The hospitality industry has a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive, and upbeat greeting within 5 feet of the guest. A warm, positive, and upbeat greeting can be as simple as “Good Morning”?”
Recently, while having dinner with my wife at a relatively upscale restaurant, I asked for some bread for the table. The waiter, without hesitation, responded, “No worries,” and left to retrieve a fresh loaf of bread—or so I thought.
There is an enemy among us. It compromises our relationships, results in lost business, produces poor quality, and leads customers to be confused, angry, and want more. The enemy is “okay,” and it is alive and well in our marriages, friendships, businesses, governments, schools, and even in our churches.
Each day, we hear the word “love” spoken in many different forms and in many different contexts. Southwest Airlines speaks of “Luv” with airline vouchers, customer service and their NYSE stock symbol, “LUV.” For Subaru, “love” means being more than a car company. “The Subaru Love Promise” is their vision to “show love and respect to all people at every interaction with Subaru.”
The hospitality industry has a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive, and upbeat greeting within 5 feet of the guest. A warm, positive, and upbeat greeting can be as simple as “Good Morning”?”