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Service Evolution

Business & Economics Podcasts

Service Evolution is the ultimate destination for America's service industry leaders. We provide the insight and advice you need to advance in your career, learn new skills, and advance in the service industry. Our podcasts feature interviews with industry experts, advice from successful leaders, and inspiring stories of success. Whether you're at the beginning of your journey or looking for ways to further your success, Service Evolution is here to help you take the next steps toward success. Join us as we explore the service leadership world and discover how to make a positive impact today.

Location:

United States

Description:

Service Evolution is the ultimate destination for America's service industry leaders. We provide the insight and advice you need to advance in your career, learn new skills, and advance in the service industry. Our podcasts feature interviews with industry experts, advice from successful leaders, and inspiring stories of success. Whether you're at the beginning of your journey or looking for ways to further your success, Service Evolution is here to help you take the next steps toward success. Join us as we explore the service leadership world and discover how to make a positive impact today.

Language:

English


Episodes

The Customer Service Revolution: Why It's Trending in the Service Industry

2/16/2024
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)

Duration:00:43:05

Navigating 2024's Customer Service and Leadership Trends

2/2/2024
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)

Duration:00:40:43

Creating Unforgettable Customer Experiences with Jim Knight

1/12/2024
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)

Duration:00:46:31

The Fine Line Between Micromanaging and Mentoring

12/22/2023
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)

Duration:00:38:55

Navigating the Leadership Tightrope: Overpromising, Under Delivering, and Reaching Too Far

12/15/2023
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)

Duration:00:30:10

Mastering B2B Content Magic: ABM, AI, & More W/ Sarah Noel Block

11/10/2023
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)

Duration:00:32:00

Keeping It Real: Navigating Virtue Signaling in Service

10/20/2023
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)

Duration:00:38:51

Engaging Audiences in a Crowded World: Unveiling the Secrets to Lasting Impact for your Service Business

10/13/2023
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)

Duration:00:45:12

Mastering Influence: Your Key to Success

10/6/2023
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)

Duration:00:40:44

Breathing Easier: Revolutionizing Air Quality, Health, and Energy Efficiency

9/1/2023
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)

Duration:00:48:05

Breaking Through Barriers: Overcoming Obstacles in Service Industry Success

8/25/2023
Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim dive into the hurdles that service industry professionals face every day. They discuss how a positive mindset can transform an obstacle into an opportunity, the importance of decision-making and accountability, and how setting goals will lead you on new journeys. Show Notes (2:24) Common Hurdles Service Industry Professionals Face (4:27) Keeping a Positive Mindset in the Face of Adversity (12:13) Coaching and Mentor Relationships (16:23) Decision-Making and Accountability (20:09) Strategies for Setting Goals (26:57) How Setting Goals Leads to New Journeys (31:04) Turning Negativity into Positivity Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “I always ask, ‘What do you need to take ownership of?’ And it’s not that I need to hear that there was something that needed to be owned, it’s that we embrace the ownership concept. And there’s [power] behind that because taking ownership of the errors, the mistakes, or the misunderstandings—even if it’s not you—taking the ownership of that is really a change.” - Jim Robinson, (5:08) “Adding the positivity to a negative situation will change it very quickly. It usually leads to great ownership. It usually leads to a great education opportunity. There’s nothing negative about those.” - Jim Robinson, (11:27) “Setting goals isn’t about the goal. Setting goals is about the journey. So, you set a goal to take you on a new journey, and from that new journey, you will develop new goals or aspirations.” - Jim Robinson, (27:50)

