Recommended Reading
We are delighted to feature a book from HospitalityEducators.com Guest Columnist ,
Dr. Bryan K. Williams, D.M.
Engaging Service : 22 Ways to Become a Service Superstar
The first thing one notices about this 100 page book is an insert in the front cover, titled " Engage Me TM , The Voice of your customer" The insert has six stanzas that all address the need for people in the service delivery field to appreciate and understand the value of customers.
This is a short book and it is arranged in an easy-to-follow format.
For example: The Goal is to build pride in service and an early entry (Page 5) includes a SPQ (Service Professional Quotient) action plan
At first glance, the author seems to list his Seven Principles to Fully Engage Your Customers in several places. When the reader proceeds just a bit, one realizes the repetition is used to reinforce what the author considers the foundation of delivering successful service
- Page 28 offers Suggested Service Standards
- Page 40 outlines a Service SWOT analysis
- Page 70 includes Steps to Finding Service Talents
- Page 87 introduces the author's Double PlatinumTM Rule, which I will not reveal here - you will need to read the book to find our his Universal Service Rules
- Page 104 highlights the author's commitment to the principles of the Baldridge Quality framework : Approach, Deployment, Learning and Integration
The 22 Ways mentioned in the sub-title refer to the first 22 articles or columns Williams wrote. The book is available @ http://www.bwenterprise.net/
Dr. Bryan Williams is a consultant, trainer, and author, who focuses on the areas of service excellence and organizational effectiveness. His stated passion is "to serve others so they may better serve the world".
Prior to forming his own company http://www.bwenterprise.net/ , Bryan worked with the world-renowned Ritz-Carlton Hotel Company, LLC for almost 10 years. He served as Global Corporate Director of Training & Organizational Effectiveness, assisted with global training strategy for the company and The Ritz-Carlton Leadership Center. He is thoroughly committed to sharing the concept of "service excellence" and has worked with over 100 organizations in a range of industries ranging from Healthcare to Real Estate to Luxury Hotels/Restaurants.
As always, feedback or comments are welcome
Dr. John J Hogan, CHA CHE CMHS
HospitalityEducators
HoganHospitality
