Impeccable Rapport

Customer Experience Tip #932

Whenever possible (and appropriate), get on a first-name basis with your customers. An easy way to do this is to ask, “Do you prefer I call you John or Mr. Smith?” The customer will almost always give you permission to use their first name.




  1. Louisa Jaffe says:

    A great practice. However, I practice this the opposite way by not presuming that a first name basis is indicated. Respectfully, I address my customer as Mr/Mrs/Dr etc. and nearly always they will say, “Call me Joe” “Call me Maxine”. When I don’t force familiarity, it comes about naturally. For me, this approach leads to a stronger and mutually respectful connection.

  2. If you have an approach that is working for you, Louisa, that is great.

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