β
Once Guerraβs audiences learn about the brands that inspired Walnut Hill, they are more likely to understand the reason behind strategies like the β15β5β rule: At 15 feet from a patient or a visitor, an employee should make eye contact. At 5 feet the employee should greet and say hello to the patient or, if the patient looks confused, ask if he or she needs help. Guerra explains that the hospital adopted the strategy from studying hospitality techniques at hotel chains like the JW Marriott.
β
β
Carmine Gallo (The Storyteller's Secret: From TED Speakers to Business Legends, Why Some Ideas Catch On and Others Don't)