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ah one of the quickest ways to connect with a customer is to use their name if your customer tells you their name make sure you repeat it straight away saying the name out loud in grains it in your subconscious then look for a couple of opportunities to work their name into the conversation over the ensuing few minutes taking care not to overuse it if someone has an unusual name or you perhaps werent able to understand it when the customer introduced themselves I ask them to repeat it I missed your name can you repeat it for me please but if you still cant understand it ask them to spell it for you as having them repeated a third time may frustrate or anger the customer oh and if having noted their name you later forget it you might be able to discreetly ask a third party Ive forgotten your mothers name its Sara if you cant remember their name and theres no third party to ask simply be honest with the customer apologies I forgot your name of course if the customer hasnt told yo