What Words Are Music to the Ears of Your Customers?

Let's face it, some words have magical powers. Just as "Open Sesame" magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients. This month we look at the power of words to create trust, allegiance and commitment in our customers and clients.

Opening the Doors to Success

Sometimes it's the pleasant words we hear as doors are opening, that make a difference to customers. For Nancy Graham of Berkeley Heights, New Jersey, who comes to San Francisco four times a year, it's the words "Welcome Back to Campton Place Mrs. Graham, we've missed you!" that make her feel special. Then the hotel doorman inquires about her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco.

Whether customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It's neither hard nor expensive.

Missing in Inaction