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


  • Through the Eyes of a Server

    Back to my roots. There’s something deeply moving and rejuvenating to go back to where it all started. My professional career began almost 30 years ago in a fine-dining French restaurant called “The Palm Terrace”. I started as a busboy, then worked my way up to various roles.  However, the job that transformed me; the one that made me feel like I was flying...the one that fully consumed me, was as a restaurant server. Oh, ...

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  • One Button

    Recently, I was in a local tailor shop getting alterations done. While there, another person walked in and asked an employee how much and how long it would take to get a button re-attached to his dress shirt. The employee gave him a confused (and annoyed) look, then asked, “Only one button?” He continued, “Are you saying that you want to hire us to re-attach one button?”. When the “potential” customer said yes, the employee ...

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  • Ultimate Ambassadors

    Ultimate Ambassadors: Those are the two words that were branded on my brain recently. My family and I just returned from a week-long trip to Bermuda and I will never forget the taxi drivers. We didn’t rent a car so we relied on taxi transportation whenever we ventured off property. In total, we must have taken ,at least, six different taxis and each one was memorable. They were a key highlight of our trip to ...

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  • Quit & Stay vs. Stay & Thrive

    It’s bad when employees quit and leave; but it’s even worse when they quit and stay. To quit and stay means to have an apathetic attitude and demeanor at work. In any organization, there is absolutely no room for apathy. Not towards one’s role, the customers or the business overall. When customers choose to patronize your business, it is everyone’s responsibility to reaffirm the customers’ decision to visit in the first place. The team’s collective ...

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  • Exalt

    The ultimate goal of being a speaker is not to be heard; it is to serve. If you are given the amazing privilege to stand before people, you owe it to them to give value to THEM. It is not about you. Yes, you prepare, and practice…and practice (and practice some more). However, your pre-occupation must not be about what you will look like and sound like. Read this carefully: If you are to be ...

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  • Expectations: Keep Them High

    Never allow someone to stay on your team whom you don’t believe in. He will know that you don’t believe in him, and that you are willing to accept less than excellence from him. As a result, he will never work hard for you. It’s not that he can’t work hard; it’s just that he won’t. He won’t put forth his best for a leader who has low expectations of him. He won’t work like ...

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  • You, Inc: 3 Keys to Own Your Personal Brand Everyday

    Jenny, Inc - Mark, LLC - Bianca, Incorporated. If you didn't realize it, you are a brand. No, you don't just work for a actually are a brand! Your brand is your reputation, or as Jeff Bezos famously said, "Your brand is what people say about you when you are not in the room." Your brand is a powerful thing, especially when you fully appreciate the impact it can have. Ever since one of ...

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  • Be Unreasonable

    Unreasonable. Non-negotiable. Unapologetic. They all basically mean the same thing: I refuse to accept anything other than what I expect. There may be areas in your life where you are willing to waver or bend your standards, but not THAT thing for which you are a snob about. I believe it is actually good to have, at least, one thing for which you refuse to compromise. Like a sturdy foundation for a house, it grounds ...

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  • Unbreakable

    Unbreakable. What does that word even mean?? Can not be broken? Invincible? I recently found myself musing on that word until something hit me. How would you KNOW that something is unbreakable? A clear, marketing slogan? A money-back guarantee? A warranty? I mean, how would you actually know that something CAN NOT be broken? The only way to really know if a building is unbreakable is if something hits it that should break it...but ...

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  • What is Luxury? S'mores, Steak Knives & Green Tea

    Someone recently asked me, "What is luxury?" I told him that luxury means worry-free. It means everything has been thought of already for you. Every detail has been checked and re-checked before you purchase something. Whenever you have to wonder if something is going to get done, luxury ceases. If I see a maintenance employee in the lobby, and ask him for an extra pillow for my room, I shouldn't have to wonder if it's ...

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