The Art of Small Talk: Using The Customers Name

One of the quickest ways to connect with a customer is to use their name. If your customer tells you their name, make sure you repeat it straight away, saying the name out loud, in grains it in your subconscious. Then look for a couple of opportunities to work their name into the conversation over the ensuing few minutes. Taking care not to overuse it. 

If someone has an unusual name or you perhaps weren't able to understand it when the customer introduced themselves, ask them to repeat it. “I missed your name can you repeat it for me, please?” If you still can't understand it ask them to spell it for you. As having them repeated a third time may frustrate or anger the customer. 

Oh and if having noted their name you later forget it, you might be able to discreetly ask a third party. “I've forgotten your mother's name”, “it's Sara”. If you can't remember their name and there's no third party to ask, simply be honest with the customer. “Apologies, I’ve forgotten your name”. Of course, if the customer hasn't told you their name some simple detective work on your part might reveal it. Perhaps it's written on a ticket, on a luggage tag, or on their credit card. There are a myriad of places you might find this valuable piece of information. 

One thing's for certain you'll have a better chance of discovering their name if you alert and making an active effort rather than operating on autopilot.