CHAPTER 37
The Name Game Is No Game
People love to hear their own names. It’s that simple. No matter what the situation, if you are able to get a customer’s name, use it. Back in 1964, Dale Carnegie wrote his personal development classic, How to Win Friends and Influence People. In that book, Carnegie wrote, “Remember that a person’s name is to that person the sweetest and most important sound in any language.”1
Names can be used in many ways. They can be used to pleasantly surprise the customer, like when a regular customer calls you and you spot him on caller ID. “Thank you for calling Acme Motors. This is Stacy, and how are you today Jim?” Names can be used to show the customer she is special and remembered. “Welcome back, Cheryl! How are ...
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