It is very rewarding when hard work pays off.

The true measure of our value is found in the work we’ve done for our amazing clients and the measurable results we achieved together. Here are a few practical examples of our expertise, comprehensive approach and the successes we’ve seen in various industries. We look forward to working with you to accomplish even more.

MSG - LOGO (Wht, Long)

The Challenge

Madison Square Garden Arena is a New York hallmark. The iconic venue is known as the world’s most famous arena and has played host to countless A-list performers, memorable games, epic events and historical moments in sports and entertainment. It is also home to the New York Knicks, Rangers and Liberty. The arena was undergoing a 3-year, $1billion renovation when Bryant Group was asked to train the entire sales, service, retention and guest experience team. The challenge was to ensure that all client and guest-facing staff were equipped with the necessary skills to overcome this unique challenge while deepening relationships, protecting retention and renewal rates and maintaining brand loyalty.

The Solution

Bryant Group partnered with executive leadership to assess the needs and develop a tailor-made program to achieve the desired outcomes and more. We worked meticulously to understand the culture and then build a customized and strategic training program for members of the sales team, retention, corporate sponsorship and the entire guest service team for game-day.

The Result

• Delivered dynamic training workshops for over 2,000 staff and leadership.
• Inspired a fresh perspective and renewed commitment to exceptional service.
• Achieved renewal rates over 90% and maintained guest satisfaction scores of 95%.
• Equipped front-line and mid-level managers with best practices in service-centric leadership.
• Program success led to annual training for Radio City Music Hall, Beacon Theatre, and Chicago Theatre as part of the Madison Square Garden parent company.

BUCCANEERS LOGO (PNG-WORDS-ONLY)

The Challenge

The Buccaneers are the first post-merger expansion team to win a division title, win a playoff game, and to host and play in a conference championship game. The franchise won the coveted Super Bowl in 2002 and boasts a number of Hall of Fame players. The progressive leadership team sought to significantly improve league rankings in guest satisfaction and improve the overall member experience across all touch-points on game-day and beyond. The Buccaneers also recognized the competitive advantage in rallying all strategic service providers at Raymond James Stadium in a collaborative manner. The Bryant Group was engaged to provide strategic direction and training as an on-going partner.

The Solution

Conducted a comprehensive evaluation with executive leadership to gain a deep and working understanding of the needs, unique culture and desired outcomes. Assembled a task force to craft a uniform approach to the member and game-day experience. Create an enterprise-wide training program based on the new service commitment. Implement on-going aftercare strategy, secret shopping and annual follow-up plan.

The Result

•Worked with key leadership from the Buccaneers, Raymond James Stadium and all game-day partners for event staff, security, food service, retail, cleaning services, parking, etc.
•Created a tailor-made guest service mission, vision and set of branded standards.
•Delivered annual training for over 3,000 staff members, supervisors, and leadership.
•Improved from a 27th ranking in overall guest satisfaction to #1 in 2012, 2013, 2015 and 2016.
•Achieved benchmark status in service excellence for the NFL and beyond.

missusa

The Challenge

The Miss Asia USA Cultural Pageant has been a premier event for women for over 25 years. This important pageant has evolved into multiple pageants that now include Mrs. Asia USA, Miss Teen Asia USA, Miss Latina Global, Mrs. Latina Global and the Miss Teen Latina Global cultural pageant. These unique competitions involve over 90 Asian and Latin countries from around the world. The founder desired to provide delegates with a rich and rewarding experience that goes far beyond the competition. The intent was to transcend beauty and gowns to become a launching pad for future leaders and become an industry standard of excellence.

The Solution

The Bryant Group conceived, designed, developed and launched Beyond the Beauty Leadership Academy. This exclusive learning platform would be custom built to provide domestic and international delegates with world-class techniques in professional development, business savvy and leadership.

