Final answer:
Associates are encouraged to use a guest's name three times during any interaction to create a personal and memorable service experience.
Step-by-step explanation:
Associates are encouraged to use the guest's name at specific points during an interaction to create a personable and memorable experience. While the exact number of times may vary depending on the company's protocols, it is a common practice to use the guest's name at least three times throughout any interaction. Using the guest's name creates the impression of personalized and attentive service.
For example, associates should first use the full name when initially addressing the guest. Subsequently, the associate can use the last name to maintain a respectful and professional approach. As often as possible, the author's name or in this case, the guest's name should take precedence over pronouns to maintain clarity and personal connection. Correct citation practices also dictate that the full name be used upon the first mention, whereas the last name is sufficient for subsequent references.
When writing professional communications or performing services, it is crucial to balance the frequent use of the guest's name with a natural conversational tone to avoid the interaction feeling mechanical or insincere. Associates should endeavor to incorporate the name organically at the beginning, in the middle, and at the end of the conversation or service.
Ultimately, the evaluation of intention vs. execution is important. Associates must ensure that the use of the guest's name is executed in a way that genuinely enhances the customer experience without seeming forced or repetitive.