What's In A Name?

Seems like a simple question, however, the answer is,"Everything."

In ancient times, a name represented who you were and where you came from.

Your name was very important. When considering how we communicate, it really hasn't changed. Our name acknowledges that we are seen and heard. It says we are connected somehow.

Over the past several years of working with teams and Maxwell DISC as a communication tool, I've often said that the best type of customer service is the kind where names are used. This makes sense when we are speaking. It's natural to introduce ourselves or have our names asked.

Email is also an important time to use names - and when leaving voice mail messages. These are the times I see less emphasis on using names and that de-personalizes your customer's experience. That leads to a lack of loyalty to your product or brand. If something as simple as a name can create loyalty, wouldn't you want to try it?

OK. So we see the problem Kris.

And it's an easy fix. But why? Why is something like a name make that much difference? I'm so glad you asked!

80 Percent!

According to DISC studies - and I'm guessing there would be other assessments that would confirm this as well - 80% of the world's population are people oriented people. People oriented people want to connect to other people. If they "feel" they are simply a number or unseen, they also believe they are unimportant to your business. They will literally look to do business with someone that wants them. And most won't say a word about leaving you or why. They don't like conflict, so they will just disappear - unsubscribe - stop using your products without a word. How many customers are you losing because you don't greet them by name or sign an email with your name?

I have a doctor's office that leaves appointment reminders for me. I find it very impersonal and question if they really want my business.

They always say. "This is Dr So-in-So's office calling to remind you of your appointment tomorrow at 3. Please let us know if you need to reschedule."

If they would just add a couple of things, I'd think differently...

"Hi Kris! This is Sally from Dr So-in-So's office calling to remind you of your appointment tomorrow at 3. We are looking forward to seeing you! Please let us know if you need to reschedule. Have a great day Kris!"

Much more personal!

This says I'm valued. They know me and want me as their patient. Of course, I'm one of those 80% people oriented people. Which way would you prefer as a customer?

Email is no different. Greet the person by name and sign your name to the bottom so there is a human connection.

What's in a name? Everything!

If you or your team would like some more practical application like this to help with your sales or customer service, I'd love to chat! kris@leadershipharbor.com or set up a Discovery Session today!