One of the most important lessons I learned in the hotel business is the following adage:
Nothing sounds sweeter to a customer than the sound of his or her own name.
For many, that is easier said than done. Participants in my concierge training programs are always telling me how bad they are at remembering names and asking me for helpful hints for getting better at it. Let me start off by saying that the most important step to remembering names is deciding you are going to do it. The second step is to stop saying, “I’m really bad at remembering names.”
On a trip to La Jolla, my husband Bill and I checked into a great little boutique hotel called the La Jolla Inn. (I highly recommend it if you find yourself in need of an affordable, comfortable well-priced accommodation in downtown La Jolla). The front desk agent had a name I had never heard before. She introduced herself by saying, “Hi my name is Keeta and it rhymes with Cheetah.” With that kind of introduction, I must admit I never forgot her name during our stay. She took it upon herself to make sure we recalled her name. Unfortunately, most people are not as proactive as Keeta. She demonstrated an important technique for remembering names—associating the name with a familiar word that rhymes with it.
Your memory can be triggered in a variety of ways. In fact, many names bring an image to mind. My husband’s last name is Apton, so if you imagine a ton of apples with his face you’ll remember his last name. You can also make a connection to a famous person with the same name. If you meet a Priscilla or a Meryl, imagine Priscilla Presley or Meryl Streep. Even a Sue can make you think of Sue Sylvester from the TV show Glee.
Remembering names is more an attitude than a skill. Believe that you can do it, decide to pay attention, make a point of associating the name with an image or rhyming word and I guarantee you will be personally greeting people in record time.