Multi-Unit Franchisee Magazine Issue IV, 2015 | Page 66

CustomerService BY JOHN D I J U L I U S

The 5 E’s
Customer engagement is a contact sport

D

on’t just tell your employees to
be present or to provide genuine hospitality without telling
them how. Make it black-andwhite, and make it measurable. One of my
favorite hospitality systems for making a
customer connection is the “5 E’s”: 1) eye
contact; 2) ear-to-ear smile; 3) enthusiastic greeting; 4) engage; and 5) educate.
1) Eye contact. This eliminates the
head-down, uncaring, robotic feeling of
a front-line employee just say [