Notes from Nikki: The 'Ten Foot Rule'

As a business leader, you've likely read up on how to make your store more profitable, efficient and well-known. In all of your studies have you ever come across the "Ten Foot Rule" in regards to your employees? The "Ten Foot Rule" applies to each and every person that is employed at a company, whether they are sales staff or not. If employees come within ten feet of a customer, it's essential that they smile and greet them. The Ten Foot Rule has been heavily used in the automotive sales industry, which doesn't differ that much from a garden center.

Nikki Weed Both the automotive industry and garden centers have:

• Outside sales staff that roam large areas and are sometimes understaffed
• Inside sales staff that tend to cater to the more detailed aspects
• Laborers that aren't necessarily part of the customer experience, but still play a vital role
• Office Managers that have to try to be everywhere, even though the store is vast
• Purchases that involve lots of decisions such as color and size
• Customers who are making an investment, not just buying a disposable item

By using the "Ten Foot Rule" in your garden center, you'll be sure to give every customer who walks through your front door personal attention. Whether the customer is just in for a little cruise around to look at flowers or a hard core shopper on a mission, a friendly smile and hello will go a long way. It is a way of to show your customers that you're willing to go the extra ten feet to make sure their experience will be pleasant. This will also open the door for the customer to ask questions if they're shy or aren't comfortable confronting a sales person.

Teach your employees that even if they greet a customer and aren't able to help them immediately, since they were acknowledged, the customer will know they are important and be more willing to wait a little while for the help they need. Go the extra ten feet this fall and just say "Hello!" You may just be surprised by the response. 

Nikki Weed is a horticulturist and professional adventurer who uses her experiences and knowledge to manage a successful garden center in Greenville, S.C. She can be reached at pepitaweed@gmail.com.