Call me by name please.

I realized something interesting at the fitness center this morning.  One of the trainers was there early to workout.  He knows almost every 'regular' patron by first name. And sometimes knows a few details such as spouse's or kids' names, etc.

It always feels good when he walks by and says "Hey Jenny" - actually using my name instead of just "Hey".

So this morning I noticed something interesting.  He spoke to me and several other people he passed on his way to the back of the room.  Everyone he spoke to seemed to perk up just a bit. 

Thinking of other times I've watched him interact with patrons, I've noticed the same thing.  When he speaks to someone, calling them by name, they perk up.  Their workout seems to get just a little more energetic or they have a new smile on their face.  It's really noticeable if he stops and chats with them. 

I've also seen him stop and speak to people he didn't recognize.  One lady in particular.  She was visiting relatives and staying a local hotel.  The hotel and the fitness center have a deal where hotel guests can come workout.  I heard him telling her he didn't recognize her and ask who she was.  She told him she was a guest from the hotel. 

Then the fun began.  He asked her about her relatives and where she was from.  He offered to show her how to use any of the machines.  And just chatted for 4-5 minutes. 

That's all it took. This lady, who didn't know anyone in the place, suddenly 'looked' like she had been coming there for years.  Her demeanor changed, she looked comfortable, she stood a little straighter, she had a smile on her face and she started chatting with people around her.  It was nice to watch. 

I'm not sure if he's doing it on purpose, or if it's just his nature to be "personally friendly" with people.  But he seems to have a perfect way to make his patrons feel welcome.  And in a gym, that is not always easy!

Now I wonder, if we all treated our clients/customers the same way, would they feel more welcome, and even "wanted"?  I know I like to be called by name. 

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