The Result

• Launched a transformative and industry-leading training academy for personal and professional development.
• Elevated delegate skills in personal branding, dining etiquette, public speaking, networking, leadership, entrepreneurialism and financial management.
• Delivered invaluable tips and techniques by industry experts in key subject matter areas.
• Equipped and inspired delegates through interactive activities and real-life scenarios.
• Over 95% of delegates go on to become business leaders, entrepreneurs, or thought-leaders in industries such as engineering, law, education, real estate, fashion, finance and more.

The Challenge

First Republic Bank offers private banking, private business banking, and private wealth management, including investment, trust and brokerage services. The bank boasts over 30 years of fiscal growth with nearly $50 billion in assets and a host of celebrities as loyal clients. First Republic desired to elevate the client experience, create a culture of excellence and deliver a world-class level of service at every banking office across the United States. The goal was to become the “Ritz-Carlton” of banks.

The Solution

Conduct a comprehensive evaluation with executive leadership to gain a deep and working understanding of the needs, culture and desired outcomes. Execute a pre-program mystery shop audit of service quality at select locations. Compliment and build upon existing service philosophy. Deliver a tailor-made program in marquee service and relationship-based banking. Provide a platform, foundation, and roadmap for sustainable success and a more engaging client experience.

The Result

• Developed a new and improved enterprise-wide commitment to service excellence.
• Delivered workshops for branch network that included San Francisco, Los Angeles, San Diego, Boston and New York.
• Prepared management team with a blueprint for a culture of service excellence.
• Recognized as the #1 private bank in the nation by the Family Wealth Report.
• Named Best Private Bank by Private Asset Management magazine.
• Ranked #6 on the list of America’s Best Banks for 2017 by Forbes Magazine.

The Challenge

The Charlotte Hornets is a best-in-class franchise with a world-class owner in Michael Jordan. The franchise was striving to improve the overall guest experience, increase league service scores and improve the service culture. The challenge included creating greater consistency and collaboration with game-day partners in food service, event staff, security, suites and club level, ushers and retail. The opportunity also involved the inclusion of the sales team and front office personnel. The Charlotte Hornets turned to the Bryant Group to achieve these objectives and more.

The Solution

Conducted a comprehensive evaluation with leadership team to gain a deep and working understanding of the needs, culture and desired outcomes. Provided expertise and helped build upon an emerging and newly branded service philosophy. Devised tailor-made curriculum to compliment the NBA league-wide service initiative while addressing the unique organizational opportunities with the Hornets organization and strategic partners.

The Result

• Delivered dynamic training workshops for over 2,000 game-day staff, front office personnel, supervisors, and senior leadership.
• Receiving steady stream of positive guest letters and significant increases in season ticket renewal rates.
• Achieved the highest increase in guest satisfaction scores in the NBA for the season.
• Program success inspired executive overview and mock training session for owner, Michael Jordan and the executive team.
• Improved from a 29th ranking to 6th in the league.
• Program nominated for the NBA Guest Service Excellence Award.

The Challenge

The City of Austin is a top ranked city and is known for being the state capital of Texas, the live music capital of the world, a film center, one of the fastest growing and safest cities in the United States and voted high as a desirable place to live, among other good things. However, with a visionary and progressive City Manager, Austin is now on a quest to achieve the rare distinction as the most customer-centric city in the United States.

The Solution

Conduct a comprehensive evaluation with executive leadership to gain a deep and working understanding of the needs, culture and desired outcomes. Led task force of key city leaders and stakeholders to build upon existing core values and develop new service focus. Designed and created training curriculum based on emerging service principles. Developed pilot program strategy and train-the-trainer solution.

The Result

• Partnered with the City Manager and executive team to develop Austin’s first citywide customer service initiative.
• Developed and provided a comprehensive strategy to equip over 12,000 city employees.
• Built interactive and engaging curriculum that is customizable to every department.
• Delivered dynamic and successful pilot program for two benchmark departments.
• Launched groundbreaking program to help position Austin as the most service-centric city in the United States.

“Every seat has a name, and every name has a story.”
~Unknown