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


  • You, Inc: 3 Keys to Own Your Personal Brand Everyday

    Jenny, Inc - Mark, LLC - Bianca, Incorporated. If you didn't realize it, you are a brand. No, you don't just work for a actually are a brand! Your brand is your reputation, or as Jeff Bezos famously said, "Your brand is what people say about you when you are not in the room." Your brand is a powerful thing, especially when you fully appreciate the impact it can have. Ever since one of ...

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  • Be Unreasonable

    Unreasonable. Non-negotiable. Unapologetic. They all basically mean the same thing: I refuse to accept anything other than what I expect. There may be areas in your life where you are willing to waver or bend your standards, but not THAT thing for which you are a snob about. I believe it is actually good to have, at least, one thing for which you refuse to compromise. Like a sturdy foundation for a house, it grounds ...

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  • Unbreakable

    Unbreakable. What does that word even mean?? Can not be broken? Invincible? I recently found myself musing on that word until something hit me. How would you KNOW that something is unbreakable? A clear, marketing slogan? A money-back guarantee? A warranty? I mean, how would you actually know that something CAN NOT be broken? The only way to really know if a building is unbreakable is if something hits it that should break it...but ...

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  • What is Luxury? S'mores, Steak Knives & Green Tea

    Someone recently asked me, "What is luxury?" I told him that luxury means worry-free. It means everything has been thought of already for you. Every detail has been checked and re-checked before you purchase something. Whenever you have to wonder if something is going to get done, luxury ceases. If I see a maintenance employee in the lobby, and ask him for an extra pillow for my room, I shouldn't have to wonder if it's ...

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  • Worthy To Be Served

    I love service. I love to see people treated well. Exceptionally well. I also love to see people come to work with honor and passion for their craft. No matter what that craft is. People often think that service excellence is all about the touchpoints, service steps, and amenities involved. However, there is an unspoken variable that is rarely discussed. It is the anchor of service excellence. Without this variable, nothing…else…works. That one variable has ...

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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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  • The Power of Peer Accountability

    The world needs more people who nudge each other. People who call each other out when things are not good AND who lift each other up when things go well. As I travel around the globe and work with various clients, I’ve noticed an alarming trend. There aren’t as many people who are comfortable nudging a teammate. Of all the various forms of accountability that exist, none is greater than peer accountability. There is something ...

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  • Stand Up For Your Standards

    This article is not about your company’s standards. It’s not about your department’s standards or your team’s standards. This article is not even about what others expect of you. My sole purpose for this article is to write to you…about you. This will be about your own expectations and standards of yourself. How high are your standards? I’ve learned that the true benchmark of success is not who I can surpass, but how consistently I ...

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  • The Habit Maker

    Habits are not bad. Bad habits are bad. Having daily huddles with your team is a good habit. Learning your customers’ preferences is a good habit. Smiling when you answer the phone is a good habit. Anyone who is in a leadership role must become proficient at cultivating, encouraging, and sustaining GOOD habits. Everyone else Whenever I consult with clients, I always emphasize the importance of the leaders modeling what they want their staff to ...

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  • What is worse than negativity?

    I am convinced that one of the biggest problems in organizations is apathy. Even more than negativity. Negativity is obvious, therefore, can be addressed directly. Whereas, apathy can be masked. It can be subtle. Easy to overlook. Apathy can show up in many ways: chronic tardiness, no input in meetings (ever), giving the bare minimum (always). The list goes on and on. While apathetic staff can be toxic, infectious, and detrimental to a culture of ...

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