It’s been said that the sweetest sound you can hear is your own name. I’ve been a long-time advocate of using people’s names anytime I’m in a customer/service provider situation.
Let me tell you, the bartenders at Pappa’s Burger in the Southwest terminal at Hobby International airport in Houston have this courtesy down to a science.
As soon as you sit down, they greet you with a smile. ✅
They ask you how you’re doing and reciprocate when you give them an “I’m good. And you?” ✅
Then, as soon as you order your drink or food they ask you for your name. As soon as you tell them, they introduce themselves (as a team)
“Nice to meet you, Sean. I’m Maria and my partner is Angel. Let us know how we can help you.”
And then, very subtly, they write your name on the back of their order ticket. Their names face you, so you remember, and your name faces them.
“You doing okay, Sean?” asked Maria.
“Can I get you another beer?” says Angel.
They aren’t smothering, but you never feel unseen.
Each time, it pulls your attention from your mobile device or conversation you were having with a fellow patron just enough to make you feel like a person and not a faceless traveler.
I was chatting with Tasha (a fellow traveler heading home to San Diego) about how “undercover” it was but also how effective. She hadn’t even realized it until I mentioned it.
“I wasn’t sure how you knew my name but you’ve used it a few times since we started talking,” she said.
“I heard you say it to Maria,” I responded. “Now that we seem to be friends, it only made sense to me to keep using your name”
Everyone seemed to feel “at home” with Maria and Angel behind the bar. And maybe that’s the point.
A simple question – “what’s your name?” and without any hesitation, it’s more than two strangers that might not ever see each other again; it’s two human beings, one headed somewhere else and the other headed home after work, suddenly connected and feeling more like acquaintances.
The next time you see someone wearing a name tag, use their name. Say it more than once. Make them feel seen, respected, and appreciated. And even if they aren’t wearing a name tag, ask for their name and use it.
Who knows, it just might be at Pappa’s in Houston’s Hobby Airport. If it’s Maria or Angel behind the bar, you’ll feel like you already know them. Trust me, it won’t be long before they know you.
Just be sure to tell them that Sean says “Hi!”