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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  • Delivering World-Class Service: Function vs. Purpose

    What is the difference between the doorman opening the hotel’s door and the doorman providing a welcoming experience? Or what is the difference between the housekeeper changing the bed sheets and the housekeeper ensuring that the guest has a clean, comfortable bed to sleep in? Some people may say they are actually the same thing, but others would say that one drives the other. One is the function and the other is the purpose. It ...

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