January 2010

Time2Change

Many of you know before I started this company my main responsibility was to recruit, build and develop sales talent at the advertising departments of television stations. In five places throughout the last twenty plus years, I have seen the elements that create a culture in an organization and the steps needed to implement change to that environment.

Every organization has a culture.

The common theme I encountered at each station was a fallback statement you’ve likely heard at your company or organization – maybe even recently. How often when you ask a question about why someone does something in a certain way do you hear, “well…that’s the way we’ve always done it”? Usually it’s just the default answer – but that statement should force a simple question from you.

“Why? Why are we doing it this way?”

 Lesson4Us

Doing things the same way because, “it’s the way we’ve always done it” is not a good answer for you or your people. Demand real evaluation of processes and follow up. Seek better ways to achieve your goals and be sure you’re pushing your company beyond where you’ve been. This is the perfect time to evaluate how you have been advertising and marketing yourselves. There are plenty of options and new ways to connect with your customers, clients and prospects.

December 2009

Back2School

Last week I was chosen to participate as a judge at a Roanoke College advanced level business policy class. The fall semester student project was to plan, develop and introduce a new business. Hundreds of work hours went into the building of rationale, process, and the overflowing binders distributed with their presentations. The team I judged was opening a nightclub in State College, Pennsylvania. It was clear they had thought creatively, comprehensively and worked as a team. It was impressive.

As judges, we had the opportunity to ask questions as we evaluated their plans for the club. Never being one to shy away from stretching young minds -- I focused several questions on the issue of thinking ahead. How would the team handle something bad happening at their establishment – not an unreasonable thought when you consider the elements involved in such an endeavor? All their thought and hard work had somehow failed to consider the impact of a crisis and the ramifications of being unprepared to communicate clearly and calmly in the wake of such an event. Clearly, such planning wasn’t on their radar – at all.

Lesson4Us

What about you and your organization? Are you ready for the unexpected? Perhaps you don’t have the exposure of a bar/nightclub, but crisis plays no favorites and comes in all sizes and scopes. A timely and well thought out response is the best defense. Build out some actions steps for potential problem areas with your business and get your leadership communicating about how you can work together.

Turning Tables: Lessons from Restaurant Professionals that Can Transform Careers  

One person really can change a room or, in some cases, the trajectory of your day. Remembering that throughout your career can help you seethe ways you interact with others can make a genuine difference. Too often we think, “I’m just a receptionist” or “I’m just a salesperson.”

That’s where so many of us miss the mark.

You’re not JUST anything. You’re doing important work, and the way you do it can transform someone’s experience or set them on a new path.

Put Value into Each Customer Interaction

Regardless of your position, the way you engage with another person is important. Customer service training focuses on empathy, and there’s a good reason for that. Putting yourself in another person’s shoes helps you improve your ability to serve, builds a selfless mindset, and improves the experiences of those around you—whether they are a co-worker or a client.

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The best servers I have interacted with had the ability to make a customer feel like they were their ONLY customer. That’s how good friends, good bosses, and great co-workers operate, too. Do you see the connection? Value the individual conversations enough and the pattern of putting others first becomes a habit.

In food service, the best servers earn the biggest tips.

In business, the customer-focused companies almost always win and experience more success. So do the individuals who are inclined to focus on customer service. It’s smart business and it’s good for you.

How a Server Demonstrated Service Leadership  

My wife Laurel and I were on our first day of vacation last summer when we had two very different experiences at the Omni Bedford Springs resort in Bedford Springs, Pennsylvania.  The host at the resort’s steakhouse was having a rough day and created some anxiety with diners who were hoping to enjoy a nice, relaxing meal. His curt language and dismissive hand gestures put people on edge. He wanted everyone to know hewas having a difficult night, but also it seemed important to him that everyone knew he was in charge.

That added up to a bad initial experience at this high-end resort.

