So,
here it is: train employees to use customer names. Don’t just mention it to
them every now and then as a side not but make it a part of your training
process and company culture to use customer names whenever possible.
If
you have regular customers, employees should take the time to get to know them
so that as they walk in the door they are greeted by name. Customers will
notice they have been remembered and take notice of the extra level of service
your store provides. Want to take it even further? Remember their favorite
chocolates or candies!
Employees
may say, “Well, how do I know their name if they’ve never been in before?” If
the customer is paying with a credit or debit card, one idea is to have them
glance at the card if you require them to check the card against an ID and then
use the last name as the customer leaves. For example, “Thank you, Mr. Smith,
we appreciate you coming in and hope to see you again!”
