Know my Name

Have you noticed the name tags worn by the people in service to us? When I was young, I used to think that workplace name badges were an ‘Americanism’ or a slightly demeaning label… you were allowed to address me by my Christian name but I was to address you as ‘sir’ or ‘madam’…

I looked at it from that perspective for quite a while but really, it served a much bigger purpose than that: it allowed your guests, patrons, customers or clients to feel as if they knew you. And if you were really good at what you did they often asked for you by name. My then employers undoubtedly had their own agendas but for me it built relationships… beyond seeing someone to their seat, offering them refreshments, or performing any other task I was employed to do.

I run my own business now, but little has changed.

Today, I know that when someone enters my business premises and I address them by name it says that I remember them and take pride in making their visit personal and special. Likewise, if they know who’s serving them it matters. You know I’ve heard many times that service industries here in Australia are in danger of ‘Americanisation’ – a sort of faux interest expressed with “Have a nice day!” or “Thank you for visiting.” I disagree. I have travelled, lived and worked in many countries and what I can tell you is that, by and large, the Japanese, Europeans and Americans are hospitable and open by nature. In other words they know that:

Being ‘in service’ is not servile. It is having pride in what you do. My advice?

Call people by name. The business you represent needs you.
Remember that when clients book an appointment you are their first point of contact… your attitude speaks volumes.
When they call again, address them by name (you’ll have to use your discretion here as to whether they prefer to be addressed informally (first name) or more formally. If in doubt, Sir or Madam is a failsafe. Your client/customer will usually advise…
In written correspondence name spellings are crucial whether they’re sent via email, text, Skype or any other platform. Get it right… never assume spellings. This will reveal how professional you are and how much you care.
Look at their message. Did it begin with “Hi…” or “Dear [name]”. Respond accordingly.
Remember all of the above and make it part of your value proposition!