In this episode, David Wintzer discusses the importance of leaving customers and clients satisfied at the end of a job or project. He shares a study that shows how people remember the last part of an experience more than the beginning, and how this applies to various aspects of business. David emphasizes the significance of follow-through and finishing strong, as it can lead to referral business and positive recommendations. He also encourages contractors to bill for the time spent on miscellaneous tasks and punch list items. Overall, the key takeaway is that leaving customers satisfied at the end of a job is crucial for long-term success in the construction industry.

Keywords
customer satisfaction, finishing strong, follow-through, referral business, construction industry

Takeaways
Leaving customers satisfied at the end of a job is crucial for long-term success in the construction industry.
People remember the last part of an experience more than the beginning, so it's important to finish strong.
Follow-through and attention to detail in completing miscellaneous tasks and punch list items can lead to positive recommendations and referral business.
Billing for the time spent on these tasks shows that you care and are committed to finishing the job to completion.

Titles
The Importance of Leaving Customers Satisfied
Finishing Strong: The Key to Long-Term Success

Sound Bites
"People remember how you left them."
"The opportunity for you to build residual business, referral business, if you're in this game for the long time."
"People will remember how you left them. Plain and simple."
Chapters
00:00
Introduction and Background
02:57
The Study on Mood and Experience
05:45
The Impact of Service in a Restaurant
08:04
Applying the Concept to Construction
10:55
The Importance of Finishing Strong
14:56
The Challenge of Following Through
17:48
The Difference of Leaving a Positive Lasting Impression
20:05