Use 15 and 5 to transform customer experience

The sorry truth is that most businesses are terrible at the basics of customer service.

It starts with doing little things right – every single time.

Dr. Nathan Unruh explains a simple and effective guideline to do just that in today’s blog.

It’s the “15 and 5 Principle” developed by the Marriott hotel company. The rule is that anytime you are within 15 feet of a guest, make eye contact and a friendly gesture. Within 5 feet, smile and say hello.

It’s not hard. Which is why it’s a sorry truth that it doesn’t happen more often.

Learn more about the “15 and 5 Principle” and how to apply it in your business from Dr. Unruh.