Polished shoes, rouged cheeks, new threads. You’re poised to make a perfect first impression, which is paramount in sales. But despite all the prep work and effort you put forth to come across competent and trustworthy, a bad ending leaves a lasting impression.

Seth Godin discusses last interactions and the weight they carry in a recent post. Your last impression is inevitably responsible for more word of mouth than that first, flawless meeting because it is the final exchange you have wit ha client.

Let’s face it; you and once loyal customers will part ways. And how you handle the final phone call or conversation speaks volumes. Literally. This is the sort of thing that people will talk about to their friends and families for months to come.