5-10 Rule

5-10 Rule

Just as in business, it’s not always about numbers. In sales, however, numbers support the cause.

The 5-10 rule…the most crucial 2 numbers, in my opinion, in sales, business development & customer satisfaction & experience. Most often than not, when you’ve been selling a product (cars, homes, fashion etc) for quite sometime, you’ll come to realize the importance of ambassadors and detractors.

Here are my definitions of both terms:
Ambassador: one who will support your business, product or service through word of mouth, advertising and referral business.

Detractor: one who experienced flaws throughout the sales process who simply is completely dissatisfied with either you, a portion of the process or the overall experience.

That leads me to “5-10″ and the awareness of the rule. When you’ve done everything right, checked off every box along the process & ensured the client has left with nothing but praises and happiness, you’ve created & discovered an ambassador to your brand. & to the business. These ambassadors, on average, will tell 5 people within their network (family, friends or peers) about their complete experience & satisfaction with you & the store. These ambassadors will praise every question, statement they receive & refer anyone they know who’s in the market for the same product or service. Mathematically, when ambassador passionately tells someone about his/her experience, more often than not, some type of referral will flourish.

However, the deterrents…well, that’s a whole new group of people! Deterrents just make your career more difficult and put you in a vulnerable state: where you question your skills, job, process & complete being. Their feedback/feelings/sentiments is crucial to your success. They explicitly & openly can tell you what deters them from dealing with you and your business again. Deterrents, will tell 10 people about their experience, not including the usage of media outlets such as forums, Facebook, Twitter or even writing a letter to the manufacturer. Deterrents will simply tell their “truth” on CSI surveys; they’ll tell 10 people WHY NOT to visit you or the place of business; they’ll tell 10+ people why they’re not even happy with their product. It’s a crappy thing to hear. It’s even more frustrating when you’ve lost tey opportunity of adding another ambassador to your network. Yet, it’s such a great opportunity to improve in certain areas so as to please future possible deterrents & make them ambassadors. Yes, it’s possible. You can’t please 100% of consumers 100% of the time, but with a can-do attitude & doing whatever it takes to please a client, will lead you to a higher network of ambassadors.

So, to manage this rule, the solution is simple: follow your process 100% of the time, follow it with professionalism, efficiency & accuracy while ensuring every step along the way, you have wowed the client to the enth degree. Whatever it takes. Positive mental attitude. Can-do attitude. Make it happen. Simple. #apautotips.

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Asif Premji

Asif Premji

I believe in happy ever afters, whether they’re in books or life. I believe that the world is an occasional scary place, one where we need to carve out caves of safety. I believe in the power of the human spirit. I believe it’s a sin to be bored in a world filled with information, beauty, and fascinating things around us. I believe in making a positive difference – everyday – in the lives of everyone I meet. No judgements. No ego. No expectations. Making a difference in just ONE life means that ONE life made better. God Bless.

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I first met Asif on Twitter. I had just walked away from one of the worst car shopping experiences I'd ever had (a Kia dealership) and *tweeted* it. Very soon after I received a tweet back from this "Asif Premji" guy. "Sorry to hear your car buying experience wasn't more positive - what are you looking for?" 

This was the first of many messages which has lead to not only the purchase (six months later) of a new Honda Civic Si for my wife but a professional and loyal relationship with Asif and his team. 

There is outstanding customer experience and then there is the unexpected and appreciated *Asif* level of customer experience. 

I would not hesitate to do or refer business with Asif and his team. By far one of the most enjoyable and confident car buying experiences in my lifetime. 

At Okotoks Honda I witnessed, "I actually give a $&@# about my customer", not just in words but in every day actions, long before I purchased a care and ever since. This is what I would call, Integrity in ACTION. It's not about the one off sale for them, Asif and his team truly understand the lifetime value of a single customer. 

If you're going to buy a Honda, it's well worth the trip to Okotoks and buy from anyone on Asif's team

Vince Fowler
Vince Fowler Friend & Client of Okotoks Honda

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