We got to our table and everything shifted. Jordan was our server, and he put us right at ease, lowered our blood pressure, and got our vacation off to a great start. He was interesting, empathetic, helpful, and in general, he took good care of us. The food was amazing and we commented on what a wonderful job he had done—especially considering the rocky start to our dinner date. Toward the end of the meal, Jordan said he was about to enter thePennsylvania State Police Academy. Laurel and I thought Jordan was just the sort of cool-headed, engaging trooper we’d want appearing at our window in the event we were ever pulled over on the Pennsylvania Turnpike.

I remembered Jordan’s name and how he made us feel. For the life of me, I can’t remember the name of the host…

Career Growth is Driven by Customer Care

That sort of individual attention and focus on the customer’s experience isn’t just good for your company; it’s exactly the typeof technique a person trying to grow in their career can employ.  We often think we get ahead by putting others down. But, in reality, the best way to grow professionally is to look out for your customers and colleagues.

Imagine telling your boss, “That’s not my job”. Maybe it isn’t your job, but solving problems, finding better ways to do things, and improving the customer’s experience is. So focus on the things you can control—your attitude, your approach, and your willingness to help— and watch how you can make a difference in a variety of ways.

How Compensation Drives a Worker’s Activity  

One person at that resort was focused on himself. He wanted the customers conforming to his priorities.Jordan was all about giving Laurel and I an enjoyable dinner experience. He shifted how our night went, and in doing so, he made more money.

·      Hourly and Salaried Workers: They can easily fall into the pattern of just taking care of business, and though some will go above and beyond, too often staff choose the path of least resistance. To-do lists and efficiencies are priorities that can lead to a more focused effort.

·      Tips, Commissions, and Profit-SharingWorkers: Often when compensation is related to customer care and how good the client experience is, there’s a better outcome. This ideal of tying compensation to the caliber of customer service is a win-win, and companies that embrace that philosophy tend to be more successful.

Obviously, that compensation situation isn’t appropriate for every employee, but as leaders, we can communicate how valuable the customer-focused, empathetic approach is to the success of the entire organization. In most cases, the win-win starts when the customer is the priority and has a top-shelf experience. That’s how you cultivate an incredible memory—like Jordan the soon-to-be-state-trooper did for us on the first day of our vacation.

You can purchase Turning Tables:Everything I Needed to Know about Business I Learned as a Server here: https://www.barnesandnoble.com/w/turning-tables-bruce-c-bryan/1147090537?ean=9781636987293

To learn more and to schedule a Speaking Engagement, visit the following website: www.brucecbryan.com

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Why Every Professional Should Start in Food Service

When I share the topic of my most recent book, many people respond with the statement above.

Turning Tables: Everything I Needed to Know about Business I Learned as a Server is a trip down memory lane for anyone who started their career in customer service. More specifically, the book takes a close look at the lessons learned in the public-facing parts of food service. Whether the person I am speaking with was a bartender, a waiter or waitress, or even a table busser, they typically reply with something along the lines of, “everyone in business should start as a bartender or server.”

I get it.

Food-service workers understand the value of the lessons they learned and are quick to acknowledge the skills they attained inthe service of others. Customer service involves a broader spectrum ofpositions, and there is value in those experiences as well, but forface-to-face experience, you can’t beat the lessons received during the hecticpace of a breakfast, lunch, or dinner shift.

Biggest Lessons Learned in Food Service

The takeaways of food/customer service experience can be beneficial in a number of ways. They also translate well to the 9-to-5 workplace, as well as to the gig economy many of us find ourselves working in these days.

·      Smile When You Feel Like Frowning: People interacting with you don’t want to see your long face. They may sympathize with your problems, but those conversations aren’t appropriate during the first interaction.

·      Take Responsibility: People mess up. That’s a part of work, learning, and life. It’s what you do next that sets the tone. Good servers own their (and even others’) mistakes, which makes for a better customer experience.

·      Work on the Small Things: When you’ve done a simple thing like refill the paper tray in the copier ahead of a rush-to-finish-on-deadline project, you’re setting yourself up for success. Stopping in the middle of a shift to give a customer new salt and pepper shakers can be avoided with a little forethought: just fill them prior to the lunch rush.

