The best B2Seed topics often come from real-life experiences. When one gets your attention and ties into one of the main lessons you’ve been sharing, it’s time to snag it and pass it along! On Thanksgiving eve, two packages from a major international brand arrived on our doorstep. One of the packages belonged to my son, but the other package didn’t belong to anyone else in our house. After the delivery person left, my wife grabbed the boxes and noticed there was an issue with the label. She had the name of the correct recipient, their phone number, and the unlucky shipee’s address, too.

Shortly after that, the driver reappeared and rang our doorbell, wanting the package back. He blamed the sorter and the warehouse. My wife said, “I’m not sure I should give it to you. How will I know you won’t just toss it in the undelivered bin?” She wasn’t being difficult; she just wanted to ensure this special package got to Baltimore, Maryland. The trust in this employee was broken, and the process hadn’t worked as it was designed.

Take Ownership4The Best Results

Instead of owning his part in the mistake, the delivery person blamed others. It’s Chapter 8 in my new book. “Take Responsibility” is the title of that chapter, and that lesson doesn’t just apply to hospitality. It’s the smart play in package delivery and with your business or organization, too.

We knew it wasn’t only the warehouse or the label maker’s mistake. The driver shared in the issue, too. That’s how client-care problems happen. Three or four people usually have a hand in messing something up. After a problem is identified, break down where the breakdown happened. Start in the moment with taking ownership of the issue – don’t blame the kitchen (or your warehouse, or your co-workers). Jump in, solve the problem, and care for the client first. Then do the debrief and determine how to avoid a repeat of what happened that broke the process.

Taking responsibility builds trust. Building trust creates stronger branding and willingness to increase investments, alliances, and partnerships. When you can acknowledge your mistakes and turn something bad into a stronger business, your organization can be better situated for success.

As written above, this topic and many more are covered in my new book.

To order, Turning Tables: Everything I Needed to Know about Business I Learned as a Server, visit here. (I’ll happily autograph any copies you purchase if we can find a way to connect in person .)

To schedule a Speaking Engagement, go to www.brucecbryan.com.

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The Martin’s Restaurant Group is a locally owned collection of standout dining experiences in the Roanoke Valley. Owned by Jason Martin, the group includes Martin’s Downtown, Sidecar, and Jaybird Tavern. Each establishment offers its own distinct atmosphere while sharing a commitment to quality food, thoughtful service, and community connection.

I had the pleasure of speaking with Jason Martin and his leadership team about my book, Turning Tables at The Spot on Kirk. It was a great session, and I walked away with some thoughtful feedback and new insights of my own.

The team really connected with the “No Kitchen Errors” concept and how it applies to the work they do together every day. That’s always meaningful to hear. I continue to learn from Jason, and I truly admire the way he and his team approach both their restaurants and their catering work with intention and high standards.

Bruce Bryan didn’t set out to be an entrepreneur. It was a leap born out of necessity during the Great Recession of 2018. But from that uncertain start, he built 5Points Creative into a thriving marketing agency.

In this episode of What Am I Even Doing?, Bruce shares his journey of starting and growing a marketing agency:

How a sudden career shift pushed him into entrepreneurship
The power of authentic networking and vulnerability
Key lessons in hiring, growth, and embracing challenges
Why authenticity is the cornerstone of building trust and lasting relationships
Bruce’s story is a testament to resilience, adaptability, and the unexpected paths that lead to success.

Catch the full interview and subscribe to What Am I Even Doing? for more real, unfiltered stories from entrepreneurs and leaders who’ve been through the trenches.

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