It was about 5 am in our home when I heard my wife exclaim from the exercise room, “She called my name!” I dashed over to the exercise room where she was doing a workout class via the Internet. The instructor was leading the participants through various stretching and muscle-building exercises. Normally, the instructor in these classes shouts out generic things like, “You can do it!” or “Three more!” or “Let’s go people!” But on this morning, the instructor could see that my wife Shelley had registered for the class. The company had created a system for the instructor to see all the participants’ names. My wife was ecstatic when the instructor exclaimed, “Good work Shelley!” That’s when my wife shouted down the hall to me, “Honey, she called my name!”
Hearty congratulations go to the Echelon company for creating a product and service that recognizes their customers by name. Truth be told, many companies are getting into the swing of this. When you sit down at the Canlis restaurant in Seattle, you’re greeted by name. Ritz Carlton team members greet you by name, and good nonprofit fundraising letters use your name instead of “Dear friend.”
What about your firm? Do you call your customers by name in a way that delights and surprises them?
Customers love to hear their name, but so do your team members. Do you call your employees by name, or do you say, “Hi friend” or “Hey buddy” or “Hey girl!” Now that I’m meddling, let’s go one step further: do you know your team members’ spouses’ names? Friends’ names? Kids’ names? It’s part of loving people the way Jesus taught us to love people; by caring deeply for who they are.
When we remember and use a person’s name, we’re saying they are important to us. People feel more respected and valued when they hear their name. A 2006 study discovered that there is unique brain activation when a person hears their own name.
Famed author and motivational speaker Dale Carnegie said, “A person’s name is, to that person, the sweetest, most important sound in any language.” God understood that principle a few thousand years earlier when he inspired John to write in the Bible, in John chapter 10, verse 3, “He (Jesus) calls his own sheep (that’s you and me!) by name.” The Old Testament prophet Isaiah (43:2) writes, “Do not fear, for I have redeemed you; I have called you by name, you are mine.”
Take a moment and imagine standing face to face with God. Then envision him saying to you, using your name: ______________, you are mine.” You may even want to say that over, and over, and over again if you’re feeling a bit down today. Then, when you’re all topped up with the security and contentment of God’s love, head over to one of your team members’ desks or workstations in the shop and say, “_________, thanks for investing your time and life here at XYZ company. I appreciate you.”
Turns out that using our name is important to God. It’s how he works. What about you? As the new year begins, consider using team members’ names and learning the names of those closest to them. It’s sure to bring your team closer to you and your firm.
About the Author
GREG LEITH
Greg Leith is the CEO of Convene. He was born in Canada and lived in all four corners of North America. His career spans over 35 years of senior leadership roles in corporate, non-profit and academic sectors. Recently, he served as Director of Strategic Alliances for 13 years at Biola University in California.