Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred

Chapter . What’s in a name?

Everything.

If you use people’s names on a consistent basis and really care about that person’s name, you could receive rewards beyond anything you could have imagined. It’s pretty difficult to get sick of hearing your own name – in fact it’s almost impossible.

The two replies to the question I ask below could be directed at anybody, but for the sake of the example the person I called was talking to me, ‘Michael’ or ‘Mr Heppell’.

Note

‘Hello, it’s Michael Heppell here. I’m calling to ask if you know when my shoes will be ready.’

Note

‘Just let me check. They are going to take about three more days, is that OK? Is there anything else I can help you with?’

Or

Note

‘Hello Mr Heppell, thank you for calling. Do you mind if I call ...