Kevin Stirtz’s Amazing Service Rule #25
Remember your customer’s name.
Years ago I heard a quote that goes something like: “Nothing is sweeter than the sound of a person’s own name.” I don’t know who first said this but I agree with them. When we hear someone say our name, it brings us closer to that person. It suggests they are a friend. At the very least it says they care enough to know and use our name.
When you use a customer’s name, you break down a lot of barriers that can block communication. You position yourself for a better relationship with your customer. Plus it helps you remember and recognize your customers. It’s easier (and more fun) to acknowledge them when you can use their name.
In fact, as I write this, I am sitting in the waiting area of my auto service place (the only one I use). When I call or stop in they know me. They know my wife. They know my car. And if Bruce, the owner is in, he’ll come out, shake my hand and chat. I never have to tell them who I am. (I feel like Norm at Cheers.)
A big reason I stick with Bruce and his crew is because they make it a point to remember their customers. That makes me feel important. And it all starts with my name.
Earlier today I was chatting with a friend whose family is in the restaurant business. He told me a story of how his grandfather used to show him how to welcome guests to their restaurant. He said it’s like welcoming a guest into your home. And it works because his family’s restaurants have some of the most loyal customers in the business.
This is an easy way to keep your customers coming back and it costs nothing. Make this a standard for 2009. Commit to using your customer’s names whenever possible when you are in direct contact with them (even email). Get everyone in your organization doing this. Then watch what happens. I think you’ll like the results.
Other articles you might like:
- Stop Saying “It’s Our Policy”
- Customer feedback can improve products and services
- 100 things restaurant staffers should never do (plus 1 more)
- KleinBank Knows How to Treat Customers Well
- Remember and use your customer’s name
Indeed, there is nothing more frustrating (or insulting) than being referred to as ‘Hon’ or, worse yet, ‘Guys”, when it is my mother and I (also female). I do tend to patronize the businesses that know who I am. It is a pleasure to be in friendly, welcoming atmosphere. I work hard for my money and would much rather spend it where my needs and wishes are of import, and my patronage valued.
The best way to connect with ANYONE is to use their name when you are speaking to them, it just seems like it brings you in closer.
Russ – you’re right. Using a person’s name does bring you closer to them. It’s human nature to want to be recognized and acknowledged and that’s what you do when you sue someone’s name. Thanks for your comment!
One of my favorite customer service quotes is “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” -DONALD PORTER