| Years ago I heard a quote that goes something like: | | | | A big reason I stick with Bruce and his crew is |
| "Nothing is sweeter than the sound of a person's own | | | | because they make it a point to remember their |
| name." I don't know who first said this but I agree with | | | | customers. That makes me feel important. And it all |
| them. When we hear someone say our name, it brings | | | | starts with my name. |
| us closer to that person. It suggests they are a friend. | | | | Earlier today I was chatting with a friend whose family |
| At the very least it says they care enough to know | | | | is in the restaurant business. He told me a story of |
| and use our name. | | | | how his grandfather used to show him how to |
| When you use a customer's name, you break down a | | | | welcome guests to their restaurant. He said it's like |
| lot of barriers that can block communication. You | | | | welcoming a guest into your home. And it works |
| position yourself for a better relationship with your | | | | because his family's restaurants have some of the |
| customer. Plus it helps you remember and recognize | | | | most loyal customers in the business. |
| your customers. It's easier (and more fun) to | | | | This is an easy way to keep your customers coming |
| acknowledge them when you can use their name. | | | | back and it costs nothing. Make this a standard for |
| In fact, as I write this, I am sitting in the waiting area of | | | | 2009. Commit to using your customer's names |
| my auto service place (the only one I use). When I call | | | | whenever possible when you are in direct contact with |
| or stop in they know me. They know my wife. They | | | | them (even email). Get everyone in your organization |
| know my car. And if Bruce, the owner is in, he'll come | | | | doing this. Then watch what happens. I think you'll like |
| out, shake my hand and chat. I never have to tell them | | | | the results. |
| who I am. (I feel like Norm at Cheers.) | | | | |