Comments on: The Most Important Word to Your Customers

By: Joe Rawlinson

Joe Rawlinson — Wed, 26 Jan 2011 18:53:14 +0000

@Illiya – Great point. Everyone with whom we interact deserves to be called by their preferred name. Thanks for the reminder and example from your own life.

By: Illiya Vjestica

Illiya Vjestica — Wed, 26 Jan 2011 18:11:57 +0000

Great post Joe! Really enjoyed it, you make an excellent point about the power of a persons name.

I would also add that this is not just for customers. Suppliers and partners should also ensure they think about using a persons name correctly to build relationships properly.

I used to be called all sorts of variations by my clients, eillya, ilya, illiyia, illy (which is my nickname and too personal) etc.

I’m quite forgiving with people, but not when it happens constantly or when I’ve explained how to pronounce it. As you said this can really aggravate people and it’s just rude.

I always make sure I get someones name right when contacting them over phone or e-mail, it is just polite to do so. People should be forgiving on the first attempt though, my full name is difficult first time.

By: Julie-Ann

Julie-Ann — Sun, 22 Aug 2010 13:28:48 +0000

What a very simple, but oh so important suggestion! You hit the nail right on the head. Your piece reminds of another article I read about how very basic measures can go a long way in earning customer service loyalty. The article (http://www.upyourservice.com/learning-library/customer-service-contact/three-steps-to-welcome) points out three very simple steps to make customers feel welcome.

By: Catherine Wood Hill

Catherine Wood Hill — Thu, 01 Jul 2010 23:05:48 +0000

Thanks for a great post. A word of caution on the automated emails though – there is nothing more off-putting than when I get an email addressed to Hill or Wood, or worst of all, Cathy!! Make sure your database is accurate!!

By: Joe Rawlinson

Joe Rawlinson — Wed, 23 Jun 2010 21:21:58 +0000

@Nicole – Nice post. Thanks for sharing. Businesses should never underestimate the benefits of helping customers feel appreciated. It is such a powerful feeling and relationship builder, particularly nowadays when customers are too frequently treated just like numbers.

By: Nicole

Nicole — Wed, 23 Jun 2010 21:08:26 +0000

Using the customer’s name is such an easy way to make them feel appreciated. Surely this would lead to an increased loyalty from the customer. Check out a follow-up to this blog inspired by this post, “Hi, My Name is Personalization McPersonalization”: http://stellaservice.wordpress.com/

By: Joe Rawlinson

Joe Rawlinson — Mon, 21 Jun 2010 14:59:10 +0000

@Glenn – True. We definitely need to customize our conversations with others to be truly effective.

@Evgenii – Like you point out, using another’s name is a fine balance. A person’s name is so important that when you mess it up, you’ll immediately lose credibility and start to annoy the other person.

By: Evgenii Prussakov

Evgenii Prussakov — Sat, 19 Jun 2010 13:54:09 +0000

Excellent observation, Joe. I couldn’t agree more with the “Be careful with using customer’s names incorrectly” advice. There are probably 20 or so misspellings and mispronunciations of my name that I have seen/heard over the years (e.g. Evgmenii, Evgmen II, Evegnii, Pruffakoff, etc, etc).

Also, one more tip to add to yours: “Do not overuse the customer’s name!” Every time I call the Bank of America support line, I have their operators add my last name after every single sentence. That’s overdoing it, IMO. Especially, when it’s being mispronounced!

By: Glenn

Glenn — Fri, 18 Jun 2010 23:50:33 +0000

Whew! I thought you were going to say the most important word to a customer is “free!”

Seriously, you’re right on target, Joe. It’s also important to address the person in the way the customer wants. If a 60-year old doesn’t want the 25-year old employee to call him by his first name, the employee ought to be aware of that.