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Ideas for Impact

How to Increase Your Likeability: The 10/5 Rule

December 16, 2016 By Nagesh Belludi Leave a Comment

The 10/5 Rule, also known as the “Zone of Hospitality Rule,” is a well-known guiding principle for extending courtesy to customers in the hospitality, healthcare, retail, and other service industries. The rule instructs,

  • Whenever a staff member is within ten feet of a guest, the staff member must make eye contact and smile to greet the approaching guest.
  • When a staff member is within five feet of a guest, the staff member must also look the guest in the eye and acknowledge him/her with a salutation such as “Hello” or “Good Morning, Mrs. Smith.”

Many companies have adapted versions of the 10/5 Rule to improve friendliness, customer-service, and responsiveness. As I’ve written in a previous article, Walmart’s iconic founder Sam Walton instituted the ‘Ten-Foot Attitude’ and said, “… I want you to promise that whenever you come within 10 feet of a customer, you will look him in the eye, greet him, and ask him if you can help him.” At Disney theme parks, “cast members” are encouraged to make eye contact, smile, greet, and welcome each guest as part of Disney’s famous “Seven Service Guidelines.”

Courtesy is an Influence Technique

'How to Win Friends & Influence People' by Dale Carnegie (ISBN 0671027034) As expounded in Dale Carnegie’s classic self-help book How to Win Friends & Influence People, we are much more likely to feel warmly toward any person who sincerely makes us feel good about ourselves.

Likeable people not only succeed in their personal relationships, but also tend to be more successful at the workplace. Indeed, highly competent but unlikeable employees do not thrive as well as their moderately competent but more likeable peers.

Idea for Impact: Be courteous. Even simple acts of courtesy (making eye contact, smiling more, listening, showing sincere interest in others, for example) work as an influence technique because folks are much more likely to do things for—and accede to requests from—people they perceive as likeable.

Wondering what to read next?

  1. Want to be more likeable? Improve your customer service? Adopt Sam Walton’s “Ten-Foot Rule”
  2. How to Accept Compliments Gracefully
  3. How to Make Eye Contact [Body Language]
  4. Serve with a Big Smile
  5. A Trick to Help you Praise At Least Three People Every Day

Filed Under: Sharpening Your Skills Tagged With: Body Language, Courtesy, Etiquette, Likeability, Personality

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About: Nagesh Belludi [hire] is a St. Petersburg, Florida-based freethinker, investor, and leadership coach. He specializes in helping executives and companies ensure that the overall quality of their decision-making benefits isn’t compromised by a lack of a big-picture understanding.

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