Recognising returning customers

Nothing says "you’re just a number" like spelling your name to a business you’ve visited five times. Charlie does it the other way around.

When a booking call starts, Charlie quietly checks the number the customer is calling from against your contacts. A match means Charlie greets them like the regular they are: "Good to speak with you again, Emma — I’ve got your details here." No name-spelling, no repeated questions.

Unknown numbers

Calling from a new phone? Charlie asks for the number you’d be under — and if you can’t remember it, simply uses the one you’re calling from and asks your name. First-timers get the normal friendly intake. Either way the conversation stays human.