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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  • Be Exceptional...Regardless of the Work Environment

    Some people don’t like where they work…at all. They may even despise who they report to. And since their work environment is so “toxic”, they choose to withhold their best quality of work. “THIS PLACE does not deserve the best I have to offer. I will come to work, only do what is expected of me, collect my paycheck, and go home.” Do you know anyone like that? Bare Minimum The problem with that line ...

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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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  • Delivering World-Class Service: Personal Service Standards

    Escort guests rather than pointing out directions…Never say “it’s not my job”...Answer the phone with a smile…These are all examples of service standards. Companies use them to train their staff. Even while having service standards, for service to become truly a way of life, such standards must be embraced by each individual on the team. I must want to escort guests...I must want to answer the phone in 3 rings, and I must want to ...

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  • The Greatest Bellman I Ever Met

    In my current role as a consultant and trainer, I travel quite regularly, and am able to experience service at some of the finest hotels in the world. In fact, I consider myself to be an expert in not only assessing world-class service, but delivering world-class service as well. During a recent business trip to Chicago, Illinois, I stayed at one of that city’s finest hotels, and was thoroughly impressed with the flawless execution of ...

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