Good experiences must last from beginning to end

Laurie Brown at the Examiner recently wrote an article about a recent expreince she had as a traveller. She and her husband had hired a tour guide to show them around a city, and had a wonderful experience until the very end of the trip. The abrupt end to their tour as well as unkind parting with the tour guide left them with a negative feeling about the experience.

Are you making sure your customers receive quality customer service from the beginning to the end of the interaction with your company? I think it is especially important in these tight economic times that the customer receives a great experience, from beginning to end, as they can easily find alternatives to your service. What steps are you taking to ensure that this takes place?