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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  • 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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  • Are You Sure That You Want a Culture of Excellence?

    Stop! Please. Just Stop. If I hear one more leadership team say that their company’s desire is to build a “Culture of Excellence”, I might just pass out. I know that it sounds good and looks good to use words like Culture and Excellence. When used in team meetings and on PR materials, those words tend to elicit affirmative head nods and rounds of applause. After all, who doesn’t want to be associated with Excellence? ...

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  • Building a Team of “Living It” Employees

    Every team has three types of employees…those who are hearing it, believing it, and living it. My hope is that by the end of this article, you will have a firm grasp on which group of employees has the greatest potential to help the team reach its goal of being world-class. First, allow me to explain that the “it” in hearing it, etc., has nothing to do with one’s competency or years of service in ...

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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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