Finish strong. Performance standards should not be allowed to fall off toward the end of service delivery. Rather, the finish should be strong — think of rock concerts which always conclude with big...

Finish strong. Performance standards should not be allowed to fall off toward the end of service delivery. Rather, the finish should be strong — think of rock concerts which always conclude with big hits, comedians who save their best jokes for the end, and fireworks close with an amazing array of colors lighting the sky and a deafening finale. Ending on a high note is an important aspect of every service encounter, even if it is just a cheerful and affirmative: “Have a nice day!”