Duration:00:39:57

The Power of Atmosphere: Creating an Environment for Exceptional Service

6/16/2023
Summary On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim dissect the impact that atmosphere and environment have on organizations and their success. The pair explores how intentionally designing your physical, cultural, and digital environments can elevate performance and deliver outstanding customer experiences. Tune in to unlock the secrets of harnessing the power of organizational atmosphere in the service industry. Show Notes (1:01) The Power of Atmosphere (2:02) Providing Services Your Customers Want (6:12) How Your Environment Affects Service (11:07) Leveraging Digital Environments to Create Exceptional Customer Service (18:57) How Do You Measure Your Atmosphere and Environment? (26:30) Common Environment Challenges Businesses Face (34:34) Ensuring the Environment Is Consistent across Mulitple Locations (37:42) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “Knowing your buyer is really, really important. [If] you deliver exactly what they’re looking for, they’ll never leave you.” - Jim Robinson, (3:28) “Whatever you give off is what you’re going to get. And your surroundings, your space, your environment—you’ve got to contribute to that..whatever gifts that you have. But in all cases, hard work and gratitude—it’s going to make the environment a much different feel. And if everybody’s on the same page like that, it’s going to be a very different feel for everybody involved, including the buyer that’s on the phone.” - Jim Robinson, (16:02) “It’s easy to keep a very good environment for your employees when there’s no challenges. It’s very important that we manage the challenge to our environment immediately. Make sure that environment stays consistent. When the problems arise…be an owner of the situation.” - Jim Robinson, (32:17) “If you give the right environment to your employees, they’ll give that to your buyer. They’ll give that to your customer.” - Jim Robinson, (34:26)

Duration:00:39:28

Building Trust through Empathy: Unleashing the Power of Service Excellence

6/2/2023
Summary On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim explore the transformative power of empathy and trust in the service industry. They discuss why empathy and trust are the bedrock of exceptional service experiences, and they offer a few practical strategies for fostering empathy and trust within your teams and customers. Show Notes (1:01) Introduction (1:55) The Power of Empathy (8:01) How Leaders Can Foster Empathy and Trust within Their Team (10:15) Autonomous Leadership (15:10) Making Empathy and Trust Your Mission (19:45) Measuring Empathy and Trust (25:41) How Effective Communication Helps Grow Empathy and Trust (27:14) Good Leaders Are Empathetic (30:34) The Positive Future of Empathy and Trust (35:09) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “If they don’t feel trusted, they will [never] perform at 100% because they feel as though they’re waiting on somebody else to do a portion of it or something related to it. So we have to trust 100%, but more importantly, they have to feel trusted.” - Jim Robinson, (9:17) “I’m super autonomous, and because of that, I didn’t want to have a whole bunch of rules [for the company]. I like to keep things simple. I like to trust people to do the right thing.” - Jim Robinson, (26:18) “I can tell you that if there’s somebody that’s leading, it’s because they have empathy. I don’t know that I’ve ever come across somebody in my circles that is in a true leadership role and lacks empathy. So I think it’s an inherent characteristic that you’re going to have empathy.” - Jim Robinson, (28:18)

Duration:00:36:21

Rise Above: The Power of Persistence and Resilience in the Service Industry

5/26/2023
Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim delve into the transformative power of persistence and resilience in the dynamic world of the service industry. From demanding customers to unforeseen challenges, they explore how these essential traits can elevate businesses and drive consistently great performance. Discover the mindset shifts, strategies, and support systems that empower service industry professionals to overcome setbacks, adapt and thrive. With captivating insights and real-world examples, Jim shares invaluable advice on cultivating a growth mindset, maintaining a positive attitude, and bouncing back stronger than ever. Join them as they celebrate triumphs, unveil secrets, and ignite the motivation necessary to embrace challenges head-on and unlock the full potential of persistence and resilience. Get ready to rise above and witness your service evolve into something truly exceptional. Show Notes (1:01) Introduction (3:58) The Importance of Persistence and Resilience (8:37) Strategies for Implementing Persistence and Resilience (11:41) Stories of Persistence and Resilience (18:29) How Reframing Setbacks Contributes to Persistence and Tenacity (28:14) The Impact of a Circle of Influence (38:13) How Self-Care Helps Your Recharge (42:02) Celebrating Success Along the Way (46:01) Closing Thoughts Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “It’s perception. What you project out is what you’re going to get back. And if you [have consistently great performance] and you are going for all top-tier clients, they’re really going to become top-tier clients because of your perception and how you’re going to serve them at that level.” - Jim Robinson, (8:13) “Strategy is really coming up with action items to accomplish [a] goal or whatever that achievement needs to be…If you want to change people to raise their grit, you have to have positive reinforcement.” - Jim Robinson, (9:19) “You’ve got to stay in it. You’ve got to go after it. You’ve got to be persistent. Even when it’s negative or no, you have to be able to keep going forward.” - Jim Robinson, (14:49) “When things get negative or are perceived negative, you have to see it for what it truly is, not what you’re thinking it is in the moment. Think about what you’re going to see it as on Friday or in one year from today.” - Jim Robinson, (20:56)

