I walked into the dry cleaners. Nobody was around. I tapped the bell.
A woman emerged from the rear carousel conveyor. “Ahhh, don’t tell me,” she said. “Franke with an E, right?”
“Yes!” I smiled. “You’re good.”
It was the same woman that had been there the last several (probably six) times I had visited. And each time, she recalled my name.
We had a minor chat about sushi and floral Hawaiian shirts. I stood, amazed that she pegged me from afar with a quick glance. My sunglasses and Phillies cap seemed to disrupt her memory for just a micro moment. There were no reward cards to swipe, QR codes to scan or any other disruptive consumer tech — just time for an actual conversation and a large, pink receipt to pick up the clothes, a crinkly nostalgic method of remembrance.
Sure, she knew that I was arriving at some point during the week and likely had a list of people in mind, but I’m just one of many regular office dudes stopping in there to get their shirts cleaned.
This verbal personalization amplifies an employee to top-tier. If all goes well, the desire to leave a Google review grows and puts that person in the spotlight, on a pedestal, on the red carpet.
At restaurants, when the bartenders or waitstaff remember your name, it’s as if you’ve arrived at a new echelon of customer service. You’re beyond the barricade of dull greetings and weather chitchat. You’re in the know. The customer experience has entered a realm of new ease and familiarity. If your position is front facing like this, it’s a true skill to rattle off first names and remember preferred cocktails.
Conversely, if you don’t remember frequent return customers, it can be a put off. You don’t remember me and the 35% tip that I left two weeks ago? You don’t recall the long conversation we had about Victory Brewing Company?
When you’re seated and the waiter asks if it’s the first time you’ve ever dined there, and you were there a couple weeks ago chatting with him about your pets and recent trip to Brazil, it can be a cringeworthy experience. I never take it personally, but wonder, my God, I must have been such a drab, boring person that night.
Years ago when I lived next to North Third in Northern Liberties, some bartenders would see me enter and start pouring my usual. I had become a Norm, a local regular whose desire to chat with strangers made it simpler for all.
Whether you use mnemonic devices with alliteration (like Loud Little Lucia) or just have an outstanding memory, you can improve customer relations and promote positive associations with these potent skills of connection.