Small Talk

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188 . the fine art of small talk careful, you might be viewed as a snob if you are not the first to say hello. People often go back to their favorite restaurants because the host greets them with a sincere smile, looks at them directly, and welcomes them with warmth. My husband and I go to our favorite restaurant—and bring our friends there, too—because the wait staff, the host/hostess, and even the owner take the time to make us feel extra special. • Use the person’s name in conversation. You are more likely to get special treatment by using the person’s name. When you call to clarify a credit card billing, for example, say: Joe, thanks for taking the time to help me with this question. That makes Joe feel his role is important. If you don’t know someone’s name, take a moment to ask, and then repeat it. Be sure to pronounce it correctly. And never presume your conversation partner has a nickname. My name is Debra, not Debbie. I don’t feel good when people call me
feel-good factor . 189 Debbie. It’s a little thing that has big importance. • Show an interest in others. In response to our high-tech environment of e-mail and fax broadcasts, we need “high touch” more than ever. That’s what you create when you show an interest in the lives of your customers/clients/patients every chance you get. • Dig deeper. When you engage in a conversation, don’t leave it too quickly. If your customer/client/patient mentions her vacation, pick up on the cue and dig deeper. Ask where she went, what she did, what the highlight was, if she would go back. You’ll make her feel good about her life and about taking time with you. Always follow up a question like How’s work? with What’s been going on at work since the last time we spoke? This way he or she knows you really want to hear about what is going on with work.
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Contents Preface ix chapter 1 What
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Preface When I first got into the b
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preface . xiii commentary on some f
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2 Get Over Your Mom’s Good Intent
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6 Hearing Aids and Listening Device
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Small Talk

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