The 10/5 Way

The 10/5 Way simply means that if you are within 10 feet of somebdoy, you make eye contact and smile.  If you are within 5 feet of somebody, make eye contact, smile and speak.  

I first learned about the 10/5 Way in a podcast featuring Shawn Anchor, author and Harvard Professor of Positive Psycology.

Happiness is both contagious and advantageous.  We have 'mirror neurons' that mimic the behaviors, moods and emotions of others.  When we see someone smile - we smile.  When we see somebody yawn - we yawn.  If we see somebdoy living with optimism, or confidence, or joy - we live with optimism, confidence and joy.

The Ritz Carlton Hotel turned this science into the original 10/5 Way, and now businesses in many different industries have started implementing this idea in their own ways:

At Wal-Mart, founder Sam Walton coined 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 Walt Disney World, the rule is taken a few steps further by outlining what should happen any time a Disney “cast member” is near a guest with Disney’s Seven Service Guidelines:

• Make eye contact and smile

• Greet and welcome each and every guest

• Seek out guest contact

• Provide immediate service recovery

• Display appropriate body language at all times

• Preserve the “magical” guest experience

• Thank each and every guest

The point was to instill a more positive reality among the hospital staff and then franchise that positive mindset and perspective to the patients. 

How can we implement this in our lives, with our teams, and in our schools?