Dear Debra:
I have read your book “The Fine Art of Small Talk” and have been privy to two of your programs. I’ve learned a lot, especially the importance of using someone’s name when conversing.
I recently spent a lovely ten minutes on the phone with a gentleman named Kevin. I was in the market for new floors and I called his company for a quote. Kevin and I talked about all the pertinent details including cost, time frame, expectations, and project management.
At the end of the call, I said, “Kevin, thank you so much for your time. Will you be in the showroom when I arrive later this afternoon?” Kevin said, “I will be here. Just ask the front desk for Jacob.”
Debra! I called him by the wrong name throughout the entire phone conversation! How embarrassing! Here I thought Kevin and I were forming a quasi friendship; so-called cohorts in my home renovation. I stumbled over my apology and quickly hung up. What should I have done? From, Tongue Tied in Tulsa
