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The Heart of a Leader
Dr. Bryan K. Williams | July 11, 2024
Why should anyone follow you? Anywhere? Seriously, that is the question that leaders must ask themselves. John Maxwell wrote, "If you think you are leading, and no one's following, then you’re just taking a walk. A cynic might ask, "who do you think you are to believe that YOU are worthy to be followed?" And if you're not careful, you might believe that only those who have been anointed with special degrees and certifications are "worthy" to lead. You might think that you're too young to lead. You might accept that you're too inexperienced to lead. You might even think that you're not competent enough to lead. All of those thing...
Dr. Bryan K. Williams Inspires HITEC Charlotte Attendees With Engaging Keynote
Dr. Bryan K. Williams | July 10, 2024
Washington DC (July 10, 2024): HITEC North America recently held its conference and exposition on June 24-27 at the Charlotte Convention Center in Charlotte. It attracted over 5,900 industry professionals, making it the largest event of its kind in the world. Dr. Bryan K. Williams was the opening Headliner speaker and challenged all attendees to always set high standards, and create an engaging service culture on their teams. The topic was "Be a Mountain Climber: Tips to Overcome Any Barrier." The keynote focused on leaders who want to refocus themselves and their teams to provide a consistently engaging customer experience. Williams’ bi...
Service Excellence: Through the Eyes of a Server
Bryan K. Williams | November 4, 2019
By Dr. Bryan K. Williams Back to my roots. There’s something deeply moving and rejuvenating to go back to where it all started. My professional career began almost 30 years ago in a fine-dining French restaurant called “The Palm Terrace”. I started as a busboy, then worked my way up to various roles. However, the job that transformed me; the one that made me feel like I was flying...the one that fully consumed me, was as a restaurant server. Oh, I loved that job. In fact, I still view myself as a server today! Many of the articles, books, keynotes and workshops that I’ve created were inspired by my time as a server. I studied...
Leadership Lessons: Pull the Weeds
Bryan K. Williams | October 29, 2019
By Dr. Bryan K. Williams Do you know what annoys a gardener more than anything else? A weed. They hate weeds. As soon as a weed rears its head the gardener pulls it out! In my analogy, the "gardener" is the leader and the "weed" is not the problem employee... it is the undesirable behavior (blaming other depts, bad attitude, etc). If your goal is to have a thriving garden (team), here are some keys to note regarding weeds: *You never have to try to make weeds grow. *Weeds don't start big. They always start small. *It's always easier to pull weeds when they are small. *Weeds are a sign of neglect. Whenever you see weeds, it mean...
Learn How To Approach & Engage in Difficult Conversations at the STRONG Leader Institute
Bryan K. Williams | March 11, 2019
30-Second Video By Dr. Bryan K. Williams One of the most frequently asked questions I get is "How do I handle difficult conversations with my staff?" I've found that leaders want to address subpar (and even mediocre) performance with their teams, but lack the skillset for how to do so effectively. One of our multiple sessions at the upcoming STRONG Leader Institute will be led by Alicia Santamaria, who is a subject matter expert on all areas of Workplace Conflict Management. Her session is called: Leadership Best Practices for Approaching and Engaging in Difficult Conversations In this session, she will explore four practi...
Free Service Excellence Training at the Baltimore Convention Center, Led by Dr. Bryan Williams
BWTV | February 18, 2019
Washington DC (February 18, 2019): Delivering world class service is what separates a good experience from a world-class, memorable experience. Visit Baltimore and its partners the Baltimore Convention Center and Centerplate invite the Baltimore business community to join us for a Day of Customer Service Training. Dr. Bryan K. Williams, a service excellence and leadership effectiveness expert will lead these sessions (Watch Bryan's Video). The goal is to assist organizations in various industries to elevate their service experience to world-class levels for both internal (team) and external customers. Bryan noted, "I'm looking forwa...
The #1 Rule in Service Excellence: Keep the Customer
BW Leadership Academy | August 3, 2017
By Bryan Williams United Airlines is now a case study for how not to treat customers. Especially paying customers…who are about to receive the service they paid for…and are obviously unhappy about how they are being treated. There is so much to learn from this scenario. Horst Schulze, who is the former President and COO of the Ritz-Carlton (and one of my biggest influences) always said that rule #1 is to keep the customer. For any organization to be successful, they must become proficient at keeping customers (and not lose them). Keep them happy. Keep them engaged. Keep them so well that they eagerly look forward to return...
BW Leadership Academy Supports DonorsChoose.org to Help Classrooms in Need
BW Leadership Academy | April 13, 2017
Washington DC (April 13, 2017): The acclaimed BW Leadership Academy, founded by hospitality executive, Dr. Bryan K. Williams, is coming to Phoenix, Arizona! In addition to providing attendees with an impactful learning experience both before and after the event, a portion of the revenue will go towards funding a classroom project in the city. "As a long-time supporter of DonorsChoose.org, I am excited that we will be using proceeds from this upcoming Leadership Academy to fully fund one (or more) teacher projects in the Phoenix metro area. No child should ever be in need of learning supplies. Together, we will make a meaningful differen...
