In every business encounter with the customer, you can offer a personal service. Everyone loves hearing their own name. If you remember a customer's name and recall your last conversation with them, you will have brightened up their day. They will also tell their friends what a great service you provide.
According to kissmetrics.com, the implications of this have been seen across a variety of situations in dealing with customers:
- People tend to feel comfortable with you more if you use their name a few times during conversations. (But there is a limit, saying their name too much becomes unnatural and insincere.)
- People open emails with more consistency if their name is included. (That’s a big reason to ask for a name if you want increased conversions via email.)
- People often assume you are more competent if you know their name. It’s a big part of their identity, and if you recall it and use it, you are instantly viewed in a better light in their eyes.
Utilizing customer names when interacting with them directly is an important part of making people feel like individuals rather than a 'support ticket'. It’s difficult to balance, but if you care about your customers and their experience, it’s essential to gaining their confidence.
Kirt Manecke, in 'Smile, Sell More with Amazing Customer Service' offers a prescriptive for enhancing the customer's experience and providing great service by knowing the customer's name:
- If you don't know your customer, look them in the eye and introduce yourself by name and wait for them to respond with their name.
- If your customer doesn't give their name, feel free to ask for it by saying, 'And you are?'
- Then shake their hand firmly and enthusiastically say, 'It's a pleasure to meet you ______.'
Manecke goes on to say, introducing yourself sets the stage for a successful interaction and a long-term personal relationship. Remember people buy from friends.
'A person's name is to that person the sweetest and most important sound in any language.' - Dale Carnegie
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