Being abandoned in unfamiliar territory can be terrifying.
It seems even more onerous when the person who brung ya there is the abandoner.
When you’re participating in someone else’s process, you’re lacking the one thing most people crave . . . CONTROL!
So . . . How do you feel when the “Expert” leaves you hanging?
“You’re going to earn my trust and guide me through thick and thin and then ABANDON me just as we reach the destination?”
I’ve been relying on your advice and counsel and taking action . . . but then the closing happened and you disappeared.
Sure, I’m a big boy now, and I’ll figure things out on my own, but this is a crying shame because you had served me SO well, and we are now ending on THIS note?
So often, the magic in a Customer Service Experience boils down to the “Finish” . . . the presentation at the end.
If it leaves a bad taste in the client’s mouth after the closing, all those miracles you orchestrated during the transaction won’t matter. Amnesia will set in on the Client’s mind, and you’ll lose the opportunity for referral business,
Complacency KILLS trust!
Pay attention to your “In-process” procedures.
Pay attention to your “Out-Process” procedures.
Will EVERY client sing your praises at the closing and for years to come?
Don’t be “THAT guy” who closes the transaction then leaves your client on her own to figure things out.