The Importance of Using Names
Foxie knows that when a customer likes you they will continue to do business with you. If they don’t feel that bond, they will take their business elsewhere. Think about your own life experiences. If you walk into a bar and the bartender ignores you and makes you wait to take your order, then when they finally do come around and there is no small talk at all, you feel like nothing more than a business transaction.
But when the bartender approaches you as soon as you sit down and introduce themselves and ask your name, that makes you feel welcome and that you will be taken care of. The same should apply to your business.
Everyone wants to feel known. People want to believe that the people in their lives are thinking about them and understanding their wants and needs. That reminds me of a catchy theme song from one of my favorite old TV shows:
“Sometimes you want to go
Where everybody knows your name
And they're always glad you came
You want to be where you can see
Our troubles are all the same
You want to be where everybody knows your name”
When you go above and beyond to make your customers feel seen, heard, and cared about, it will have a positive impact on their overall experience and your company’s bottom line.
Educate yourself on the user’s background and history before a call, and integrate that into the conversation. I have a notes section on my clients, based on previous conversations we have had.
I keep track of any small talk we may have had: a vacation they are planning, kids or pets they may have mentioned, a favorite sports team, etc. By mentioning something that a customer had previously told you, it shows them that you were listening to them and that you care about them and their business.
When you return from placing someone on hold, don’t just jump right in where you left off. Do not return to the call with an annoying “Hello, are you still there?”. That reminds them that they have been on hold for an extended period, and seriously... where else would they be? You should always make sure to say “Thank you for holding _____(name) and I apologize for the delay. Here is what I have found.” This will make the customer feel like you understood their issue and that they are important to you.
It all comes back to common courtesy. Speak to others the way you would like to be spoken to. Always be polite and professional, while also being friendly and “human” Think about your personal experiences with customer service and what annoys you, then fix that and make sure it doesn’t happen within your business. Treat others as you like to be treated.
When you do that you will develop a very loyal customer!
Are you ready to drastically improve communication with your customers and employees?
Allow us to introduce FoxieEngage.
Foxie has developed FoxieEngage, which is a single platform that gives you the ability to chat, respond to social media questions, text, talk, and communicate with your staff, customers, and vendors…all on their terms and in the way they choose to communicate with you.
FoxieEngage is what your business needs and what your customers and employees have been yearning for.
Be more engaged with your customers and employees...call us at 866-BE-ENGAGED (866-233-6424), text START to FOXIE (36943) or if you prefer just shoot me an email at mdaudfar@foxie.com.
We are looking forward to engaging with you soon!
