There is a word that can break through the noise and distractions of the world and reach your customer.
The most important word to a customer is that person’s name.
From the time we are little, we are trained to respond to our name. It is so powerful that even if we have a common name (like Joe), we instinctively turn around whenever we hear it called.
This week when I went to the gym, the clerk greeted me by name even before I handed him my membership card. I was so impressed that I actually mentioned it to my wife.
Think about the opportunities you have to greet your customers by name.
If you see them in-person, you should always use their name in the greeting and conversation.
On the phone, you can use a customer’s name not just in the greeting, but during the call, and as you say goodbye.
Don’t be lazy in your emails. Don’t just jump into the message. Start with a proper salutation and use the person’s name.
In your automated email newsletters, most software that handles these can automatically include the customer’s name not just as a salutation but also in the email message itself. Although I am used to seeing these, they still catch me off guard because after all, it is my name.
Be careful with using customer’s names incorrectly. Misspellings, mispronunciations, or even calling someone by the wrong nickname can really aggravate some customers.
When in doubt on how to spell or say a name, just ask. Most people are not offended when you sincerely ask about their name.
What are some other ways you could use your customer’s name to build relationships with them and help close the sale?