Use Names and Sell More:
I have wondered many times, why few things sell more than the others. There are hundreds of television brands in the market, but why did I go in for a particular one. My mind throws up a myriad of reasons – quality, appearance, performance, after sale service, price etc. Many times I have not bought the product because of any of these factors. Sometimes I just did it because the sales man there knew me, and took the burden of taking a decision for me, on my behalf, keeping in mind my specific requirements.
But is it possible to know every client of yours? The answer is ‘Yes’ if you have an innate desire to excel in your field and a deep interest in your customers profile and requirements with a genuine desire to help, you can develop this talent. An easier way however would be to know the clients name and address him by name repeatedly throughout your conversation. There is nothing sweeter to one’s ears than one’s name, as when you get addressed by it you feel welcomed. This is much better than the impersonal “Sir or Madam”. It is another great method of expressing recognition and warmth that can give you a clear edge over your competitors. If you use your guest’s name more often than in the past and more often than your competitors, you should find better brand loyalty and increase in occupancy.
People have an inherent fear while using guest’s name as the word guest holds an ordinary person to the altar of awe and reverence and using names appears to belittle it. Only through force training can you motivate your staff, right from the hall porter to your lobby manager, to use names more frequently, in a positive frame of mind.