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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  • Service Excellence: Lessons from a 5 Star/5 Diamond Restaurant

      Years ago, I heard a French wine maker say, “Good is not good enough; in fact, it has to be perfect all the time”. He was referring to the detail and care that goes into growing grapes at his winery. That one quote captures the essence of what a 5-star/5-diamond restaurant strives for. I recently dined at Lautrec, which is a 5-star/5-diamond restaurant at the Nemacolin Woodlands Resort in Farmington, PA. While I have ...

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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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  • 5 Stars vs. 4 Stars: What’s the difference?

    Championship winning coaches have a habit of demanding excellence from everyone on their team. They never tolerate mediocrity from anyone. Incredibly high standards are discussed everyday (yes, everyday). This article, however, is not about sports. Nor is it about AAA ratings, Mobil ratings, or Michelin Guide ratings. It is about what separates very good from exceptional. I’ve had the privilege to work with 5-star hotels, restaurants, and spas. I have also worked with 4-star establishments. ...

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