Service Evolution

Summary In this episode of Service Evolution, host Jim Robinson is joined by Lori Prust, owner and coach at SOAR Clarity, a company on a mission to help women recognize their worth, live in their strengths, and recognize their blind spots, leading to more joyful and focused lives. SOAR’s vision is to foster a new trend of unconventional women, helping them cultivate self-awareness while empowering them to uplift and support others in their community. Lori shares her personal story of feeling out of alignment in her corporate job, and credits Jim as one of the catalysts who encouraged her to explore her passion further. With his mentorship and her own introspection, Lori became a life coach certified and eventually left her secure but unsatisfying corporate career. She emphasizes the importance of recognizing and nurturing one's unique strengths and talents. Furthermore, a unique aspect of Lori’s journey is her collaboration with her daughter, Anna, in building SOAR. This mother-daughter duo combines their strengths to create a synergistic team dedicated to helping others achieve personal and professional growth. They leverage tools like the Enneagram for personal development, ensuring that their clients receive tailored coaching experiences. Lori also touches on the role of faith in her journey, highlighting how her Christian beliefs guide her approach to coaching and business. She underscores the importance of serving others, whether it's through personal interactions or broader philanthropic efforts, aligning with her mission of giving back. Listen today! Show Notes (00:00) Introduction (01:52) Lori’s Exit from the Corporate World (04:23) Defining Moments That Encouraged Lori to Coach (07:30) Navigating New Career Challenges (9:31) The Role of Faith in the Creation of SOAR Clarity (14:02) Lori’s Daughter’s Involvement in SOAR (17:57) Lessons Lori Learned in the Corporate World (23:49) Encouragement to Transition into Coaching (24:47) Closing Thoughts Links Jim Robinson CGP Maintenance and Construction Lori Prust SOAR Clarity

Summary In this episode of Service Evolution, host Jim Robinson explores the dynamic world of facility management, emphasizing the significant role technology has played in transforming the industry. Jim shares his journey in the space, highlighting how the shift from manually handwritten work orders to more sophisticated AI-driven processes has revolutionized efficiency and client satisfaction. One notable point Jim makes is the need for facility managers to embrace technological changes rather than shunning them. AI, despite its current verbosity and occasional ambiguity, has the potential to enhance operational efficiency. For instance, AI is already being used to generate detailed analytics on equipment life, driving behaviors, and safety measures, which leads to improved performance and cost savings. Additionally, Jim underscores the importance of continuous learning and adaptation. He shares an inspiring anecdote about Dan Cathy from Chick-fil-A, who would learn a new app daily to stay technologically current. This approach not only helped Cathy stay ahead but also ensured that his team benefited from the latest technological advancements. In conclusion, Jim's message is clear: facility managers must stay engaged, embrace technology, and continuously adapt to remain competitive. The transition might be challenging, but the long-term benefits, including increased efficiency and staying ahead of client demands, make it worthwhile. Tune in today! Show Notes (00:00) Introduction (04:00) How Technology Has Shifted Client Expectations (13:05) How AI Improved Safety and Optimized Workdays (14:05) The Quickly Evolving Nature of Technology (17:13) Learning New Technology Regularly Links Jim Robinson CGP Maintenance and Construction

Summary In this episode of Service Evolution, host Jim Robinson explores the importance of authenticity and integrity in leadership, particularly in the context of hiring and team development. Jim emphasizes selecting team members who not only excel in their roles but also embody genuine service and a commitment to helping others. Additionally, he underscores his leadership style as autonomous, believing that micromanagement stifles creativity and growth. Clarity in expectations, Key Result Areas (KRAs), and Key Performance Indicators (KPIs) are paramount for fostering an environment where team members can thrive and innovate independently. Jim also discusses the cultivation of leadership skills within the team, pointing out that not everyone aspires to climb the corporate ladder; instead, some aim to excel within their current roles. He stresses the importance of mentorship and targeted training, including the application of Maslow's hierarchy of needs and spiral dynamics theory, to foster deep connections and drive personal and professional growth. Furthermore, authenticity is a recurring theme in Jim’s strategy for building and maintaining relationships. He champions bringing one's ego and true self to the table to create genuine connections, which he believes are key to successful business relationships. Authentic leaders, he argues, are often philanthropic and visionary, looking beyond immediate results to long-term impacts. The episode concludes with Jim noting the current societal challenge of high demands and low delivery, advocating for aspiring leaders to focus on making their teams the best they can be through inspiration and support. Show Notes (00:00) Introduction (05:16) Philanthropy’s Role in Leadership (08:28) Authenticity When Building Client Relationships (11:30) How Compassion Positively Impacts Lives (15:55) Aspiring Leaders Inspire Improvement (17:23) Empowering Others to Elevate Everyone Links Jim Robinson CGP Maintenance and Construction