·      Adjust Your Priorities as You Gather New Information: Good business people shift on the fly. They have a plan, but as they gather new information, they formulate a better one. That’s a food-service lesson you can carry with you throughout your career.

These attributes translate well to any industry. High performers know how to care for others, handle their business, and create new paths to success.

Think, Then Act When Prioritizing Your Work

People brag about being able to multitask but realize they can actually only do one thing at a time. Multitasking is about doing multiple things quickly in a fast-turn sequence. The best servers I’ve watched or worked with can change their priorities on the fly. They gather new information and immediately shift their to-do list to ensure the most important task is done next. That means effective workers drive the best results by reprioritizing their actions based on the information they just took in. The only way to make that shift is by strategizing before a meeting or debriefing after the meeting has concluded. What are your hoped-for outcomes? What needs to happen for you to achieve your objectives? Focusing on those items drives the success of the meeting. Activating the next steps once the meeting is over ensures you have the beginning of a plan and that your teammates are aligned to handle their parts. When you share next steps with the client or prospect, it frames the relationship and allows for a connected path forward.

To create forward motion, better outcomes, and alignment, there are two smart steps you can incorporate into your normal routine:

1.     Prepare ahead of time: Give yourself three to five minutes beforehand to remind yourself of the purpose of the meeting, what you plan to accomplish, and how you’ll achieve it. Preparing notes can be helpful.

2.     Wrap up and provide next steps: Without a follow-up, attendees can leave with different recollections and takeaways. Summarize, provide the next steps, and keep up the momentum from the meeting to prepare everyone for activity and success.

You can purchase Turning Tables:Everything I Needed to Know about Business I Learned as a Server here: https://www.barnesandnoble.com/w/turning-tables-bruce-c-bryan/1147090537?ean=9781636987293

To learn more and to schedule a Speaking Engagement, visit the following website: www.brucecbryan.com

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Turning Tables: Lessons from Restaurant Professionals That Can Transform Careers  

The average American spends approximately $3,500 a year dining out or grabbing takeout. That's a significant sum, and for most people, it's more than just paying for food; it's an investment in an experience.Whether you're rushing back to your desk after lunch, catching up with friends over dinner, or sharing a moment on a special date, you expect to be cared for and treated well. But have you ever considered what servers and bartenders do daily to make these experiences memorable? Observing their dedication sheds light on some invaluable business and life lessons. For those hiring adaptable employees or looking for leadership rooted in service, this industry is a gold mine of talent waiting to be utilized. Here's why.  

Why Hiring Servers and Bartenders Makes Sense  

Lou Kadiri, director of Virginia Operations for U.S.Senator Mark Warner, understands the value of restaurant experience when hiring. "If someone has restaurant experience on their resume,I will generally try to make sure we interview them," Kadiri shares."Anyone with a solid background in restaurant service—not just a summer job for a couple of months but extensive experience—is probably someone who can hustle, multitask, and knows how to interact effectively with the public." And I couldn't agree more. Restaurants and bars operate at a unique pace. Servers and bartenders are customer-focused multitaskers who thrive in fast-paced, dynamic environments. They also tend to be highly adaptable employees who know how to work collaboratively with others. These skills make them incredibly valuable in a variety of industries beyond hospitality. How Restaurant WorkersShowcase Adaptability and Leadership. For many servers and bartenders, the interactions they have with people, the flexible schedules, and the constant buzz of activity are what they enjoy most about their jobs. More than that, the profession also offers them an opportunity to build noteworthy skills, such as adaptability, customer service expertise, and the ability to work under pressure. If you're currently working in food service, take a moment to consider what makes you stand out from the crowd in your field. Is it your ability to hustle through a packed dining room while maintaining a positive attitude? Or maybe it's your knack for anticipating customer needs before they even ask? These traits aren't just useful in the restaurant industry; they're transferable skills that hiring managers in other fields actively seekout.  

Why Restaurant Experience is a Game-Changer for Career Growth  

Hiring managers across industries are constantly searching for ways to fill open positions with qualified, capable applicants. The truth is that individuals with restaurant experience may already possess the skills they need to excel in roles that require public interaction and multitasking. 

