By Roy Williams (The Wizard of Ads)
What will be your customer’s memory of you?
“It [the Cheshire Cat] vanished quite slowly, beginning with the end of the tail, and ending with the grin, which remained some time after the rest of it had gone.” – Alice’s Adventures in Wonderland (1865)
I never ask the graduates of Wizard Academy, “What could we have done differently? How might we improve?” To do so would be to ask them to search their memories for disappointing moments. These are not the images I want to cement in their minds.
Instead, I ask, “What was your favorite moment during your time with us?” This causes the students to recall each of the high-impact moments during of their time on campus and relive those moments in their mind. It doesn’t matter what they choose as their favorite, I just want to flood their minds with happy memories.
The grin will remain after the rest of it is gone.
It is important to control the Last Mental Image (LMI.) What procedures do you employ to make sure your customer has a positive LMI of their experience with you? Comment below.
– Monday Morning Memo