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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  • The Double-Platinum Rule 2.0: Inform & Inspire

    When I wrote the Double Platinum Rule years ago, my intent was to communicate the importance of exceeding customer expectations. To exceed expectations, you must not only treat people the way they want to be treated (Platinum Rule), but treat people the way they don’t even know they want to be treated (Double-Platinum Rule). I even shared some examples. Then, something recently hit me. Many people may think that the double-platinum Rule is only ...

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  • World Class Service 101: Know the difference between meeting and exceeding expectations

    On a recent trip to an upscale hotel, I had dinner with the restaurant manager. He explained to me that one of the restaurant’s main goals was for guests to rate the restaurant a “5”, as measured by their guest satisfaction survey. The survey asks guests a series of questions, and each question has a corresponding scale that follows: (1=very dissatisfied, 2=dissatisfied, 3=indifferent, 4=satisfied, 5=very satisfied). The manager told me about all the initiatives he ...

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  • Make each touchpoint memorable: Cha-Ching!

    A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a deposit or a withdrawal. More deposits equals more customer engagement, and more withdrawals equals less engagement. Pretty simple right? I even have a client whose ...

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  • Service Ambassadors: The Key to Providing World-Class Service

    It’s amazing who some business owners and managers allow to represent their company. On a recent trip, I stopped at a sandwich shop to order some lunch. After the employee told me they were out of the sandwich that I ordered, I asked for her menu recommendation; to which she promptly replied “None of the sandwiches here”! Wow. Perhaps it did not occur to her that by suggesting one of her company’s sandwiches, I may actually enjoy it, return, ...

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  • World-Class Service: What if every employee served like a concierge?

    Employees often feel constrained by their job titles. Doormen should mainly open doors, massage therapists should mainly give massage treatments, and room attendants should mainly clean rooms. This type of constraint can inhibit the potential creativity and zeal that employees experience in their jobs. I’ve held close to 20 different roles in the hospitality industry, ranging from busboy to corporate training director, but only one role truly allowed me to “break free”. In the role, ...

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  • Hiring & Engaging a World-Class Team

    When I was hired over a decade ago to join a hotel, the general manager told me that if in 6-months the team was not better as a result of me being hired, then I’ve failed. Wow, what pressure! He explained that, just like on a sports team, the primary purpose of bringing in new players is not to take up space on the roster, but rather to help the team win more games. At ...

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  • Delivering World-Class Service: Company Service Standards

    When building a strong service culture, it is important to have an inspiring vision and mission statement; but they only provide the context. Company service standards, on the other hand, are the “nuts and bolts” of how you serve. They are the specific behaviors that you expect from yourself and your team in the ongoing journey to deliver engaging service. Standards such as “I attentively listen to others” and “I will always give a gracious ...

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  • World-Class Service, in a car dealership?

    When we think of world-class service, images of luxury hotels and country clubs usually fill our minds. What about car dealerships? I know what you must be thinking..."surely he means a Bentley dealership or some other top-line car". Not so...I am referring to a basic car dealership that sells and services medium-priced vehicles, like what you'd find in most neighborhoods. In this case, the car dealership is five minutes from where I live, and they ...

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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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