Hey, Remember Me?By Sara McGuyer • Jul 8th, 2010 • Category: Analysis
I went to my bank, Marshall & Ilsley in Broad Ripple, the other day and something really strange happened. There was no one else in line and the two tellers were finishing up with their previous transactions. One of them looked up at me and said, “Hi Sara, I’ll be right with you.” WAIT – what? She used my first name? Which she obviously remembers from previous visits?
In a time when “personalized” is often achieved by an automated feature, like when your name is added to a letter via mail merge, this really floored me. I wondered, did the teller do this on her own? Or was it a part M & I Bank’s training and customer service policy to use the customer’s name if known?
It reminds me of erwin, one of my favorite restaurants in Chicago. I haven’t lived there since 2005, but when I did, I dined at erwin once every couple of months. I like to make it back there for dinner when I’m in the city, mostly because I love the food and seasonal menu. It doesn’t hurt that the same host has been there for years, he always remembers me and we have a nice chat. Even though I haven’t lived there in 5 years! I can’t imagine how many people have passed through the restaurant’s doors.
This is one simple thing you can do that won’t cost anything extra to do business – integrate remembrance into your customer service. It makes people feel good when you remember them.
Image Credit: mprinke