She just goes about her work like a robot. Cassie serves me nearly every week so I decided a while back that instead of just placing my order, that I would start to use her name- either when I greeted her or when I said goodbye. I also decided each week I would ask her how she is feeling and how things are with the baby.
I saw a robot transform. When she sees me each week queuing for my Pita Pit, she flashes me the biggest smile. I only see Cassie for probably less than 10 minutes a week. She knows what I order as I know how she's doing. While she's making my order, she tells me how things are going. We chat for probably 2 minutes. Today, the 'Pita of the Day' had changed which I usually get for my husband. She said 'no problems, we can just do the usual at the same price if you like. Cassie is great, she always puts extra tomato in at no extra cost- she knows I'm a good customer and I treat her with respect. I told her not to worry about the new Pita and I'd try the new one and report back next week- with a twinkle in my eye and a little wink! She gave me my order and I said- "thanks Cassie, have a great week" and left, I glanced back and saw the smile on her face. I left feeling happy too.
I thing is, I don't have any reason for knowing Cassie's name. I don't have children and don't know that much about pregnancy, but I took the time to ask how she's been. I saw no-one else do this in the queue. It made me feel positive for simply knowing I knew her name and asking about a random stranger.
I often wonder why as humans we struggle to treat others with humanity. I've certainly worked out that you get what you give. If you want to be ignored at Pita Pit, then Ignore the people who serve you. Pretty simple really. If you do the minimum, then they probably do too.
The reason I've learnt that names are important is to connect with people. I also try to learn at least one personal thing about that person so I can connect on an even deeper level. As many of my blog readers know, I have multiple jobs. In my Pilates classes, I try to remember peoples names so I can connect with them on a personal level. I use their names at the start of the class and sometimes point them out by name when they are doing things properly or well. If I greet someone with a hello 'Agnes', they usually smile right back at me. I feel warm and happy myself and it creates a connection.
In my business world, I've learnt through my years in Sales that knowing someone's name and something about them is a vital Sales strategy. Again- people buy of people who just happen to work at companies. I've also learnt that people are more likely to buy off people they connect with. I deal with a lot of people trying to sell me things and to be fair most of them don't care about me as a person, they just want their commission. I get annoyed and frustrated and lose respect for these people rapidly. Just think if they bothered to learn one thing about me, they might have been able to connect on a better level.
I've watched previous leaders in companies I've worked for admit they don't even know their staff's names, let alone anything about them. Just imagine what its like working for a company like that!
I always try to make a point about knowing something about my team. Perhaps its what they are studying at Uni, maybe its discussing the sort of cakes they are baking, perhaps its talking about their new flat. Connecting with people is vital. Simply put, it builds better teams.
I've certainly learnt that knowing someone's name is a vital part of my day, I just wish I had the capacity to know everyones names I deal with in a day- I could add so many more smiles into a day for both them and myself! I challenge you to do the same and see how it changes the way you feel and makes others around you feel.
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