Summary In this episode of Service Evolution, Shawn Black and Jim Robinson are joined by Joshua Witte, the Director of ESG Sustainability and Energy at Dollar Tree. The interview explores Dollar Tree's ESG (Environmental, Social, and Governance) program and its progress over the past three years. Joshua shares that Dollar Tree has set ambitious goals to achieve net zero emissions by 2050 through the implementation of various initiatives to reduce waste and improve energy efficiency. Additionally, Shawn, Jim, and Joshua discuss the importance of incremental changes and getting vendors to buy into sustainability efforts with the conversation touching on the challenges of sustainability regulations in different countries. This approach highlights the need for companies to measure and reduce their carbon footprint, engage with stakeholders, and align with sustainability goals, emphasizing the importance of starting with low-hanging fruit and gradually building upon it. Moreover, the conversation analyzes the importance of implementing an ESG program and the challenges and benefits associated with it, calling to the financial savings and operational efficiencies that can be achieved through sustainability initiatives. Lastly, Joshua shares his experiences and lessons learned from implementing an ESG program and provides advice for companies looking to start their own. Overall, this episode emphasizes the urgency and opportunity for companies to take action and make a positive impact on the environment and society. Show Notes (00:00) Introduction and Catching Up (02:48) Progress and Goals (06:08) Implementing Initiatives (09:19) The Power of Incremental Changes (11:13) Engaging Vendors in Sustainability (14:52) Challenges of Waste Reduction (19:07) Tangible vs Digital (21:04) Navigating Sustainability Regulations (25:06) Engaging Stakeholders for ESG Success (28:35) Starting with Low-Hanging Fruit: A Gradual Approach to Sustainability (32:52) Advice for Companies Starting Their Own ESG Program Links Shawn Black Jim Robinson CGP Maintenance and Construction Joshua Witte Dollar Tree

Summary In this episode of Service Evolution, Shawn Black and Jim Robinson dive deep into the service industry's current economic challenges, offering a wealth of advice for business leaders navigating recessionary fears. The conversation spans several critical topics, including customer retention, revenue diversification, and cost management, stressing the importance of understanding financial realities in business. Shawn and Jim both additionally emphasize the necessity of having a clear plan and staying organized to steer through turbulent times effectively, discussing how providing exceptional value to clients and setting prices based on deliverables and perceived quality can help businesses maintain their footing. This approach is particularly crucial in ensuring that businesses do not fall into the trap of competing solely on price, which can erode value and quality. Also highlighted is the transformative role of technology in the service industry. By leveraging new tech tools, businesses can enhance efficiency and speed, meeting the evolving demands of their customers. However, they caution that integrating new technologies should be done judiciously to ensure cost-effectiveness. Both hosts bring home the point that the right blend of authenticity, creativity, and leadership support is vital to fostering an evolving, loyal workforce. Their discussion offers valuable insights and practical advice, inviting leaders to stay proactive and resilient. Show Notes (00:00) Introduction and Overview (04:36) Cost Management: Trimming Fat Without Losing Quality (11:31) The Role of Technology in the Service Industry (16:11) Revenue Diversification: Adding Value to Clients (20:21) Customer Retention and Loyalty in the Service Industry (22:09) Avoiding Fear-Based News and Focusing on Growth Links Shawn Black Jim Robinson CGP Maintenance and Construction

Summary Join us for this episode of Service Evolution as hosts Shawn Black and Jim Robinson discuss team dynamics and managing the team during tough times. They explore the signs of underperforming or distrustful employees and the importance of addressing these issues. Furthermore, they analyze the need for continuous growth and the challenges of managing through shifts and changes, emphasizing the importance of a positive culture, ongoing support systems, and resilience training to maintain a healthy work environment. Shawn and Jim delve into understanding shifts and changes within the workforce, discussing employees they term "tractors" who are methodical and consistent, and "non-tractors" who experience highs and lows which may affect overall morale. They also touch on the impact of detachment and disconnection on employee performance, stressing that ongoing support and training are essential in maintaining resilience in the workforce. Jim underscores the necessity of addressing employees who hinder the business's progress. He remarks that leaders and managers are in the "fixing business" and should view these challenges as opportunities for growth. Effective communication, emotional maturity, and setting clear action items and accountability are highlighted as crucial steps in resolving internal issues among employees. Both Jim and Shawn shed light on personal challenges impacting business operations, discussing the importance of coaching and training employees to navigate these difficulties. The conversation extends to the external influences on employee performance, emphasizing an entrepreneurial mindset to propel the company forward. Overall, the episode highlights the significance of effective leadership and the profound impact it has on the success of a business. Show Notes (0:00) Introduction and Rushing the Content (4:00) Recognizing and Addressing Underperforming Employees (6:25) Managing Team Dynamics during Shifts (10:46) Creating a Positive Culture and Supportive Environment (12:36) In Sickness and in Health: Managing Employee Illness (17:19) The Role of Leadership in Minimizing Fallout (20:51) Minimizing Impact through Continuous Growth and Learning (25:22) Building Resilience in the Workplace (27:31) The Real Impact on Business Links Shawn Black Jim Robinson CGP Maintenance and Construction

