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Webinar: Inspect What You Expect: Leadership, Standards, and Customer Service When It Matters Most

May 14, 2026 11:00 AM - 12:00 PM (EDT)

Description

Overview of Webinar:

The session will focus on the connection between leadership decisions, service standards, and the overall customer experience. It is built around leadership principles that apply across organizations and industries, with examples relevant to transportation operations.

About Your Presenter:

With more than 30 years of leadership experience, including two decades in ground transportation, Brian Dickson has built a career helping organizations operate smarter, grow faster, and deliver world-class service.


As Owner and Principal Consultant of GNEMA Member, Bus Business Consultants, he brings that expertise to life by driving performance, culture, and growth in ground transportation — working directly with operators to assess key functions, strengthen leadership, and develop winning strategies. 


Brian began his professional journey at Walt Disney World, rising through the ranks and gaining firsthand insight into the power of culture, safety, and guest experience. His career evolved through increasingly senior roles at Coach America, Arena Americas, and Alliance Bus Group. He then returned to Disney, where he led teams of 1,000+, managed over $100M in annual revenue, and drove major operational transformations across transportation, parking, and ride services. Following his tenure at Disney, he served in a senior leadership role at All Aboard America Holdings, contributing to the performance and growth of one of the largest privately held motorcoach companies in North America. 


Along the way, he earned degrees in business, hospitality, and tourism management — and developed a leadership style rooted in values, accountability, and results. In 2024, Brian founded Bus Business Consultants to share his experience with operators across the country. Today, he works directly with transportation business owners and executives to strengthen operations, improve safety and service, and unlock long-term profitability.

Location

Virtual

Virtual Learning

Pricing

Free Member Only Event

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Contact Information

Name: Patricia Cowley
Phone: (908) 750-4538
Email: pcowley@gnema.org
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