Select Page

It`s not enough to post a customer service rule or policy on the site, they need to be part of the culture and each person needs to know specifically how to create great experiences. Contact us to find out more! While this “rule” was originally intended to be used by customers, the concept of bringing it in-house is a powerful way to set a positive tone and example in your workplace. This is especially important for management and leadership to show how this is done. If they don`t, you can`t expect other members of the company to do it either. You can also customize the rule of 10 and 5 according to your needs. For example, I like to use the rule of 20 and 10 to accommodate even more people. Why is the rule of 10 and 5 important and effective? Because it reminds you to walk with your head held high while looking for opportunities to serve. This creates a “customer service area” around you that makes you more accessible and can make you find an unexpected service opportunity. Today, I`m going to share two rules of thumb on how to interact face-to-face with customers while they`re in your business. Note that the following descriptions, as well as the formulas themselves, are summarized here from my previously published writings. If you want a print-ready copy of these forms for your office, please write to me here. Teams did so much to show they were committed, and sometimes that was what DP High School baseball coach Mike Barefoot called “fake chatter.” “Our 15/5 rule is something we practice both externally and internally,” said general manager Zach Curry, 44. When I was first trained in customer service at Hyatt, they taught us the 10 and 5 rule as part of our principal training.

The rule was a rule of thumb that if you really adopted the practice, you would put yourself on the right track to provide exceptional customer service and be a great teammate. When Hyatt presented it to me, I tried it and loved the response I received both with the other employees and with the customers who paid my bills with the tips they gave me. At Walt Disney World, the rule is taken a few steps further by describing what should happen when a Disney “actor” is close to a guest with Disney`s seven service guidelines: 1. A warm and sincere welcome. Practice the 10-5 rule. At 10 feet, confirm the customer with eye contact and at 5 feet, greet the customer with “Hello/afternoon/evening” and a smile. Use the customer`s name after it has been provided whenever the opportunity arises. “Last year, as an organization, we really energized it. We`ve made it our rule of the year and put a lot of emphasis on it to make sure every guest is recognized and to thank them for choosing us. This rule has been so important in my life and it has allowed me to engage effectively with people and the world around me every day. The rule requires that I be aware during my day and the interactions available to me.

Sometimes I wonder about a day when I`m not dealing with the world around me – trapped in my digital bubble – sometimes I have to stop and remember this very important rule of personal commitment. I have to put my bellboy hat back on. Hospitality 101 comes with a variety of acronyms and customer service rules that can be applied in any business where service is a key part of the experience. The “ten-foot, five-foot rule” is generally considered a front-line strategy, only for customer-focused employees. For those who may not know what I`m referring to, the rule, if you want to call it that, is really a simple strategy: rarely, however, does someone talk about this “rule” applied to the internal customer. By the way, many typical front-line customer service strategies can be easily applied to the internal customer. Imagine that everyone you work with greets you every morning when you come to work. Or they smiled at you every time you walked past them.

Think about the positive atmosphere this could foster in your business. Think about the energy that would be created if everyone were just a little kinder to everyone they met, clients and colleagues.