We have grown accustomed to being welcomed in a friendly manner; by greeters at Walmart and Sephora, waitstaff at restaurants, and Uber drivers. And we might scoff at the perfunctory “bye-bye” from flight attendants as we struggle with our suitcase handles when leaving an airplane. (Sorry, deplaning.) Yet, we miss that brief interaction when it’s absent. Marketers love to preach about first impressions, but lately, I’ve realized that the last impression is the one that truly sticks.
Exit planning is crucial for the continuity of any generational business, but there’s more to it than just preparing for a distant future—there’s the daily exit plan that successful businesses execute (or neglect).
My wife mentioned how recently she left the gym without so much as a nod from the front desk. Compare that to a Detroit Tigers game, where you’re met with a genuine goodbye at every gate as you leave the ballpark, win or lose. Costco adds a playful highlight to your receipt as you exit, celebrating your purchases.
But not every exit is so pleasant. The recent uproar over digital tipping speaks volumes. When your final interaction is an unwelcome prompt for a tip or a cold glare for skipping it, you risk alienating customers to the point of no return—closing for good.
Whatever your business, think about your exit plan. It’s more than just a future necessity; it’s a daily practice. Bye-bye now.