Welcome to another blog post where I shall talk about goodbyes. You must be wondering, “Wait, why am I talking about goodbyes? Isn’t the whole point of experience design to create memorable moments and experiences?” Well, yes, but hear (read) me out.
Recently, we’ve seen companies making headlines for their large, unceremonious layoffs. People were let go without basic courtesy or respect, leaving them feeling shocked and hurt. Meanwhile, these same employers make a lot of noise when new employees join, giving them goodies and making a big fuss about their arrival. You would see their recruiters self loathing themselves to glory about how seamless is their onboarding process. It’s a strange and unsettling contradiction that leaves employees feeling undervalued, disrespected and disposable.
But it’s not just in the workplace where goodbyes are often overlooked. Brands, too, rarely use customer goodbyes as opportunities to stage memorable experiences. When customers leave, it’s often with a sense of finality and disappointment. But what if we could change that? What if we could stage goodbyes that leave customers feeling valued, respected, and even eager to return?
Let’s take a look at some examples of brands that are doing it well.
First, there’s Warby Parker. This eyewear company not only offers a free home try-on program for its glasses but also includes a pre-paid shipping label with each order. That means that when customers decide not to keep their glasses, they can easily and conveniently send them back.
Its entire business model is centered around allowing you to return glasses you don’t want, without any hassle.
Another example is Airbnb. When guests leave their Airbnb rental, they receive a message from their host thanking them for their stay and inviting them to return in the future. The message also includes a personalized note about the guest’s stay and any feedback they provided. This small touch helps to build a personal connection with the guest and makes them feel like more than just another customer.
So, why should we focus on goodbyes? Because they matter. They’re the last impression customers or employees have of us, and they leave a lasting impact. By staging our goodbyes better than our welcomes, we can show that we value, respect and appreciate those who have come through our doors.
That’s all for today’s post. Until next time, let’s work on designing experiences that leave a positive, lasting impression on everyone we interact with. Let’s make our Goodbyes better than our Welcomes, after it’s a small world.
Join me in the comments to celebrate examples of companies who do goodbye experiences well, and let’s continue to design experiences that leave a positive impact.