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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  • Video Clip - Mentoring: The Power of Believing and Investing in Someone

    No matter how talented or educated you are, career progression does not happen until someone provides the opportunity to show what you can do. Be a blessing to someone and their career today.  

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  • Video Clip - Performance Feedback: Lessons Learned as a Hotel Operator

    In this video, Bryan describes a pivotal moment in his professional career that highlights the importance of performance feedback. Caring enough to let a colleague know how he/she is doing can make the difference in that colleague's career trajectory.  

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  • Inform & Inspire - Video Clip

    Contrary to what many people think, wowing customers does not have to be an expensive task. Many times a WOW moment may not cost anything. Look for ways to wow daily. The key word is daily. Behaviors become habits when they are done everyday (preferably multiple times per day). To inform and inspire is to add value to someone else's life. The double-platinum rule is about providing knowledge that someone can take with them.

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