The Washington Post

Bozzuto customer service interaction models

Bozzuto trains its front desk workers on how to interact with residents using three interaction models: “GUEST,” “SERVE” and the “15:5 Rule.”


“GUEST” is the model for greeting residents, prospective residents and guests:

Greet with a smile.

Use the guest’s first na me.

Establish the resident or
guest’s need.

Show interest in him or her.

Thank the guest.

Wais Khairzada recommends ending each interaction with the phrase: “Is there anything else I can get for you?”


“SERVE” is the model for when there is a problem:

Show empathy.

Establish need.

R espond quickly.

Verify satisfaction.

Evaluate and follow-up.

15:5 Rule

When someone is within 15 feet, a concierge acknowledges his or her presence, makes eye contact and smiles. When the resident is within five feet, a concierge should begin the “GUEST” interaction model.

BMC Dress Code

For men: Dress pants, no cuff with plain front, cuffs for pleated; spread-collar dress shirt; ties in a color that matches some element of the lobby decor; belts should not run past the second loop; jackets should be black, gray or navy.

For women: Dress slacks must be worn as part of a suit; skirts and dresses should be no shorter than three inches above the knee; no more than two earrings per ear; pumps should be no higher than four inches; ballet flats should have an embellishment.

— Kathy Orton



Success! Check your inbox for details. You might also like:

Please enter a valid email address

See all newsletters

Show Comments
Most Read



Success! Check your inbox for details.

See all newsletters

Your Three. Videos curated for you.
Play Videos
Making family dinnertime happen
Deaf banjo player teaches thousands
New limbs for Pakistani soldiers
Play Videos
A veteran finds healing on a dog sled
Learn to make this twice-baked cookie
How to prevent 'e-barrassment'
Play Videos
Syrian refugee: 'I’m committed to the power of music'
The art of tortilla-making
Michael Bolton's cinematic serenade to Detroit
Play Videos
Circus nuns: These sisters are no act
5 ways to raise girls to be leaders
Cool off with sno-balls, a New Orleans treat

To keep reading, please enter your email address.

You’ll also receive from The Washington Post:
  • A free 6-week digital subscription
  • Our daily newsletter in your inbox

Please enter a valid email address

I have read and agree to the Terms of Service and Privacy Policy.

Please indicate agreement.

Thank you.

Check your inbox. We’ve sent an email explaining how to set up an account and activate your free digital subscription.