October 3, 2011 - As a follow-up to Bryan’s first book about Engaging Service, his new effort is entitled, Work Like You Own It! 20 Ways to Go From Meeting to Exceeding Your Customers’ Expectations.
 
For a long time, Bryan believed that the only way to build a team of great service providers was for leaders to model the behavior they wanted to see and to hold their staff accountable along the way. Then, he began to realize that despite the leaders’ best efforts, at some point the staff has to step up, take ownership and work with professionalism. The coach can yell and scream all day, but the players are the ones who must perform with excellence.
 
Bryan notes, “On my first day of work as a restaurant busboy, my manager said to me, ‘Work in this restaurant like you own it!’ My manager challenged to go beyond the basic expectations of my job title and dare to work with pride, passion, and professionalism”.
 
All 20 chapters of this book will provide multiple perspectives on how to be the best service professional you can be. Each chapter ends with a powerful activity that is designed to help reinforce the key learning points.
 
Learn:

• Six Habits of Service Superstars
• How To Make Each Touchpoint Memorable
• The Power of the 100% Principle
• How To Become a Service Ambassador

The final six chapters of the book are collectively called, Lead Like You Own It. That section is to help leaders understand what is needed to establish the organizational culture necessary to build a team of passionate service professionals.
 

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About the Author
Dr. Bryan K. Williams is the Chief Service Officer of B.Williams Enterprise, and the author of Engaging Service: 22 Ways to Become a Service Superstar. Bryan’s passion is world-class customer service, and has facilitated workshops and delivered keynotes all over the world for various companies.  He speaks on a variety of topics related to service excellence, employee engagement, and organizational improvement.  As a consultant, Bryan works closely with companies to design, develop, and implement sustainable service strategies. His company’s online store includes a growing collection of customer service products that are well-suited for your training library.