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


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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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  • The 1st Step of Service: Be Eager to Serve

    Have you ever walked into a business and left before you were served?  That scenario has happened to me multiple times.  On past occasions, I left because the staff showed no sense of urgency to be of service. Please note that the business(s) had the product or service I wanted, but I left because there was an obvious sense of apathy among the staff. Yes, your customers can feel the apathy; especially if the majority ...

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  • World Class Service 102: Be memorable, regardless of your job title

    No matter what the job title is, everyone has the power to create memorable experiences for their customers. Regardless of the setting or the industry, service excellence begins and ends with at least one person having the desire to not just serve, but to literally improve the life of someone else. While for some, “improve someone’s life” may sound like over-reaching, think of the days when nothing seems to be going right. Then all of ...

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  • Take Your Service to the Next Level: Only BIG WOW's, no bow wow's

    At a recent meeting, I was helping a team of executives brainstorm ways to WOW their customers. Once we began brainstorming, it became clear to me that the executives’ perception of what a WOW was and my perception were completely different. To them, consistently smiling and greeting a customer was a WOW. To me, that is just the bare minimum of doing one’s job in the service business. I then explained what a true WOW ...

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  • The Best Service School

    Many people believe that the perfect place to learn about how to provide world-class service is in a luxury hotel or a renowned hotel school. While that may be true in some cases, I found another place that is an even more powerful training ground. On a recent trip to Charlotte, North Carolina, I saw and heard about service that was so memorable that it prompted me to ponder…”What if every person who gets hired ...

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  • Work Like You Own It! 2.0

    Not long ago, I visited a well-known department store to buy a few items. I was armed with a list of carefully selected items that were on sale. When I got to the store, however, I realized that I left the sales paper at home. So I went to the store’s customer service desk to inquire about getting another sales paper. The first person I met said that he was on a break. The second ...

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  • 5 Star Leadership: What does it take to be a 5-star leader?

    Five-star leaders share many of the same qualities. One such quality is they believe that their team CAN be great. And that greatness is tied to the leaders' high expectations.  Low expectations promote average and low performance, while high expectations promote high performance. Period. Blaming staff I’ve heard many managers of low-performing teams blame their staff for the teams’ low performance. “Oh, we can’t find good people”, “we don’t pay high wages, etc.” All of ...

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  • Where Does Service Excellence Begin?

    I work with organizations all over the globe, and there is one question that I am always asked, “Where does service excellence begin?” In other words, they want to boil it down to the very beginning, and fully understand what steps should be taken to successfully embark on this service excellence journey. If I can just bottle up the answer in a magic pill for senior leaders to administer to their staff, I would not ...

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  • Healthcare: The Highest Form of Hospitality

    When we look at the word “hospitality”, it is no coincidence that “hospital” encompasses most of it. I firmly believe that healthcare is the highest form of hospitality. This word typically generates images of hotels, restaurants, and spas. Many people in the healthcare industry, however, don’t think of themselves as hospitality professionals. Having the honor to impact a person and their family’s life in a deeply memorable manner is a great position to be in. ...

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