People love hearing their own name. It’s one of the earliest nouns we’re conscious of and hearing it actually activates certain parts of our brain. How to Win Friends and Influence People was first published in 1936, almost 80 years ago, and even then Dale Carnegie could identify how much of an impact using someone’s name could have.
At Messages On Hold we like using names. It relaxes people. From a customer service point of view, it’s a simple and effective way of building rapport with our clients.
Of course, saying a person’s name when we’re directly communicating with them is the ideal use of a name, but we wanted to find a better way of taking advantage of the name game.
Enter Shane Warne.
We sponsored Shane for a few years and loved having him on board as a member of the Messages On Hold team.
Our Managing Director Kym Illman knew having Shane associated with Messages On Hold was a fantastic opportunity to strengthen the quirky nature of our brand but he also identified a way to make our clients names sound even sweeter – by having Shane say them!
When we welcome a new client or employee to the Messages On Hold family, they get a phone call from Shane. It’s a friendly call, just to let them know they’re appreciated and we’re excited to work with them!
Unfortunately, due to Shane’s busy schedule we couldn’t have him dropping everything to make a quick phone call whenever we needed him, so Kym came up with a clever plan.
To boost our odds, we collated a list of the 500 most common first names in our database and the 300 most common surnames. Then we asked Shane to record the message we’d like to send all our clients, plus the list of names we’d come up with. Now when we welcome a new client or employee, there’s a good chance we can send them a personalised, friendly message from Shane Warne including their two favourite words!
Not only is this a fantastic way of making our much-appreciated clients and staff members feel welcome, it’s also a great marketing tool. I know when I got my phone call when I started at Messages On Hold, I told everyone that my new employer had called me and managed to get Shane Warne to say hello to me, personally! The idea is that the more you blow your clients away with interesting touches like that, the more likely they are to share the experience with their associates. Using names in a unique manner is one way we can keep building great relationships and ensure our brand continues to be aligned with quirky, fun and personal marketing messages.