Service quality

Service quality

Tuesday, 30 December 2014

The 10/5 Rule

One of the more powerful behaviors you can adapt is the 10/5 rule. It's something that has existed in the hospitality industry since the beginning of time, and yet it's surprising that it is not used more fully in all types of organizations.

Whenever you pass someone(employees or customers) within 10 feet of you, it is your responsibility to give this person eye contact and a smile. If you pass within 5 feet of someone, then you offer a personal greeting.

Is this a cultural behavior in your organization? So often I observe organizations with people passing one another, heads angled to the floor, or eyes on the phone, no eye contact or greetings. And yet, we then expect the frontline of the organization to go out and be our face to the customers. How unfair and unrealistic is that expectation? When one embraces an attitude of service, it's lived 360 degrees, and without boundaries as to whether it's internal or external.

Most of us have had the experience in a fine hotel or restaurant where these greetings are standard. Immediately you feel more welcomed, more invited, and more comfortable. When the greeting comes from a housekeeper in the hallway versus the front desk personnel, it's even more noticed because it is less expected. Can you see how this type of simple behavior would make a positive difference? If so- what can you do to begin to install it? The very first step is to lead by example.

No comments:

Post a Comment