• Adaptability: Restaurant employees are experts at navigating shifting priorities and unexpected challenges.  
• Customer-Focused Leadership: They're amazing at reading people, solving problems on the fly, and ensuring customer satisfaction—even in high-pressure situations.  
• Teamwork and Initiative: Many hospitality workers know when to jump in and help, whether it's serving a table, running food, or cleaning up during a rush.  

These attributes showcase leadership potential and an ability to hit the ground running, qualities any organization would value.  

A Call to Action for Hiring Managers  

If you're struggling to find adaptable employees for roles that involve working with people, consider broadening your search to include individuals with restaurant experience. Even if the role doesn't directly involve food service, the qualities many hospitality professionals possess make them capable of excelling in a wide variety of settings. Of course, a server might not be the right fit if the position requires specific technical expertise. However, these professionals bring immense value to roles that require strong people skills, the ability to multitask, and a team-oriented mindset.  

What Food Service Skills Mean for Your Career  

If you're currently in the world of food service and considering a change, know that your restaurant experience has equipped you with sought-after abilities. Hustling through a fully booked night of service, juggling orders, and handling difficult customers aren't just part of the job; they're proof of your resourcefulness, resilience, and leadership potential. Ask yourself how you can leverage your experience to grow your career beyond the restaurant. Whether it's advancing within the hospitality industry or transitioning into a new field entirely, the skills you've developed are a foundation for success. For hiring managers and job seekers alike, recognizing the transferable power of restaurant experience is a game-changer. Leadership from service is leadership that adapts, listens, and delivers results. Are you ready to harness the potential of restaurant experience for your business or your career? Whether you're hiring servers or exploring growth opportunities, the lessons learned in food service can turntables into thriving next steps.

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‍You can purchase Turning Tables:Everything I Needed to Know about Business I Learned as a Server here: https://www.barnesandnoble.com/w/turning-tables-bruce-c-bryan/1147090537?ean=9781636987293

To learn more and to schedule a Speaking Engagement, visit the following website: www.brucecbryan.com

These days—for obvious reasons—we hear a lot about “fake news.” With all my might, I am going to avoid making a political statement here in this setting. Instead, I want to focus on the word “fake.”

Beyond “fake news,” there are obviously a lot of fake people—even more so, it seems, in business.

Being authentic in your transactions and day-to-day business dealings is one of the strongest and best moves you can make professionally. Jerry Brown, a former boss of mine who owns a marketing company in Toledo, Ohio, has shared the statement “truth over harmony” for years. There is great value with that approach. Being genuine and real in your interactions with your clients, customers, donors, or patients makes all the difference. It’s important for us to be candid when interacting with prospects and stakeholders. It’s my strong opinion that the business world needs more truth-tellers. Yet, many things keep us from being direct with our interactions; fear, busy schedules, and the constant struggle to keep the peace in these unsettling times all contribute to this lack.

Start the transformation by evaluating what you are sharing with your audience. And why.

Better Business and Marketing4You

That same approach works in your marketing and advertising. Trying to fake your audience into buying your product or scheduling an appointment doesn’t generally work. It might get you an initial meeting or a random appointment, but this tact give you staying power in your business.

A few years ago, our company did something we’d never done before. We built a brand around a personality. This person is a leader, and she is a force, locally. Our client’s model—which they had used successfully in other markets—was to build the company’s marketing and advertising around the individual. Fast-forward four years, and it’s evident the approach worked. The client gained a foothold in the marketplace and rapidly became one of the most recognizable brands in our market. The institution is fast becoming the go-to stop for what they do.

It wasn’t just the television, radio, and print advertising. It wasn’t even the way the team she works with embraced the campaign and marketed their range of services under the branding umbrella. Those things were important for sure and proved up the brand. The reason it is working so well is that the campaign matches the subject. The authenticity of Carrie’s Changing Business Banking is what drives the success of the message and the business. Carrie is real and that really makes a difference.

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