Summary Join us for this episode of Service Evolution as hosts Shawn Black and Jim Robinson delve into the intricate world of team dynamics and effective leadership. Jim starts off by describing the dire consequences of a weak link in a chain, emphasizing the necessity of identifying and addressing weaknesses within a team to prevent potential failures. This analogy sets the stage for a broader discussion on the importance of understanding and strengthening the "chain" in a business context, which requires consistent engagement, clear communication, and well-defined meeting agendas. Additionally, Jim and Shawn expand on the importance of balancing team performance in the workplace, exploring the concept of a balanced team dynamic and how it involves all departments working together in unison. They also discuss how imbalance can affect the overall performance of the company, touching on the role of leadership in sustaining high performance and the importance of training and professional development programs. Throughout the episode, Shawn and Jim highlight that effective team management becomes challenging when team sizes exceed eight to twelve members, necessitating the creation of smaller units. More manageable teams allow organizations to maintain high performance through forward-thinking, addressing both good and bad habits, and being disruptors who reassess ongoing processes. Furthermore, they underline the importance of loyalty among employees and the need for leaders to inspire while implementers execute. With growth inevitably comes challenges, heightening the importance of the 80/20 rule for delegating tasks, ensuring leaders can focus on critical responsibilities, and sharing practical strategies for sustainable high performance. Show Notes (0:00) Introduction (2:01) Creating a Balanced Team Dynamic (4:35) Identifying and Addressing Weak Links in the Chain (9:26) Fostering a Culture of Continuous Learning and Growth (13:03) The Role of Leadership in Sustaining High Performance (26:06) Maintaining High Performance (33:58) The Role of Leadership in Sustaining High Performance (36:35) Conclusion Links Shawn Black Jim Robinson CGP Maintenance and Construction

Summary Join host Shawn Black on Service Evolution as he engages in a dynamic conversation with business strategist and service industry veteran, Jim Robinson. Shawn and Jim delve into the nuances of team performance across various levels—high, middle, and low—within the service industry. Additionally, they explore what distinguishes these performance tiers, the unique challenges of each, and how leaders can effectively guide their teams through these varied levels to enhance productivity and engagement. Through candid anecdotes and insightful discussions, the duo unpacks strategies for identifying potential in underperforming staff, the importance of structured training, and the role of leadership in fostering a culture of high achievement. They also tackle the topic of managing high performers, addressing both the rewards and complexities they bring to an organization. Whether you're a manager seeking to refine your leadership skills or an employee aiming to navigate the corporate ladder, this episode offers valuable perspectives on performance management that can transform your approach to workplace dynamics. Tune in to Service Evolution for a masterclass in cultivating a thriving, motivated workforce in the service industry. Show Notes (0:00) Introduction (0:53) Defining Performance Levels (4:55) The Evaluation Process of Performance Levels (9:24) Keeping Middle-High Performers Engaged (11:12) The Importance of Autonomy for High Performers (18:14) Managing and Motivating Middle Performers (22:40) Will Everyone Be a Top Performer? (25:16) Identifying the Cause of Low Performance (29:04) Leadership Adaptation for Different Level Performers (37:24) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction

Summary Join hosts Shawn Black and Jim Robinson for an enlightening discussion on the critical role of social and emotional intelligence in the service industry. In this episode, they dive deep into the interplay of these vital skills and how they shape interactions and leadership within service-oriented businesses. Shawn, with his dynamic background in company development, and Jim, bringing his straightforward insights, explore how understanding and harnessing these aspects of intelligence can lead to more effective and empathetic leadership and service delivery. In our increasingly digital world, where remote work and Zoom interactions often leave us feeling disconnected, Shawn and Jim discuss the challenges and solutions to maintaining and enhancing essential skills like self-awareness and empathy to drive the overall success of service-oriented businesses. They'll also talk about the unique pressures and cultural considerations that affect how different roles within a company—from field technicians to executive staff—develop and utilize these essential skills. Whether you're leading a team or interacting with clients, this episode is packed with actionable advice and lighthearted moments to help you enhance your professional and personal interactions. Don't miss this engaging exploration of the less talked about but essential skills that can elevate your service game to the next level. Show Notes (0:00) Introduction (2:51) Emotional Intelligence in the Service Industry (6:33) How Zoom Fatigue Impacts Emotional Intelligence (10:03) Social Intelligence vs. Emotional Intelligence (11:51) Social Intelligence’s Role in Leadership (18:39) Teaching Emotional Intelligence to New Hires (22:31) Strategies for Improving Social and Emotional Intelligence (26:43) Teaching Different Roles Social and Emotional Intelligence (32:41) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction

