Tuesday, August 19, 2014

Tip #138: Train Employees to Use Customer Names


This week’s tip is a simple one that will help your customers feel important. And who doesn’t like feeling important?

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!”

As much as is possible, use your customer’s names. They will take note and remember that your store thinks they are important.

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