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Some hero moments don’t come wrapped in capes and confetti.
Sometimes, they come in the form of a name—spoken softly, clearly, and with intention.
This week, a colleague and I had a heart-to-heart about something deceptively simple: the power of using someone’s name in a service interaction. When you’re the customer and a provider says your name (and says it right), it lands with warmth. It signals attention. Respect. A tiny burst of connection in what could’ve been a cold, transactional exchange.
There’s something unmistakably human about hearing your name. We lean in. We feel seen.
And it goes both ways.
When a service provider introduces themselves—“Hi, this is Marcus,” or “My name is Priya, how can I help you?”—they’re offering an invitation. A moment of humanity in the script. But how often do we actually take that invitation? How often do we respond with, “Thanks, Marcus,” or, “Priya, I appreciate you helping me with this”?
When I ask for someone’s name—either upfront or at the end when I’ve forgotten it—it’s not just manners. It’s a way of saying: We’re in this together, for this moment. And when I use that name to thank them sincerely, I can feel the shift. The energy lifts. The smile in their voice returns. They stand a little taller—even over the phone.
And here’s the ripple effect: great interactions stick. Just like rough ones can shake us and bleed into the next call, good ones carry forward too. That warmth? It snowballs. One gentle “thank you, Marcus” could mean the next person who calls gets a calmer, happier, more present version of him.
So why not return your proverbial shopping cart and be kind—always?
Using someone’s name costs nothing. But it can change everything.
Hero moment of the day? Just ask for their name, use it, and mean it.
Got stories of your own on how this worked (or didn't)? I'd love to hear it- write to me
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