Summary In this engaging and informative episode of the Service Evolution Podcast, Shawn Black co-hosts a dynamic discussion on the art of attracting top talent and mastering talent magnetism with Jim Robinson and special guest Clifton Savage. Clifton, founder and CEO of Service Leaders Society, has fifteen years of experience and a deep understanding of the contracting and manufacturing world. This episode dives deep into the crucial aspects of creating a workplace environment that attracts and retains the best in the industry. Listeners will gain invaluable insights into creating effective systems for recruitment, the importance of company culture, and the pivotal role of leadership in shaping a company's success. Clifton shares practical strategies for nurturing talent through tailored professional development, emphasizing the need for companies to adapt and evolve to meet their employees' unique needs and aspirations. Whether you're a CEO, HR professional, or team leader, this podcast offers a wealth of knowledge and actionable advice on transforming your organization into a talent magnet. Discover the secrets to fostering an environment where employees are motivated to grow, contribute, and succeed. Don't miss this opportunity to elevate your company's talent acquisition strategy and build a thriving, resilient workforce. For more insights and to access Clifton Savage's Attraction Blueprint, tune into this must-listen episode of the Service Evolution Podcast. Show Notes (0:00) Introducing Clifton Savage (5:26) Challenges in Trying to Attract Top Talent (8:35) Strategies for Optimizing Recruitment (12:12) Showcasing Company Culture to Attract Talent (18:36) Leadership Qualities that Entice Talent (24:54) Hiring Preparation for 2024’s Innovative Trends (32:21) A Talent Pool Success Story (40:27) Action Steps for Implementing Recruiting Tactics (43:57) Professional Development as a Value Proposition (50:34) Measuring the Success of New Strategies (54:31) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Clifton Savage Service Leaders Society

Summary In this conversation, Shawn Black and Jim Robinson discuss the latest customer service trends in the service industry. They emphasize the importance of customer service and the shift from a nice-to-have personal touch to a must-have while exploring the blurring line between a company's brand and its customer service. Additionally, they delve into the impact of technology, including messaging and chatbots, on customer service, as well as the responsible use of customer data. The conversation further covers the benefits and challenges of offering 24/7 customer service and the impact of a nonstop culture. The golden nugget of advice offered is to meet customer demand and deliver exceptional service. In this conversation, Jim Robinson emphasizes the importance of personal connection and developing relationships, and shares his own experiences in customer service that highlight the value of serving people. Jim believes that while technology may change, the power of connections remains constant, and he encourages businesses to meet the needs and wants of their customers to ensure their loyalty. Show Notes (0:00) The Importance of Customer Service in the Service Industry (3:00) The Shift from Nice to Have to Must-Have Personal Touch in Customer Service (6:36) The Blurring Line Between Brand and Customer Service (10:17) The Impact of Technology on Customer Service (13:46) The Rise of Messaging and Chatbots in Customer Service (18:17) Showcasing Company Values through Customer Service (24:18) Being Proactive in Customer Service (27:52) Using Customer Data Responsibly (31:17) Offering 24/7 Customer Service (35:26) The Impact of a Nonstop Culture on Customer Service (38:19) The Importance of Meeting Customer Demand (39:25) The Magic of Personal Connection (40:35) The Key to Business Success: Developing Relationships Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “You have two types of buyers. One’s a numbers buyer. It’s how cheap can I get a burger because it’s a survival tool and I’m going to feed the energy level. And then you have the other ones that need the personal care, the personal service.” - Jim Robinson, (2:54) “Scrutinize the tech, but don’t spend too much time on this. Scrutinize but excel your decision making because you’re going to be a dinosaur and antiquated as soon as you start because it’s moving at breakneck speed. And the key in tech today is how do we speed up everything…but there’s so much technology out there and the key is to decide what has to be sped up, what do you need faster, and then use technology to do that.” - Jim Robinson, (10:55) “[Customer service] has to be personable. So delivery of content, that’s great. Use automation, accelerate the delivery of content, but it isn’t going to change the way you see a brand. It’s with the people that you see the brand.” - Jim Robinson, (17:31) “Your people that are delivering the customer service are conveying your [company] values. So whatever that company value is, it’s when they get off of the value that you’re delivering that the brand gets skewed.” - Jim Robinson, (19:43) “Collect the data that’s pertinent so that you can serve them better. Meet needs and wants. Needs are simple, but wants are more complex because those are very individualistic…[needs] set a standard and then how do they want you to deliver that need. So meet needs and wants better than anyone else and you’ll have a client forever.” - Jim Robinson, (30:00)

