Sure, everyone loves hearing their name. But if you say it at the beginning of your phone, email, or live conversation, it loses 90% of its power. Save it for near the END, and it gives much more punch. It’s especially powerful with customer service people. Scribble their name on a pad when you first hear it. Then don’t use their name until the END of the communication when you can say something like, “Thanks, you’ve been a great help, Bob." (You can bet Bob is going to give you even better service now!) And using a friend's or new acquaintance’s name at the END of your conversation creates a warmer and deeper bond: “It’s been wonderful taking with you, Patricia.”

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