Remember Family Names

228983728_adb8ff532e To me, a company (or small business) really knows you when they know the names of your family members. Great companies and customer service providers remember the little things about you, your family, and so on. Essentially, they take in interest in what you do.

Try to make it a point to learn the names of your best customers’ family members. Their wife (or husband), their kids, grandkids, best friends, etc. Just try to learn the names of the people that are important to them. Use their names casually in conversation and try to mention them.

If you can do this, you will gain a lot of “brownie points” with those best customers. It makes them feel special. People love to be recognized and love it when service providers know little details about them and the things that matter to them.

A general goal of your customer service interactions should be to learn about the customer on a more personal level than their name, telephone number, and email address. Any information you can get to personalize the customer service experience and make the customer feel special is good information.

For more on the subject, see these posts at Service Untitled as well as this great one from Glenn of AllBusiness Customer Service. This whole posts reminds me of a terrific article I read about great bosses in Inc. Magazine. Great bosses pay attention to and know about the little things. So do great customer service providers.

Photo courtesy of notme2000.

2 Responses to “Remember Family Names”

  1. Ankit said:

    Nov 17, 07 at 5:19 pm

    Large businesses can do this despite their large size – just document everything you know about them in the internal databases. If I call up American Express and you know my mom or dad’s name, ask how they’re doing. It’s as easy as pulling up weather for the customer’s location and saying something relative to the weather they’re having.

  2. Service Untitled said:

    Nov 20, 07 at 6:12 pm

    Ankit,

    Exactly. Documenting things is critical. It isn’t hard, but for it to work, documenting everything does have to be something companies think about (and do) on a day to day basis.