In Customer Evangelist, Customer Service

Donald Kelly, The Sales Evangelist Podcast, Customer RetentionHave you ever experiencing talking within someone and 5-10 minutes down the conversation, you actually don’t remember their name? Imagine this scenario with your client, asking what’s their name at the end of the presentation. How would this make them feel?

Today, I’m going to share some strategies to make that personal connection to make them want to come back to you and buy from you over and over again.

Remembering People’s Names

This is one challenge I have had or I’m still facing sometimes especially those I have just met. A quick backstory…

I went to our local dry-cleaner and then we moved but I still go back to the same place. Why? Because of Angelo, the owner of the shop, makes his customers feel special. He is so old, maybe in his 80’s. I’ve never had any conversation with him but he remembers my name.

So instead of making me look at him as just a dry-cleaner, he made me look at him as my dry-cleaner. This guy remembered my name after not coming to him for so long. And that made me feel important.

It’s a Focus Issue

If you relate this to sales, sometimes you get on the phone with people and you see their name on the list and then a few minutes after the conversation, you no longer remember the person’s name so you’d have to go back to look at the sheets or online or your CRM trying to figure out who you’re talking to.

It’s not about you having a bad memory but this comes down to a focus issue. We tend to not focus on the individual and a lot of times as a sales professional, we see the person as a dollar figure. So we don’t think about the individual behind it.

So I’ve come up with strategies to make sure you remember individual’s names:

  1. Focus on the individual.

One primary reason we can’t remember names is that we are not focusing. We are easily distracted so we don’t have that long attention span. Put your phone down. Focus on what they’re saying.

  1. Listen.

Because we’re too distracted and we’re focusing on something else, we don’t listen.

  1. Make some connection.

Maybe the person looks like someone else you know and makes that connection. Or is there something else that you can associate with that individual? Like a place or a name, you can remember from middle school. Whatever that is, find that commonality.

  1. Motivation

What is your motive behind knowing this individual’s name? What if you were asked to memorize someone’s name and just that? Well, you might say you can’t remember it. But what if you were asked to remember someone’s name and you’d be given $10,000 for it? Then your motive would totally change, right? You’re going to remember. You’re going to focus. You’re going to write it down in your mind. All because you want to get that $10,000. So what’s the motive behind you meeting with someone?

  1. Repeat the person’s name.

When they introduce their name to you, say their name too and this helps you memorize their name. Then you can also repeat the person’s name during the conversation.

Today’s Major Takeaway:

Focus on the present. Focus on the individual. Turn off the phone. Repeat the individual’s name and associate with something. Remembering somebody’s name shows them that you respect them and you appreciate them. And that goes a long way.

Episode Resources:

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