The late great Dale Carnegie said, “Remember that a person’s name is to that person the sweetest and most important sound in any language.”It’s not enough to know a person’s name; their name must be voiced so they can hear the sweet sound Dale was referring to.
Case in point
While checking into the hotel yesterday a gentleman walked up to the counter beside me and the hotel employee greeted him by saying, “Hello Mr. Robinson.” I thought how nice it must be for him to be checking into a hotel where they know his name. Even the employee who was assisting me welcomed Mr. Robinson while I was signing in, not to make me feel neglected while she turned her attention to their regular customer.
I recall when I was on a nine month assignment in San Antonio where I would travel to SAT three days a week. The hotel employees would greet me in the same manner and it was those simple words, “Welcome back Mr. Moore” that would make me feel more comforted. I would feel a little more “at home” and less stressed because the employees took the time to remember my name but more importantly made the effort to use my name.
It’s a known fact people like to feel accepted and a part of something bigger than themselves. This is called the third place which comes after home and work. Because of the effort the hotel employees put out to use my name, I was less apt to use a different hotel even if the competing hotel chain may have offered a lower price. The effort to use my name didn’t cost the hotel a penny, but earned them priceless loyalty.
Although many of your welcoming opportunities may be over the phone, remember “hearing” their name does not require an in person experience.
Compare
- Option 1
- Caller: “Hi, this is John Doe, I have an order with you and I was wondering when it would be ready”
- Employee: “Hi, your order will be ready today after 3:00”
- Option 2
- Caller: “Hi, this is John Doe, I have an order with you and I was wondering when it would be ready”
- Employee: “Hello John. Your order will be ready today after 3:00”
Challenge
Would Mr. Robinson have gained the same feeling if the employee’s had not used his name, even though they may have known it?
How could your business benefit if you began to welcome your customers by name?
What other ways can you make your customers feel "at home" with doing business with you?
Comments
Posted by Wendy Fisher :: 11/29/07
This will not be your run of the mill answer, but
my steady customers know that I am here to pray with them when they are going through a difficult time, and believe me, they let me know! It is never a long drawn out religious thing, it is just the sweetness that comes with knowing they have someone who cares at the other end of the phone or email... many times I will email a prayer right back, rather than saying " Yes, I will pray about that". If they have pets, I inquire about them once in awhile. Also their children or families.
At Christmas I send a small gift ... again, this is just to my steady customer base, not to everyone I have ever done a design for.
Another way to make customers feel at home
is to accept honest mistakes... like when they
delete the email with their design in it! I cheerfully resend it...
How do we read the comments that others have written? I am not a professional blo
