It’s really called the 10/5 rule, but since we are all practicing social distancing, it should be changed for now to the 10/6 rule.
And even during this time, it is still important to use this because if not, it doesn’t start he customer experience on the right foot.
So, what is it? It’s pretty simple, but often not practiced. Case in point.
While there are not many places to go right now, I was able to safely head to an establishment to take care of some financial business the other day. 3 staff in the building with one of them helping a customer. One staff person was on the phone, the other on her computer.
I show up and no one acknowledges me – (this is the “10” in the rule)- at 10ft. away, please acknowledge a customer or guest by making eye contact, smiling and letting them know that you see that they are there.
Yeah…that didn’t happen from any of the three staff…for about 2-3 minutes. All of them saw me, as I was only 10 feet away, and only the staff member, who was with the customer, by the way, finally looked up and acknowledged me.
Finally, after 4 minutes (yes, I timed it), the “5” in the rule happened- I was greeted and welcomed, with a smile…but with also an apology. “Sorry for the wait, how can I help you?”
Yes, they provided the service I needed, but I left there with a feeling of “they don’t care that much abut me.” “I’m just another customer to them”.
Even during these times- use Hospitality- making that personal connection with someone and practice the now “10/6” rule-
10ft. away- acknowledge the customer or guest with a warm smile, great eye contact and with a quick gesture that says I know you are there.
6ft. away- Greet them with a friendly greeting, sincere smile, and a welcome to let them know you value their business. (No handshakes at this time- sorry!)
This is a great way to start off the experience for your customers or guests, simply by seeing that they are there, right in front of you.
Bob Pacanovsky is a Keynote Speaker and Strategic Trainer
who works with organizations to attract and retain more clients and employees for your organizations to deliver The Black Tie Experience!
To learn more, and to book Bob contact him:
Call (330) 352-6084 or email Bob@BobPacanovsky.com