The Brett/Robinson Way
Thirteen principles guide how we work and how we care for you, starting with doing what's best for the customer.
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How We WorkOur 13 Principles
Select any principle to read what it means to our team.
Do What's Best for the Customer
In all situations do what’s best for the customer, even if it’s to our own detriment. There’s no greater way to build a reputation than to steadfastly do what’s right for others EVERY DAY!
Do The Right Thing, Always
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right.
Deliver Legendary Customer Service
Do the little things, as well as the big things, that blow people away. Create extraordinary experiences they’ll tell others about. Always ask yourself, “Is this my best work?” Everything you touch has your signature.
Create a Tone of Friendliness and Warmth
Every conversation, phone call, e-mail, and voicemail sets a tone and creates a feeling. Pay attention to every interaction and be sure you are setting a tone of friendliness, warmth, and helpfulness.
Check the Ego at the Door
It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Make sure every decision is based solely on advancing company goals.
Honor Commitments
There’s no better way to earn people’s trust than to be true to your word. Do what you say you’re going to do when you say you’re going to do it.
Practice Blameless Problem Solving
Apply your creativity, spirit, and enthusiasm to developing solutions rather than pointing fingers and dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake again. Learn from experience.
Find a Way
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it. Deliver results by setting lofty goals and tracking your progress.
Listen Generously
Listening is more than simply “not speaking”. Quiet the noise in your head and let go of the need to agree or disagree. Above all, listen to understand.
Go the Extra Mile
Be willing to do whatever it takes to accomplish the job…plus a little more. Take the next step to solve the problem. It’s the extra mile that separates the average person from the superstar. Be a SUPERSTAR!
Look Ahead and Anticipate
Solve problems before they happen by anticipating future needs and addressing them in advance. Preventing issues is always more effective than correcting them.
Guest questions
What is The Brett/Robinson Way?
The Brett/Robinson Way is the set of 13 principles that guides our team, beginning with “Do What's Best for the Customer” and ending with “Be Relentless About Improvement.”
How many principles are in The Brett/Robinson Way?
There are 13 principles, listed in order on this page.
What is the first principle of The Brett/Robinson Way?
Our first principle is “Do What's Best for the Customer,” followed by “Do The Right Thing, Always.”
Which principles focus on customer service?
“Deliver Legendary Customer Service,” “Create a Tone of Friendliness and Warmth,” “Listen Generously” and “Go the Extra Mile” speak directly to how we care for our guests.
Where can I learn more about Brett/Robinson?
Read the History of Brett/Robinson or visit our F.A.Q.s page.
Experience The Brett/Robinson Way
Find your next Gulf Shores or Orange Beach stay and see our principles at work.
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