The Last Impression

I had just landed at the St. Louis airport after a long business trip. No flight delays meant a good travel experience. This was one of the few times I checked luggage, so the only thing left to do was to pick up my suitcase at the baggage claim area.

So, how long is too long to wait for luggage? Anything less than fifteen or twenty minutes is impressive. My opinion is a half-hour is okay, at least for me. This time I waited 50 minutes. Once we got past my acceptable half-hour, I started to get frustrated and eventually aggravated. What had been a good flight was now ruined by the last impression.

People say the first impression is important. I would say that equally important is the last impression. The last impression is a lasting impression!

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).