Summary In this episode of Service Evolution, Shawn Black and Jim Robinson explore the transformative landscape of customer service and leadership in 2024. They discuss the nuanced challenges of maintaining company culture in a remote work environment and the necessity of clarity in communication and face-to-face interactions. Additionally, they explore the shift toward automated services, sparking the balance between AI implementation and understanding customer needs. Lastly, Jim and Shawn highlight the significance of utilizing data to improve customer support strategies while emphasizing the need for urgent and versatile service channels. Show Notes (0:00) Introduction and Topic Overview (1:10) AI and Automation in Customer Service (3:28) Impact of AI on Jobs and the Future (6:13) Ensuring AI Enhances Customer Service (8:34) The Rise of Ghost Kitchens (9:49) Challenges of Opportunities of Remote Work (12:48) Maintaining Company Culture in Remote Work (19:20) The Growing Need for Real-Time Customer Support (23:31) Utilizing Data to Improve Customer Support Strategy (34:36) Effective Leadership in the Service Industry (36:41) Challenges for Leaders in 2024 (38:51) Conclusion and Excitement for the Year Ahead Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “Everything comes from faith or fear. Faith, you believe it’s going to happen, or fear, you believe all hell is going to break loose and the world’s going to end. You get to choose one of those. But I’d say you have to go in faith. You have to believe that things are going to be okay, that we’re all going to learn something new, we’re going to find to look at things not from a fear base.” - Jim Robinson, (3:28) "It's important to recognize what your true authentic behaviors are. If you're just an execution person, if you just want to execute and drive results, sitting in a home office, that's a great place for you because you're just going to drive results because there's less disturbances. If you're relational and you get deprived of the relational opportunity, you're going to feel deprived and you're going to feel defeated because executing on results isn't your top priority." - Jim Robinson (17:20) "There's a lot of data in that time frame that is really important to the partnership and making sure that we stay the course, even in the challenging times. It's being supportive. Be corrective, be instant, call it and see it, state it as it is, but correct the behavior, but keep the partnership. There's a tremendous benefit to the buyer when there's longevity." - Jim Robinson, (25:14) "So you have to make sure as a leader that, you know, all eyes are on you. Even when you think they're not, they're still watching. And so the high sense of urgency, move quickly, talk quickly, explain with clarity, and that alone is going to influence their decision to either follow you or to abandon ship." - Jim Robinson, (36:13)

Summary Get ready for a high-energy episode of Service Evolution as hosts Shawn Black and Jim Robinson sit down with world-renowned keynote speaker, best-selling author, and podcast host, Jim Knight. As a training and development expert, Jim teaches organizations of all sizes how to attain their own “rock star” status. Jim utilized his experiences and natural-born creativity to consistently develop cutting-edge training concepts, which have won numerous outstanding awards. Additionally, Jim has been recognized by Training Magazine as representing one of the Top 125 training companies in the world out of all industries, and has been featured in many notable publications such as Forbes Magazine, Inc. Magazine, Fast Company, Entrepreneur Magazine, and Fox Small Business News. In this captivating conversation, Jim delves into one of his most recent books and keynote presentation Create Unforgettable Experiences and Turn Customers into Fans, which ranked among Amazon’s #1 Best Sellers list. He also offers a plethora of insights that are vital for any service industry leader aspiring to elevate their customer service game to new heights of excellence. Show Notes (1:12) Introduction to Jim Knight (5:56) The Importance of Being Customer Obsessed (9:00) Practical Tips for Personalizing Customer Service (12:15) Turning Moments from Mediocre to Amazing (17:35) Occupying a Customer’s Mental Shelf Space (23:37) Success Stories of Companies' Raving Fans (29:22) Obtaining a Permanent Spot in the Client’s Mind (36:54) Actionable Ways to Make a Bigger Impact on Customers (43:52) Closing Question Links Shawn Black Jim Robinson CGP Maintenance and Construction Jim Knight Knight Speaker Quotes “I think if you can personalize it, and I would go even farther to say if you could truly customize and individualize the [customer] experience...not that you have to go completely over the top, but I do think when you can make somebody feel seen and heard, you got them. You got them for a little bit longer. I don’t know how long you bought them, but you just got them a whole lot longer than if it was just transactional. That’s absolutely not good enough. You’ve got to make it about them.” - Jim Knight, (9:07) “If there’s a way for you to focus exclusively on the team members, you get them to have a positive experience and you love on them, they’re going to keep showing up. They’re going to be engaged. You will create an army of giants who will then parlay up to the top to take care of the guests.” - Jim Knight, (16:31) “I think it’s a combination of what you’re saying and what you’re doing that ultimately gets to that emotional connection. I think if you get ensconced into their mental shelf space, you’ve avoided that mediocrity. And maybe the bar really is so low that if you did a little bit more than what they were expecting, I think you’re going to win. And I think companies who focus on this will leapfrog their competitors.” - Jim Knight, (29:47) “Immediate stuff that you can start doing right now is hire awesome people, do these fundamentals, but then at the back end, the very last one, you’ve got to go over the top when it comes to service recovery.” - Jim Knight, (39:08) “I talk a lot about organizational cultures and a part of that is service. I’m a firm believer that, regardless of your position, I think a single person with great ideas can start a revolution. That’s how countries are overthrown. That’s how philanthropic organizations get started. That’s how company cultures get amped up. I think everybody who’s listening or watching right now, regardless of their role, can start coming to the party, giving some really good ideas, and thinking creatively.” - Jim Knight, (42:32)

Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. In this insightful episode, Shawn and Jim unravel the complexities of leadership and explore the potential pitfalls of micromanagement, even when things appear to be running smoothly. Additionally, they discuss the warning signs that leaders must be vigilant about while discovering how to find that sweet spot between guidance and independence that leads to more effective and empowered teams. Don't miss this candid conversation on leadership in the service industry, where success hinges on mastering this fine-line! Show Notes (2:23) Defining Micromanagement and Why It Occurs (5:51) When Micromanagement Is Beneficial (12:45) Motivating Disengaged Employees (14:10) The Importance of Self Reflection in Leadership (20:27) Mentorship in the Service Industry (23:44) Providing Guidance without Limiting Creativity (25:37) Encouraging a Mentorship Approach in Leaders (34:08) Closing Question Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “Micromanaging is one of two things. Lack of trust. If you don’t trust somebody, you’re going to grind them if you have to. If you have a team that’s not following the basics, the little things, then you have to find a way to get back to those. Because once you lose those things, then you’re going to lose your ability to accomplish the big things…The other part is you have to train. If you don’t train well, then you get into this micro management of small systems and processes. So it’s related to planning, organizing, and execution.” - Jim Robinson, (4:05) “I would never squash that creativity in areas of weakness unless people embrace their weakness. Unless they do that, everything else is a threat. And the balance is when you get to that level of threat, what does that look like for them…Typically by going back to the fundamentals, I’ll go straight to the basics. Here’s what we do. Here’s why we do it. And then they usually process that.” - Jim Robinson, (24:22) “If you have the humble, hungry, and smart concept right, if you have the humility, I guarantee you the growth happens fast. It’s when that ego shows up and the humility is not present because I’m the best there is, that mentality stifles growth. It’s the ones that think they’re amazing that never get there. In those humble moments when they could grow, they stifle it by saying you're the problem.” - Jim Robinson, (32:15)

Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. In this thought-provoking episode, Jim and Shawn explore the intricate dynamics of leadership, particularly the perils of overpromising, underdelivering, and the relentless pursuit of excellence. They delve deep into the precarious balance leaders must maintain to foster business growth while managing their responsibilities effectively. Show Notes (1:49) Pursuing Growth While Balancing Responsibilities (6:12) Finding the Right Client (16:24) The Dangers of Under Delivering (19:14) Delegating to Accomplish Deliverables (22:33) Turning Visions into Reality (25:19) Encouraging Togetherness with a Defined Mission (29:01) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “I can tell you unequivocally, businesses will be gone in about twelve months, probably shorter, if they stop pursuing. They have to keep pursuing…And it’s the old proverbial tree. They either die or they grow, and you water them, feed them, nurture them, support them, shore them up, do what you have to do, but you don’t get to stop growing. You have to continually pursue that.” - Jim Robinson, (2:16) “Driven people find happiness in being driven. And if you’re cutting yourself short in your career because you’re pulling back the reins on what your true capabilities are, there’s something else going on there. You’re not truly living in your space or where you should be.” - Jim Robinson, (19:57) “Your capacity is what you can envision, right? And if you have a vision of it, it means it’s achievable. Its people are not applying themselves to get to those capabilities…The individual has to have the responsibility of pursuing it to get it handled because if you have a vision of that, it means it’s a reality.” - Jim Robinson, (22:36)

