I recently had the pleasure of conducting a concierge training program at the world-class Auberge Resort, Palmetto Bluff, where I was impressed by the way the concierge added a more personal touch to a standard greeting. Whenever she would phone a guest, she would say, “ Hi, this is Pat, your concierge.” In all the years I spent as a hotel concierge, I always referred to myself as “Holly, the concierge.” What a difference! By using the pronoun your, instead of the article the, Pat was able to personalize the exchange right off the bat.
I spoke to my friend—a fitness professional—about this experience, and as it turns out, she’s always made a practice of this. When phoning her clients, she introduces herself: “This is Lin, your personal trainer.” Lin is also a writer and understands how a simple choice of words can make a significant difference. She can feel it lift the “vibe” of the whole conversation and send the message that she is personally and loyally dedicated to serving her clients.
These experiences reinforced what I’ve always known: Language and the words we choose are so very powerful. I loved learning that little trick, have filed it away, and thought it valuable enough to pass along to my readers.
How can you adapt it to your business or profession? Try it and let me know if it makes a difference!
Holly, Love your blog, by the way!!
As you know, I work at an online university as an enrollment advisor. I talk with individuals interested in pursuing a graduate degree. Attending school online is still a new concept so in order to personalize and ‘put a face’ on the phone call I always say “This is Marylou and I am your personal enrollment advisor.” Those two words – ‘your personal’ – seems to put people at ease and also affords them the assurance that they have someone that belongs to them ‘on the inside’. Good customer service — hmmmmm,,,,,wonder where I learned that? …ml
HI Holly, I love your new look – it’s YOU!
While setting up for the first concierge desk at a Hampton Inn, I have started a “Notes from YOUR concierge” email that I send every so often to my colleagues and soon to my Hhonors guests. I am happy to serve all who request my help and that includes everyone that I work with.
There are several corporate clients who contact me directly for reservations and whatever needs they have and simply placing the word “YOUR” in the subject line is the personal assurance we all desire but so often miss from service providers.
I look forward to sending you my personal invitation once we have our grand opening planned, here in Cleveland!!!