We live in a era of faceless, anonymous communication.
Think about that for a minute.
We’ve got texting, online chatting, forums, blog commenting- basically just some words on a screen.
Whether you like it or not, most of us are indeed “just a number” to some corporation. We’re an account number. An ID number. Call it whatever you want, but it’s not personal. And it’s very isolating.
Automated services are the norm- “Push 1 for English”, “Push 2 for English that you really are trying to understand, but can’t”, and so on. In fact, you can seldom get a real person to pick up the phone.
So what can you do to win customers for life?
……………..Simply call them by name.
Crazy, huh? That’s it. Nothing complicated.
Take yourself for a moment- imagine walking into an establishment or making a phone call and being greeted by your name. How does/would that make you feel? Would you feel special? Would you appreciate that small kindness?
I’ve been reading “How to Win Friends and Influence People” and there’s an entire chapter on Getting People to Like You- the one big tip is calling someone by name. The book’s a classic for a reason- it’s full of great, practical, actionable tips that are easy to implement and very commonsense. So, if you haven’t read it, you need to.
And if you’re in a relationship-based business like mine, then calling someone by name is the FIRST step to establishing that relationship.
It removes barriers
It opens the door for communication
And it just flat-out makes a person feel pretty damn good
That’s really the beauty of small business. You have the opportunity to develop a level of intimacy most big companies only dream of. I’m pleased to say that my agency, Alan Galvez Insurance, strives VERY hard to call people by name when they walk through our doors or call us. Yes, we miss a few. No, we’re not perfect. But, we’re in a people business, so we better damn well know our people as best as we can. Because then they’ll know we actually see them and not through them. Appreciate the difference?