Summary Join hosts Shawn Black and Jim Robinson as they explore the essentials of content marketing, advanced strategies like account-based marketing (ABM) and artificial intelligence (AI), and the transformative power of workshops. In this enlightening episode, special guest and marketing guru Sarah Noel Block expands on the art of content marketing in the B2B realm and unearths actionable insights that will elevate your B2B content marketing game. Show Notes (1:54) Introduction to Sarah Noel Block (3:04) An Explanation of B2B Marketing (8:57) Types of Highly Effective Content (11:50) Approaching Companies Not Focused on Marketing (16:43) About Account-Based Marketing (20:08) How Modern Marketing Is Utilizing AI (26:10) Strategies for Implementing ABM and AI (28:45) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Sarah Noel Block Tiny Marketing Quotes “It’s all about the value. Are you actually understanding who your customer is, what their challenges are, what their triggers are that gets them to start looking for a solution in the first place? And then preemptively building content around that.” - Sarah Noel Block, (4:11) “The biggest transformation [the client] gets is that they get on the same page. What is their value proposition? That session brings everyone together and they finally see that they are saying the same thing, they are just saying it differently.” - Sarah Noel Block, (23:50) “[Video] is great for service based businesses because they are essentially buying a person, they are buying their expertise. They have to work with that person, so they have to know them and they have to like them and want to spend time with them. So bringing in your customer-facing people, your subject matter experts that are already in your company, and having them be the content creators for your business is huge and it really cuts down the sales cycle.” - Sarah Noel Block, (9:24)

Summary In this episode of Service Evolution, host Shawn Black and resident expert Jim Robinson delve into the intriguing topic of Virtue Signaling in the service industry. They define and demystify virtue signaling, explore its implications, and provide guidance on recognizing and avoiding this potential pitfall. The discussion highlights the importance of authenticity in actions and communications. In the second segment, they shift the focus to navigating authenticity, offering real-world examples and practical strategies for service businesses to authentically support causes, while also emphasizing the critical role of leadership in promoting authenticity. The episode concludes with a reminder that authenticity is the bedrock of trust in the service industry, leaving listeners with valuable insights to apply in their professional journeys. Show Notes (2:10) Defining Virtue Signaling (3:46) The Consequences of Virtue Signaling (9:02) AI’s impact on Virtue Signaling (12:36) Recognizing Virtue Signaling (14:25) Virtue Signaling as a Result of Being Misaligned (17:09) Defining and Maintaining Authenticity (24:24) Showing Support without Virtue Signaling (31:48) Promoting Authenticity as a Leader through Core Values (37:07) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “Virtue signaling is saying one thing or representing one thing and doing something completely different. It's being morally or ethically misaligned with what you're stating or representing. But in the service industry, what does that mean? They say they want one thing, but they actually need something else, and they're actually trying to get somewhere else, but they're stating it differently. So you really have to read deeper into what's stated or posted or talked about. Dig deeper. What is the true need?” - Jim Robinson, (2:12) “You don’t have to broadcast [who or what you’re supporting]. It is a very kind gesture to actively post who you’re supporting without saying it.” - Jim Robinson, (24:24) “So authenticity is so imperative. There's a healing in that when you become truly authentic to who you are, you don't go to sleep in pain, you go to sleep to rest because your body needs it, because it's physically and mentally exhausted from serving other people, because you're authentic to who you are.” - Jim Robinson, (27:18)

Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. Shawn and Jim have an insightful conversation on today’s evolving marketing landscape and how businesses can stand out in an increasingly overcrowded marketplace. They discuss the transformations sweeping throughout the marketing world, including an estimated forty-percent increase in marketing messages last year alone. They also consider audience engagement and its undeniable significance in today’s digital realm before providing a few strategies and tactics for increasing engagement with your target audience. Show Notes (1:00) The Evolving Marketing Landscape (6:43) Adding Value through Authenticity (10:49) Using Storytelling to Engage Your Audience (14:00) Authenticity in Messaging (21:57) Leveraging User-Generated Content (27:29) Using Data-Driven Insights to Engage Your Audience (32:39) What Role Does Social Media Play in Audience Engagement? (41:43) Tips for Improving Audience Engagement (43:39) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “You have to market only to the folks that you can actually add value to…You need to do your internal work. You need to see how you align with the company, culture, values, systems, and people. And if you align with those things, what is the value you’re willing to give them?…That’s truly how you get through the marketing of today.” - Jim Robinson, (5:03) “Your stories matter. They have to be real. They have to be super authentic. And then they become instantly relatable…truly get into being a good storyteller, and people will get involved and they’ll pay attention to you.” - Jim Robinson, (12:51) “Don’t keep trying to sell or engage people that are not going to be truly authentic to you or with you. And if you can’t be authentic to them, don’t engage. Only engage the ones you’re going to truly add value to their lives and maybe their family’s lives.” - Jim Robinson, (42:38)

