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  • AtricleZine - Can You Use Customers' Names Too Many Times?

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    I got it. You know my name. That's enough!"

    Each point on this graph represents a single moment when a customer

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    When I worked in guest services at The Ritz Carlton, I noticed some employees had a tendency to overuse guests' names. Unfortunately, after a certain point, it worked in reverse. (Especially in conversations under 7 minutes)

    Name overkill doesn't just happen in the hotel industry - it's everywhere. Sure, we know people love to hear their names more than any word in the dictionary. But there comes a point where customers are thinking to themselves, "Alright, I got it. You know my name. That's enough!"

    Each point on this graph represents a single moment when a customer

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    names. Unfortunately, after a certain point, it worked in reverse. (Especially in conversations under 7 minutes)

    Name overkill doesn't just happen in the hotel industry - it's everywhere. Sure, we know people love to hear their names more than any word in the dictionary. But there comes a point where customers are thinking to themselves, "Alright, I got it. You know my name. That's enough!"

    Each point on this graph represents a single moment when a customer

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    >Name overkill doesn't just happen in the hotel industry - it's everywhere. Sure, we know people love to hear their names more than any word in the dictionary. But there comes a point where customers are thinking to themselves, "Alright, I got it. You know my name. That's enough!"

    Each point on this graph represents a single moment when a customer

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    es more than any word in the dictionary. But there comes a point where customers are thinking to themselves, "Alright, I got it. You know my name. That's enough!"

    Each point on this graph represents a single moment when a customer

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    I got it. You know my name. That's enough!"

    Each point on this graph represents a single moment when a customer hears his name in a short (about 7 minute) transaction. Here's how it makes him feel:

    A, nada - "They didn't even use my name once. I don't feel valued."

    B, once - "Ahhh...the cashier said 'Mr. Lynch.' Man, you gotta love this store."

    C, twice - "Whoa! Two times! This salesman has a great memory. Now that's what I call service!"

    D, thrice - "Alright (mild chuckle) - I got it. You know my name. Thank you very much

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