Affluent Savvy
Affluent Savvy
Photo: Erik Mclean
The 10 and 5 rule is a simple guideline that is widely used in the hospitality industry. The rule dictates that when a staff member is 10 feet from a guest, the staff smiles and makes direct eye contact, and when they are within five feet, the staff verbally greets the guest.
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Learn More »The Baby Boomers are coming to a nursing home near you, and they are used to getting what they want! Boomers are a wealthier group of retirees than previous generations. In fact, according to an article by the Population Reference Bureau, “The poverty rate for Americans ages 65 and older has dropped sharply during the past 50 years, from nearly 30 percent in 1966 to 10 percent today.” To remain competitive for this growing demographic, nursing homes should consider adopting a hospitality-industry approach. At this point in their lives, amassing “stuff” is no longer as important as it once was to Boomers. Still, they want the best that life has to offer, and creating a hospitable environment is just what the doctor ordered.
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Learn More »Train your staff by sharing the research and examples with them. If you are short on time, train the supervisors and have them train others. Include the training in your new employee orientation and behavior code so that everyone understands the expectations. For best results, follow these tips: Make it universal—all staff smiles and greets everyone in the facility. When you are within 10 feet of anyone, make eye contact and smile, and speak to them (e.g. good morning, hello, lovely day) when you are within five feet. In case you were wondering, the average person’s footstep is 2.5 feet, so 10 feet away would be roughly four footsteps and five feet is around 2 steps. Trust science to fulfill its promise. Assure everyone that if they are uncomfortable at first, following the 10 and 5 rule will become very natural as their brains are rewired. Encourage bonding. Suggest to your staff that they practice the rule everywhere they go. It will give them an extra opportunity to bond by sharing their experiences of following the rule in their private lives as well.
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