The service or product we purchase is likely not what we always or solely remember, nor will it be the only factor in you forming a lasting impression.
Two coffee shops, favorably located, sell coffee you like at a similar price. Which do you likely frequent. The one where they serve the coffee alone or the one where they take the time to get to know your name, smile as you enter, and ask if it will be ‘the regular.’ It may be a passing word about your day and then handing it to you again with a smile and well wishes. You thought you bought coffee instead you engaged in an experience.
What we always remember is the overall experience. It begins with hello. As the saying goes ‘you got me there.’ While the first impression is a critical one, it is not the only one. Small attention to details, the care, the packaging, the service, the support, the offer for ongoing interaction, are all part of the experience. In essence we create a lasting impression through a well thought out and executed suite of actions and interactions.
Even mere transactions can become special experiences. The follow up. A thank you note in the box. It may take you time, and when it does, it is unlikely it goes by unnoticed.
If we choose to be remembered in a cluttered noisy marketplace, the attention to the supposed little things may just be the big factor to create a lasting impression.
