Itβs become popular for Australian hotels to offer late check outs. Instead of kicking you out by 10am, you can now laze around until 11.
But hotels are a little quieter about the other change theyβve made.
Check in has been pushed back, too. Instead of 2pm, 3pm is becoming more common.
So why have they played with timings like this?
π The peak-end rule.
Ending customers on a positive, gracious note of leisurely 11am checkout must be doing a better job of improving customer satisfaction than a 2pm check in.
π π And thatβs because people often remember the end more than the beginning.
If a later check out means feeling less pressured to leave, customers will likely feel more relaxed about their experience, improving the odds of a favourable review.
π π π So, while first impressions matter, final impressions last.
What can you do to improve the end of your customerβs experience?
π If you found this interesting, let me know! Buy me a virtual coffee β or forward this email βοΈ to someone who also might like it. Your occasional support means I can keep sharing ideas about behavioural science for free.
π§ Learn the science of Influencing Action
π Be shown exactly what to do to get better results for your small business
Hey, are we connected yet?
