I have a favorite coffee shop that I visit on occasion. In honesty I am not a big fan of their coffee. The coffee shop doesn’t have any seating; instead the employees serve hundreds of customers a day through two drive-through windows. Sometimes when traveling for work I may go several weeks without stopping by. In that time they have undoubtedly seen thousands of customers! Yet, every time I come back they remember:
· My name
· My wife’s name
· The vehicles we own
· Our favorite drinks
· And several other details
It is for that reason and for that reason only that I continue to visit that coffee shop every chance I get!
It is no secret that people like to hear their own name. More importantly people like to talk about themselves. One of the keys to making a BIG first impression and maintaining your customer base is to listen and remember. This seems basic but it is remarkable how few businesses take the time to train their employee how to do it right! This is one of the many things that I train all of my employees and clients to do. They are all surprised by its effectiveness and simplicity. Just think about how you feel when someone forgets your name or fails to listen to what you’re saying. It is enough to drive anyone crazy! So how do you do it? Below are 10 easy to follow steps to increase your listening and memorization abilities.
· Listening
1. Mirror the individuals eye contact
2. Open body position. Avoid:
§ Crossed Arms (defensive or angry)
§ Hands on Hips (impatient)
§ Hands in Pockets (apathetic)
3. Nod your head to show that you agree/disagree
4. Ask clarifying questions
5. Summarize the key points
· Remembering Names
1. When you meet someone for the first time focus more on their name than anything else!
2. Make a name association (For example: Dr. Bush = bushy eye brows)
3. Use their name at least 3 times in the first few minutes.
4. Create a seating charts if necessary
5. If you forget their name be sincere, apologize and ask for it again.
