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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Virginia author, and former television executive, Bruce Bryan, reveals how skills learned in food service work are the same abilities that drive success in any career. He joins us for Books & Brews at Pale Fire Brewing in Harrisonburg at 7pm on Tuesday, March 10, to talk about those skills outlined in his book Turning Tables. He’ll join valley novelist Rebecca Kaufman whose new novel The Reservation takes place in a restaurant. WMRA’s Chris Boros asked Bruce if skills learned in food service can be translated to other jobs?

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Recently, I was at a function and noticed something I’ve experienced before. We were with a group of people, and I realized no one had asked me a single question the entire night. People were focused on what was happening around them and they were paying attention to the food they were eating, the points they wanted to make, and what was on their mind.

A few hours and not a single question.

Last month I was fortunate enough to launch my new radio show. It’s called Naturally Curious and it airs on Sunday nights at 7 pm on Radio IQ — the NPR affiliate for much of Virginia. (It’s also available wherever you listen to podcasts under the same program title.) The purpose of the program is to dig deep with leaders, actual influencers, and people to ask them the questions we think will spur more interesting conversations.

This project started almost a year and a half ago, but what drove it, as the title suggests, is my desire to better understand people and what drives them. It’s compelling radio if I do say so myself, but more than that, it’s a timely reminder for us in commerce and human services.

How2Take Some Simple Steps for Improvement

Use a question to learn more and to build a connection.

Early in my B2Seed history, I wrote about the power of asking good questions. Now, almost 17 years later, it’s an important time to reinforce that undervalued tool. Ask good questions, get helpful answers, and use that information to ask more and better questions. That’s the format of Naturally Curious, and it’s the formula for better sales processes, employee relationships, team leadership, and medical care.

You may have the answers and know what you want to do but pause for at least a moment and ask a question. When you get stuck in a relationship with a client, a patient, or an employee, you know what to do. Ask a question. Don’t be that person so intent on passing along their wisdom and impressing others that they are sharing content and not gathering valuable information. It’s the gathering information part that drives the best solutions and really helps you get to the heart of what someone needs. Spend time sharpening that skill and make it your mission to really understand where your clients, prospects, employees, supervisors, and patients are coming from.

The “smartest person in the room” is often the one asking the most questions.

To listen to Naturally Curious on Radio IQ, tune in here at 7 pm on Sundays. The program is also available wherever you listen to podcasts. To listen in on the Apple Music Podcast platform visit here.

WSLS brought on advertisng expert, Brue C. Bryan, to talk about Super Bowl commercial trends, predictions, and strategy.

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