If you’re ever lucky enough to stay in a Ritz-Carlton hotel, you may think it’s the plush towels and comfy bedding that make the place so special. While that’s nice, the reason so many people revisit the hotel chain has more to do with service than with swimming pools. How does the Ritz-Carlton ensure that its service is consistent across the world, and that each of their employees makes people feel good? Simple - the Ritz-Carlton hotels franchised a policy called the 10/5 Way, which has made all the difference for their brand.
What is the 10/5 Way?
The 10/5 Way is easy. When a guest is 10 feet from a Ritz employee, the employee is to make eye contact and smile. When the guest is 5 feet away, the employee is instructed to smile and say “hello.” Does this make a difference? Sam Walton of Walmart and the staff at Ochsner Health System knows it does.
When Sam Walton, the founder of Walmart was in charge, he required his greeters to smile whenever they were within ten feet of a customer. It was part of what made the company so successful in its rise. People were surprised to be greeted by a person. When a person feels welcomed and thanked for visiting, they feel important.
Case Study: Ochsner Health System…Read More