I know your name!
“Sorry what is your name?”……..I get asked this every time I visit my local gym (big chain brand). It’s frustrating because I’ve been a member there since 2005. That’s right; over 11 years and even though I see the same faces behind the counter every visit they still can’t acknowledge me by my name. I’m just a number! You know what I’m talking about and I’m sure you have a similar story.
The guy at my local coffee shop on the other hand not only knows my name but starts making my coffee as soon as he sees my car pull up. I feel like my business is valued and I’m not “just another number”. His boisterous personality and the fact that he makes a damn good coffee coupled with his excellent service make me look forward to my “morning pick me up” every day.
MBS has grown a lot over the years and today is big enough to deliver but still small enough to care. That’s where we differentiate ourselves from the opposition. I know all my customers….yes I know all of you by name…..yes it is a lot of names to remember, but I do. I encourage all the MBS staff to learn every customers name as well. Why? Because you’re not a “number”, your business is valued and because I genuinely care. We work with you to understand your business needs and the best way to service your projects; “if you’re not happy or satisfied with our service then we’re not happy!”
Your name is part of your identity and it would be disrespectful for me not to know it. We welcome you by name, talk to you and understand that you deserve to be treated respectfully and with dignity. I make myself available on my mobile after hours and any day of the week to assist you with any enquires. We try to offer a level of service that the competition can’t match and that you appreciate.
Next time someone who ought to know your name asks what your name is; tell them: “you should know it by now”. If they don’t acknowledge your comment then they obviously don’t care!
Team MBS thanks you for your support!
Fernando de Sousa