Bryan's Blog

Keep up with Bryan as he shares his insight and experience on customer service.

*Most popular articles -

Engage Every Customer...One Touchpoint at a Time               The Double-Platinum Rule

Guest Problem Resolution 101: Power of the Follow-Up          The Greatest Bellman I Ever Met

5-Stars vs. 4-Stars: What's the Difference?                             The Greatest Nurse I Ever Met


  • Keep The Customer

    United Airlines is now a case study for how not to treat customers. Especially paying customers…who are about to receive the serve they paid for…and are obviously unhappy about how they are being treated. There is so much to learn from this scenario. Horst Schulze, who is the former President and COO of the Ritz-Carlton (and one of my biggest influences) always said that rule #1 is to keep the customer. For any organization to ...

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  • Waiting To Be Led

    My friend, Kenny, and I had a great dialogue recently about leadership. While we may not agree on the necessity of leadership, we do agree that far too many people wait to be led by others. Each one of us already has the gifts, drive and experience needed to contribute in a meaningful and significant way.  Too many of us consistently wait to be prodded by someone else in order to move...and do...and be productive. ...

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  • Recognizing Excellence on Your Team

    Plaques. Pizza Parties. Parking Spaces. The list can go on and on. After all, who doesn't like to to be recognized and get prizes, right? There are even popular books that give hundreds of ways to recognize your employees. In the quest to provide employee recognition, companies often assume that more incentives will lead to higher employee morale.   Take it, like it & be happy about it.   In many companies, if you win ...

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  • Sacred Ground

    Oh, what a privilege it is to serve others. Whether you work in a hotel, restaurant, spa, club, conference center, etc, the purpose is the same: Consistently deliver exceptional service and create memorable experiences for those you serve. That's it. Treat. People. Well. Everyday. Regardless of who they are, or where they are from, or their gender, or age or race, or culture, or socio-economic status.  To serve at such a consistently high level, we need ...

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  • Smile, The Sun is Shining Through You

    The Smile. Powerful, yet underrated. Majestic, yet overlooked. The mere mention of the word, smile, makes you want You can literally feel someone's smile; whether it's in person, or on the phone, or via email. That is how powerful it is. Regardless of whether you smile with your mouth, eyes or even your whole body, please know that something (or someone) around you will feel it. Every time. It is one of the ...

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  • He Who Profits Most Serves Best: The Power of True Customer Service

    This excellent article was written by Brian Lassiter, President of the renowned Performance Excellence Network. Many thanks to Brian for sharing this article! Sometimes the most powerful insights come from the most disastrous experiences.  This is particularly true as it relates to poor customer service – something with which, unfortunately, all of us can relate.  As Bill Gates once said: “Your most unhappy customers are your greatest source of learning.” The Rental Car It was ...

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  • Two Kings

    Two Kings. Both are royal. Both are majestic. Both are worthy to be given every good thing and served with excellence. One of the kings is “King Joseph Smith” and the other is “Joe Smith”. It is obvious who King Joseph is when he enters a room. His clothes, jewelry and posture are obvious signs that this man is important. And because he is perceived to important, people “do more” for him. They smile more. ...

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  • The Power of Strong Habits

    It all begins with a thought. Thoughts turn into words, and words turn into behaviors, and behaviors turn into habits. In fact, anything we consistently do will become a habit. Napoleon Hill wrote that “Thoughts are things, and powerful things at that”. It generally takes anywhere from 3-4 weeks of daily repetition to form a habit, but once it’s formed, it is very difficult to NOT do it. The mind doesn’t know if it’s a ...

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  • The Power of a Well-Timed Nudge

    *This article was graciously contributed by Mr. John Wood, who is the HR Recruitment Manager at the luxurious Shore Lodge Resort. "Nuggets" are those actionable points of execution that set one service experience aside from all the rest. That special occasion when an authentic connection is made between the service and the guest. As a hospitality professional of over 30 years, I have a place in my heart for those extra special service nuggets that ...

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  • The Missing Link

    It always begins like this: “Bryan, what do we need to do to create a strong service culture?” Or “How can our leaders inspire excellence from their team members?” Please notice the we in the first question and the our in the second question. Inevitably, the client and my team discuss key pieces like the vision, mission, values and service standards. We also go over their hiring process, recognition programs, and/ other critical items needed ...

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