If anything, the closing part of any visit will leave the greatest lasting impression. It’s the last thing the customer will remember when leaving – regardless of whether the customer makes a purchase of not.
Just like “First Impressions” – a simple “thank you, please come again” is so common we would often not even realize we heard it. So, the last impression also needs to count.
This can be done in a number of ways. Following the example of the car purchase above, if the staff were to follow up with you, that would make it a more of a lasting impression – even though it was after the visit. It will jolt the memory of the customer to remember.
For retail, this can be as simple as offering to place an item on hold, or checking another store for an item that was not available etc. It allows customers to feel special. When customers feel special, they feel connected to and identify with the brand.