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Remember and Use the Customer’s Name


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  • 2 years later...

Do you suggest first name, or Mr.______ or Mrs._____? Do you think first name is too casual for a business relationship, or do you find that it creates a more personal relationship right off the bat?

Edited by GENUINE
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How you address a customer depends on how they introduce themselves. When I meet someone for the first time and they tell me, "My name is Tom Smith", I will use Tom. If the person tells me "My name is Mr. Smith", then I will use Mr. If the person is significantly old than me, I will always use Mr, Mrs, etc. If I know someone is a doctor I will always refer to them as doctor. When I am not sure I may use Mr or Mrs, but it depends on the customer.

 

I prefer to be on a first name basis if i can, and I don't think it's too casual. I think the more you can establish a friendly relationship, the better.

 

Hope this helps.

 

It does. Basically common sense. Address them the same way I might if I weren't standing across the counter from them.

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  • 1 year later...

If I forget a name, I just say "Good Morning, or Good Afternoon" with a big smile :D , then after I pull the information off of their car I always use their first name. I think using first names make the visit more calming, trusting, and personal.

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Remember and Use the Customer’s Name

 

Dale Carnegie once said, “Nothing is sweeter to someone than the sound of their name”. Part of providing the very best in customer service is to remember the customer’s name. You also need to use the customer's name during your conversation with them, whether booking an appointment on the phone, at customer write-up or explaining a particular repair.

 

For first time customers, this is vital. Once the customer tells you their name, make sure you say their name a few times during the conversation. This will help ease any tensions the customer may have meeting you for the first time and will help make a connection between you and the customer.

A little twist on the name thing... which I highly endorse by the way, is when they come in the shop asking for me by name. Ok, Ok... they don't ask for "Gonzo" it's Galonzo, Garbonzo, Gozo, or Mr. Zo! Some, will squint at the name badge on my shirt (which is in script) and say, "Hi George, can you help me with my car problem"? I smile, and keep the name calling issue off the subject at hand. Some people don't like to be corrected, while some still can't get it right even if I did correct them. Just let it go... it be OK.

But, I'll do my best not to mess up their name.

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Yup. I get people calling me Andy and Andrew all the time (my name is Adam and I speak clearly) but I let them keep going until they realize it when they hear someone else say my name. It usually follows with, "oh I am so sorry ADAM!" and I laugh and give them a little "its ok!" wave and that usually does the trick. I honestly don't care if they call me rhinoceros as long as they are a great customer hahaha

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  • 3 weeks later...

I took some selling skills classes a few years ago. The class instructor introduced himself at the end of the class he gave us all a chance to sell him a set of tires and ask for the sale. No one in the class got the sale as we all asked Dave for the sale and he had introduced his self as David. which has always stuck with me and to pay attention to the name.

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Here is something I learned a few years ago that works great for me. If in the shop or anywhere else, if you can't remember the name of a person, ask them this question: What was your name again? If they say "Henry," then say: oh I remembered your first name, Henry, it's your last name that won't come to me. Then he'll say "Johnson," and you say: that's right....Henry Johnson!! It's sure good to see you, Ole Buddy!!!

 

If he says "Johnson", then you say...Oh I remembered your last name Mr. Johnson....it's your first name that won't come to me. Etc., Etc.

 

Try this a few times. Maybe it will work for you, too!!

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  • 2 weeks later...

I type the plate # into Mitchell when they pull into the driveway, the customers name pops on the screen if the car has been in before. Hi Mrs Wilson... They can't believe my memory is so good. Hehe I cheat

 

I like that. Problem is I can't see the cars when they pull up from my desk. Great idea though!

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      Got your attention? Good. The truth is, there is no such thing as the perfect technician pay plan. There are countless ways to create any pay plan. I’ve heard all the claims and opinions, and to be honest, it’s getting a little frustrating. Claims that an hourly paid pay plan cannot motivate. That flat rate is the only way to truly get the most production from your technicians. And then there’s the hybrid performance-based pay plan that many claim is the best.
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