The Ritz-Carlton hotel brand has become synonymous with "five-star" customer service. It's not just because of their plush towels or large swimming pools or comfortable beds. It's because the Ritz does business according to a simple code of service: make the guest feel valued, and exceed expectations. Most people don't know the secret ingredient in Ritz's sensational service: they franchised a policy called the 10/5 Way, which turns out to be the perfect example of how to transform an organization through positive inception.
The 10/5 rule is adopted by companies like Walmart and hospitals in various new ways. It can be used with customers however, internally in the workplace this can also increase work relationships and collaboration.
It involves just a few simple behavioral rules that all staff is trained to follow.
What steps to take for the practice
If a guest walks by an employee within ten feet, the employee should make eye contact and smile.
If that guest walks by within five feet, the employee should say, "Hello."
Embed this into your onboarding, personnel guide, and other policies if needed.
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