Staff Training


Identifying Leaders

July 13, 2018

You’ll have to delegate responsibility at some point, which means that you’ll likely need to place employees into management positions, which also means that you’ll need to know how to identify the right people to lead. There are a myriad…

Careful What You Say

June 8, 2018

Susan C. Foster’s recent article “7 Things Great Leaders Never Say”, written for Success.com, dissects a number of business clichés and explains why these are not only useless but also potentially damaging. Here are the three we think are the…

The Employee Carousel

June 1, 2018

An employee carousel serves no one: not the employer, who ends up in an endless loop of hiring and training, and not the customer, who never seems to see the same person twice and is frustrated by the inconsistency in…

The Cycle of Service in Restaurants: Succeeding as a Team

May 11, 2018

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and…

The Guest Model: Thank

December 8, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

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The Guest Model: Secure

December 1, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

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The Guest Model: Explain

November 24, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

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The Greet Model: Understand

November 17, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

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The GUEST Model: Greet

November 10, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While this model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

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Empowerment through Ownership by Michael Brown

November 3, 2017

There are few things more demoralizing to a frontline employee than taking the brunt of customer frustrations while having no power to address them. No employee wants to shrug his shoulders at a complaint, and no customer will tolerate it.…

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Mastering the Phone Conversation

October 27, 2017

As we’ve discussed in an earlier blog, the art of phone conversation seems to be dying. More and more, people have moved their personal lives into social media and text messaging with humorous memes and zany emoji. But while many…

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Positivity and Realism in Leadership

October 6, 2017

Continuing our look at Travis Bradberry’s article, “6 Things Great Leaders Do Differently”, let’s examine number four on his list of qualities that strong leaders possess: “They stay positive, but remain realistic”. Bradberry details two extremes to avoid: the overly…

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The Right Questions

September 22, 2017

Order-Takers vs Salespeople Are you an order-taker or a salesperson? Order-takers do exactly as the label implies: they simply ring up items that the customer asks for with no additional effort to connect with that person. Salespeople, on the other…

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Trust as an Effective Management Tool

July 14, 2017

Being an effective manager is a lot like juggling multiple spinning plates: you have to lead by example, coordinate your subordinates’ schedules effectively, handle customer service emergencies, engage with ownership, or any of another dozen duties you’re likely imagining right…

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Moments of Truth by Steve Beck

May 12, 2017

Steve Beck is a trainer for The Brandt Group who specializes in keynote speeches, conducts workshops, and offers a wide range of training options to help take your employees skills to the next level.  Learn more about Steve at http://www.beckseminsars.com. In business, a…

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Live Your Life as If You Were the CEO of Your Own Business by Steve Beck

May 5, 2017

Live your life as if you were the CEO of your own business. What do I mean by that?  Well, in several of my seminars I ask, "Are You in Charge of your Life?" Invariably, 90% of the hands go…

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Connecting with Millennials

March 17, 2017

There is an abundance of articles that describe millennials as being self-entitled, coddled, and possessing little-to-no social skills.  We’ve all heard stories about young twenty-something hipsters who spend more time photographing their meals than actually enjoying them.  The truth is,…

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How to Earn Bigger Tips

March 3, 2017

As Tim Kirkland observes in The Renegade Server, if you ask most servers how to make better tips, they’ll tell you things like, “Be friendly”, “Make sure the order is right and fast”, “Keep the beverages full”, and say, “Thank…

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4 Ways to Grow Your Business Through Staff Development

February 17, 2017

If customers are the lifeblood of your business, your employees are the muscles that power it.  You know the work doesn’t get done without your employees’ boots on the ground, and giving them the tools to do that work will…

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