Rule One: Always Use the Customer’s name.
Dale Carnegie said “The sweetest sound in any language is the sound of one’s own name.” Though it may be true that using a customer’s name can create a sense of intimacy, it can also have the opposite effect. Overusing customers’ names may make them uncomfortable, seeming like an insincere gimmick rather than a true connection. Some people have names that are hard to pronounce or have an unusual pronunciation, and it is always good to ask the proper way to pronounce their names. Once you’ve heard the proper pronunciation, it’s essential that you pronounce it correctly. Customer’s may forgive you for not saying it right, but it will still grate on their nerves to hear it said wrong repeatedly. Some people prefer to use their first name, while others prefer an honorific, such as Mr., Miss, Ms, Mrs., Ma’am and Sir. It is far more respectful to start off by being formal, and let the customers tell you their preferences.
- People:
- Dale Carnegie