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Graciousness · Personalized Service
Using the guest's name naturally
Situation: Name is on the profile/screen; first and subsequent contacts
Forbes focus
Use preferred name/title when known — hallmark of Four- and Five-Star service.
Step sequence
Step 1 · First use
“Welcome back, Ms. Chen — we're glad you're with us again.”
Step 2 · During service
Use name at natural moments (greeting, recovery, farewell) — not every sentence.
Step 3 · Unsure of pronunciation
“I want to address you correctly — may I confirm the pronunciation of your name?”
Do say
- · Welcome, [Name]
- · Thank you, [Name]
- · May I confirm the pronunciation
Don't say
- · Buddy
- · You guys
- · Invented nicknames
- · Avoiding the name when clearly known
Related modules
Quarterly completion
Select your name under Staff & quarterly before marking this script complete.