Training Video

The Last Impression: Leaving a Memorable Mark

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They say you never get a second chance to make a first impression. While that is absolutely true, the final impression is just as important. There is a psychological reason for why that is - it’s called the Recency Effect. It is a cognitive phenomenon in which people tend to remember and give greater importance to the most recent information or interactions encountered.

In other words, a guest’s most recent interaction they have with your staff is what they tend to remember the most. That’s why it is CRUCIAL for anyone in the Front-of-House to not only be aware of the Recency Effect but to also be prepared to leave an exceptional, lasting impression on any guest they encounter. Do not leave it to chance! You want every guest to walk out the door thinking, "Wow, that restaurant was so friendly. I can’t wait to come back!"