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What's in a Name (Tag)

Posted By Bob McCann, Monday, July 17, 2017

What do you think about your crew wearing name tags? If it was up to me, I would have the customers wear them too! I’m the worst at remembering names, even two minutes after an introduction. As a customer, I love it when the employees I meet are wearing name tags. It allows me to use their name, and I feel like I get better service because of the instant rapport we build. This is especially true when trying to get out of a middle seat on an airplane, into a nicer rental car or into a room with a view!

For the not so selfish, there are plenty of reasons for name tags too:

  • Ease of starting a conversation. Lack of communication is one of those reasons that often surfaces when we take a good look at an issue causing conflict at the dealership. If we can make it easier to get people talking and avoid the awkwardness of having to ask a staff member their name, it will help us avoid issues with customers and might even help us sell service or a boat.

  • Simplicity when reporting issues and problem solving for both customers and mangers. When a customer leaves the keys to a boat with the guy in the parking lot, it’s much easier to find the keys when that same customer remembers seeing Bob’s name tag!

  • Balance the playing field when talking with customers. It’s often taught to seek out and use the customer’s name during a conversation. This is done from reading the name on a credit card, warranty card, appointment card, etc. Why shouldn’t customers know employees names as well?

  • Credit where credit’s due when an employee goes out of their way to please a customer. It’s easier to tweet or post on Facebook, “Bob saved our day of fishing with his quick service to get our baitwell working before the start of the tournament” than “The tattooed guy with hipster facial hair…”

  • Deterrence and accountability. An employee who has had a long day would be less likely to tell off (or flip off) a customer if they have a name badge on. They provide deterrence and instant accountability.
Should all employees wear name tags?  Or should owners and managers be exempt? I’m always impressed when I visit MarineMax Team Support in Clearwater, Fla., where there are no customers but everyone wears a name badge, including Bill McGill. I don’t think you can tell your staff that for the above reasons, name badges are a good idea and not wear one yourself!

Name tags help to develop a genuine relationship between staff and guests. And “genuine” matters a lot to today’s customers. Rightly so.

Tags:  accountability  communication  credit  customers  ease  employees  name tags  sales  service  team 

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