Summary On this episode of Service Evolution, hosts Shawn Black and Jim Robinson continue their insightful conversation on success in the service industry with the incredible Ria Story, a leading speaker, author, coach, and podcast host. In Ria’s most recent book, The Ladder of Influence, the author provides a powerfully simple five-step framework that will help you realize practical steps you can take to increase your influence and become a more effective leader. Throughout the episode, Shawn, Jim, and Ria discuss how The Ladder of Influence can be your secret weapon in navigating the complexities of human interaction, fostering meaningful connections, and excelling in leadership roles. Ria shares real-life stories and actionable tips for boosting your influence and building trust in both your personal and professional life. Show Notes (1:27) Introducing Ria Story (3:21) The Ladder of Influence (10:56) Using the Ladder of Influence to Make a Positive Impact (14:08) Determining Your Level of Influence (18:59) Forging Meaningful Connections Between People (28:49) How the Ladder of Influence Prepares You for Difficult Moments (33:45) Utilizing the Power of Influence in the Service Industry (36:24) Ria’s Advice to Leaders in the Service Industry (37:49) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Ria Story RiaStory.com Quotes “It’s when the problems happen, the crisis comes up, when a client is unhappy, or when there’s a customer job that goes wrong, right? And then we choose to be proactive and rise above anger or frustration or hurt in that moment, and we choose the right response. That’s when we can increase our influence.” - Ria Story, (7:31) “Anytime we are mad, sad, or frustrated in a situation, that’s a red flag that says, ‘I don’t have enough influence in that situation.’ Anytime you’re frustrated or mad or upset, it’s because you wanted to influence somebody to do something they don’t want to do or not do something they do want to do. So when you find that emotion there, it’s because you feel powerless in that situation.” - Ria Story, (14:27) “Leadership is both incredibly dynamic and incredibly simple. When we define leadership as influence, that’s an incredibly simple concept. We all want influence. But leadership can also be incredibly dynamic because people are dynamic, and every single one of us is different. And that’s why it’s so important to focus on the principles and applying the principles of leadership and influence instead of the practices.” - Ria Story, (19:25)

Summary On this episode of Service Evolution, hosts Shawn Black and Jim Robinson explore revolutionary air purification technology with Sissi Liu, CEO and co-founder of Metalmark Innovations. Metalmark is making its indelible mark on the service industry on beyond, striving to combat air pollution and enhance indoor air quality. Throughout the episode, the trio discusses the inception of Metalmark and how it was inspired by nature’s own ingenious designs, as well as how its groundbreaking nanotechnology is transforming air purification possibilities. Metalmark partners with service companies, empowering its customers with simplified, self-maintained air purifications. Whether you’re dealing with the dry deserts of Arizona or the humidity of Florida, Metalmark’s vision transcends climates to provide cleaner, healthier air for all. Show Notes (1:01) Introducing Sissi Liu and Metalmark Innovations (6:20) How Does the Tech Work? (9:50) How Service Companies Can Partner with Metalmark (12:53) How Metalmark Addresses Air Quality in Varied Environments (16:14) The Importance of Air Quality (22:01) What’s Next for Metalmark (26:53) How Metalmark is Reaching Service Providers (31:42) Using Machine Learning-Driven Smart Technology to Increase Efficiency (35:48) Metalmark’s Energy Savings (39:30) Metalmark’s Pilot Testing (43:25) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Sissi Liu Metalmark Innovations Quotes “We structured our material at the nanoscale to give it a number of functions as well. Not the same as a butterfly wing, but we can remove volatile organics, we can catalyze different types of materials. And so that is the starting point.” - Sissi Liu, (8:01) “By limiting ventilation air and allocating some of that energy towards circulated air improvement with localized and smart operations of our system, we can deal with air quality in a way that balances both health and energy.” - Sissi Liu, (14:26) “There’s nothing like actually having data to demonstrate the results. And so we see this as an important piece that it’s not just from a concept perspective that we all know that this is the way it works, but we can actually have measurable numbers to show people.” - Sissi Liu, (39:11) “What we have observed as a problem in indoor air quality is that a lot of tests get done only in laboratories based on standards that are out there. So we certainly have done those, but when you put those systems in a real-world environment, the results can be very different. You have people bringing different things into the environment…There’s a whole bunch of things that are impacted by human activity that are not taken into consideration in a laboratory study. And so this is why we do these pilots.” - Sissi Liu, (40:11)