Remembering Names
Remembering Names
The highest level of customer service is remembering and using a customers' name. How often do the employees of your bank, dry cleaners, supermarket, gas station, or retail store remember you? How often do they use your name? I suspect you could count on one hand the number of times an employee of your credit card company, cell phone company, computer supplier or any other firm you do business with recognize you and use your name.
Firms spent millions of dollars on CRM technology. Your name is in front of their face. The problem is NO one ever says. Mr. Crystal thanks for calling. Mr. Crystal how can we be of help today? Mr. Crystal I would be delighted to take care of this for you. Before hanging up the phone do they say? Mr. Crystal thanks for calling today. We really appreciate your business.
If you walked into your favorite restaurant and the hostess said, “Hi, Mrs. Green, I haven't seen you for 2 weeks. Welcome back”. How would you feel? If the waitress said “Mrs. Green, so nice to see you again, do you want the usual”? How would you feel? When you pay your bill does the employee say? “Mrs. Green thanks for coming in today. Don't wait so long to come again.” How would you feel?
About 80% of customers are repeat customers. There is no good excuse for not remembering and using their name. If you master this skill, your employees will also develop the skill. You will create a loyal following. If the employees in your organization master this skill you will dominate your market. Sales will increase. The recession will be irrelevant. Regardless of the state of the economy, there is a huge amount of business available for firms that provide awesome service. For organizations that want to WOW the customer. While good service is appreciated it will not create loyal customers. You must exceed your customer’s expectations on a daily basis.
The most important employee in every organization is NOT the CEO. It is the front line employee. These individuals are your face. If they are sharp and well trained you are in good shape. If you have half dead employees you will lose customers.
We have introduced our new program, Remember Me. It is implemented in 2 sessions of 2-3 hours each spaced one week apart. The program is available in English and Spanish. Feelings, our key stone customer service learning program , teaches people to use a customer’s name. However, we wanted to create a learning tool that would have greater depth, a program that would fine tune the art of using a customer’s name.
Remember Me is best implemented in groups of 10-15 participants. Mixing employees from all positions allows you to improve employee morale and internal communication. To make an impact ALL employees must go through the training. From the CEO, to the security guard and the janitor. We provide a 163 page user friendly leader guide and 2 DVD's totaling 43 minutes. Each employees gets a participant kit which includes a 101 page 6" x 9" soft cover participant book, certificate of completion, Remember Me technique card and a Remember Me performance standard that allows you and the employee to measure the behavior change.
There are 3 reasons employees do not use a customer's name.
1. Indifference
2. Fear
3. Lack of training
Remember Me will help you overcome these three obstacles.
We have a complete money back guarantee. After you have trained your employees with Remember Me if you are unhappy with the results just return the product for a complete refund. No time limit. In 37 years we have had only 2 returns of product.
Start now. Learn how to create a customer experience that will turn on your customers. Contact us to learn more about Remember Me and how to view all its components via the internet. Call us at 212 362 5215 or e mail info@communicationstrat.com
Contact: David Hellman (info@communicationstrat.com)
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