them, you are also setting up a reciprocal obligation, where they feel a social pressure to repay your kindness.

Quick links

Final Furlong

Description

Discussion

See also

Site Menu

You can buy books here

Quick links

Disciplines

Techniques

Principles

Explanations

Theories

And

Site Menu

Quick links

Disciplines

Techniques

Principles

Explanations

Theories

And