pleeker - 9:53 pm on May 28, 2003 (gmt 0)

I also avoid the use of titles after names on the contact list. "Chuck Wilson - Sales Department Manager" doesn't appear nearly as friendly as "Chuck" does. People want to talk to people when they call, not titles.

I do agree with the idea that "Chuck" is more approachable than "Charles", but I don't agree with the suggestion above to avoid using a person's title when trying to encourage people to take action with a phone call.

If all I see is "Call Chuck to order", my assumption is that Chuck is probably a minimum wage grunt who answers the phone and probably can't do much more than take my name and credit card information.

If I see "Chuck Wilson - Sales Department Manager", wow -- here's a guy who has some clout, some authority, and has the knowledge to answer my most difficult questions -- or can quickly find the person who can.

I'd much rather speak with a manager than a grunt, wouldn't most people? So why not include that in your copy to give customers confidence that the person they're calling is a can-do person.