The Last Interaction
In a posting entitled The Last Interaction Seth Godin points out the importance of leaving a final good impression with a client. This is even more important if there is any question about the client’s satisfaction with the work. Often the last interaction is the receipt of a final bill for services. If the client is less than completely happy with your work, the last interaction is a reminder that he had to pay for the displeasure.
That is why it is always good to call after the last bill is mailed to confirm that the client is satisfied with the work. My colleague, Gary Pines, advocates an even stronger action–whenever possible, deliver that final bill in person.