I’m Sorry. What’s Your Name?
It doesn’t matter if it is personal or business, a person’s name is the single most important thing you need to remember and here is why.
- Personalizes the Experience: With 48 consecutive years of positive sales growth, Chic-fil-A has set a new standard in customer satisfaction and using your name is a key part. At the end of every order, they ask you, “Can I please have a name for the order?” They are humanizing the experience and connecting with the customer vs. giving them a number while they wait. McDonalds (the world’s largest chain) continues to treat everyone as a number—literally. No one wants to be treated like a number.
- Is that J-O-N or J-O-H-N? I had a colleague, named Jon, who was the head of purchasing at his company. One day, a salesman for a new supplier asked him over the phone if he spelled his name J-O-N or J-O-H-N. Jon had been receiving monthly invoices from his current supplier with John on them every month. Ultimately, Jon changed suppliers.
- You Have a Name Too: My mom always told me to treat people how you want to be treated. Using someone’s name is respectful and courteous. I want to be called by my name, and I know you do, too. It is the first thing we do when we meet someone. We introduce ourselves and exchange names.
I have hundreds of examples that show how powerful someone’s name is. A name is a person’s brand. It connects with the person and is the single most important thing you need to remember.
When I forget someone’s name, I simply say, “I’m sorry, what is your name again?” Stop saying “hi,” “hey,” or just launching into your question when talking to someone or emailing them.
Use their name. It’s easy.