The Power of a Name
Remembering a customer's name can improve your sales. However,
people in my workshops often tell me that they have a difficult
time remembering names. I sometimes think we tend to get too
hung up on trying to recall a person's name, especially if we
have only met them once. Like anything else mental, the harder
you try to remember someone's name, the more it will elude you.
However, there are a few things you can do that will help;
1. One of the most common tips is to repeat their name as they
introduce themselves. "Hi Chris, it's a pleasure to meet you."
As you introduce yourself think of a mental or visual image that
can help you recall their face. For example, if your customer
appears somewhat gruff you could say to yourself, "Chris is
cross." This process helps you connect their name and physical
appearance and can make it easier to recall their name at a
later date.
An interesting challenge occurs when we meet someone for the
first time. Many people forget the other person's name
immediately after meeting them - I know this has happened to me
at conferences and networking meetings. The reason is simple; as
the other person is introducing themselves, we are usually
thinking about our introduction and what we'll say to make a
good first impression. We think about the handshake and hope we
connect properly. And in some situations our attention is
focused elsewhere.
2. The next step is to use their name a few times during your
conversation. This will help you remember that person's name
during your meeting and for a short period of time afterwards.
An easy way to do this is to ask them a question and include
their name. Here's an example, "So, what type of business of you
in Jim?" or "Jim, what is the biggest business challenge you're
currently facing?" This approach appears relaxed and comfortable
and is a natural way for you to use the other person's name. One
important note - do not overuse their name or you will come
across as insincere and phony.
3. When you return to work record that person's information in
your organizer along with any personal or business information
you learned during your conversation. If the person said or did
something that stood out, record this information as well. As
you do this, visualize that person and repeat their name aloud a
few times. This will help drive their name further into your
memory and make it easier to recall at a later date.
4. To recall that person's name at anytime in the future
requires some additional work. You need to picture their face as
you state their name aloud several times. This should be done
several times a week for the first month and then on a weekly
basis for several months afterwards. While it seems like a lot
of work, it is an extremely effective approach and is virtually
guaranteed to help you remember someone's name. 5. It's also
important to understand that the setting will help you recall
names. For example, I can quickly remember the names of people
who attend my workshops but if I bump into them in a shopping
centre, it is highly unlikely I will recall their name. That's
because we run through our mental Rolodex trying to figure out
where we met that individual. I remember That means you should
take the time to picture them in different settings - imagine
where you could run into them and visualize what they would look
like in that environment.
6. The last suggestion is to focus on remembering the person
rather than their name. People are very forgiving about name if
you are able to recall their face. I have had people attend a
workshop and even though they participated in a previous
program, I can't remember their name. I admit that by saying, "I
recognize the face but I can't recall your name." I have never
had anyone express disappointment that I didn't remember their
name.
There is no question that it is more difficult to remember names
if you meet dozens of people everyday. However, people in these
situations seldom expect you to remember their name after just
one meeting. Also, remember that most people have a difficult
time recalling names. I remember delivering a full-day workshop
for a company and a year later conducting another program at
their annual conference. When I arrived at the second
conference, I instantly recognized one of my contacts but I did
not remember the other person even though we had met and spoken
at the previous conference. Like anything else, we can improve
our ability to remember the names of our customers and people we
meet. It takes some effort and practice but the result is
definitely worth it.