“So, knowing each team member’s name is not just a thing to do that seems nice?” I had been talking to Ernie about his team. Remembering names was serious business for Ernie.

“No, I mean, I am probably pleasant enough,” responded Ernie. “But being able to call someone by name gets their attention. I believe it actually changes the way they feel about themselves. And quite frankly, the way I feel about them has a lot less to do with their attitude than the way they feel about themselves.

“I can give my team a bunch of pep talks and motivational speeches, but nothing has the punch, nothing makes the connection more personal, than being able to call someone by name.”