Duration:00:48:13

Cultivating Success: Insights on Impactful Habits in the Service Industry

5/19/2023
Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Jim discusses how he has identified, implemented, and maintained the essential habits that have contributed to his thriving business. He dives deep into how he’s used these impactful habits to create exceptional customer experiences, enhance employee engagement, and promote business success. He provides valuable insights on habit transformation, identity-driven habits, and purposeful environment adjustment. Finally, he considers how focusing on impactful habits can revolutionize your service offerings and elevate your business. Show Notes (1:01) Introduction (2:01) How Repetition Creates Impactful Habits (7:20) Rewarding Employees for Their Habits (9:28) Identity-Driven Habits (11:28) Establishing a Culture that Cultivates Effective Habits (14:47) Are Habits Tied to Purpose? (19:16) Facing Challenges in Habit Transformation (22:17) Technology’s Impact on Habits (31:01) The Cheat Code to Cultivating and Sustaining Impactful Habits Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “Repetition is the creator of a skill. And so if you keep saying things and doing things long enough repetitively, they start to get traction.” - Jim Robinson, (4:10) “The things that you want to continually grow are the things you have to repeat, repeat, repeat.” - Jim Robinson, (5:25) “We don’t say, ‘Hey, we’re going to create a new habit for you.’ We just say that we’re going to be very, very consistent with intentionality—Here’s what we do, and here’s why we do it.” - Jim Robinson, (6:48) “In the business side of things, there needs to be an emotional attachment to what’s being presented. I deliver content with a lot of passion. And when I start speaking in front of a group, I just get fired up, and I want to deliver. And I don’t want to stop until I see shiny eyes in the crowd. I want to make sure that people are super attentive.” - Jim Robinson, (21:02)

Duration:00:34:26

Crafting Your Service Brand: Creating a Lasting Impression on Customers

5/5/2023
Summary On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, CEO of CGP Maintenance and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim discuss the importance of how service businesses brand themselves. The pair covers branding success stories, challenges, and advice that every business can learn from, whether it’s part of the service industry or not. Show Notes (1:10) Introduction (2:59) What Inspired Jim to Start a Service Business (5:11) The Importance of Brand Image (12:07) Using Core Values to Keep Your Brand Consistent (14:10) Challenges with Branding a Service Business (19:46) Measuring Success with Your Brand (23:36) Common Mistakes When Branding a Service Business (26:21) Advice for Standing Out from the Crowd (28:32) Incorporating Customer Feedback (31:38) How to Stay Current with Marketing Trends (35:53) Keeping Your Service Brand Relevant Links Shawn Black Jim Robinson CGP Maintenance and Construction Quotes “So we got a lot of traction just based on that because it was truly aligned at my core with what I wanted to do with the rest of my life—be the CEO of a lot of fixers. And that’s really how we started.” - Jim Robinson, (4:16) “You really have to come up with whatever that brand is as an identity piece. That’s really important because that represents [you] when you can’t talk to somebody.” - Jim Robinson, (8:02) “We meet needs and wants. And if you deliver on those consistently, that becomes your brand.” - Jim Robinson, (10:41) “I was able to build a business very quickly, but it’s not sustainable until the team is there. And you’ve got to be able to trust your team. You’ve got to be able to grow the team. And that became my number one priority in a very short order.” - Jim Robinson, (24:56) “Being in business isn’t about being in business. Being in business is about impacting. And Impacting lives is very intentional for us…And it’s recognized by our clients. And we’re well known, certainly in our space of service in the facility side. We’re known across all verticals in that space. They just know who CGP is. We’ve been around a really long time, and they know we care for our people.” - Jim Robinson, (29:07)

Duration:00:41:16

Exploring Restaurant Facility Management: Leadership, Success Stories, and Career Advancement Strategies with RFMA

3/17/2023
Summary: On this episode of Service Evolution, hosts Shawn Black and Jim Robinson sit down with Bevin McPherson, a regional facilities manager for Inspire Brands, a multi-brand restaurant company whose portfolio includes some of the largest worldwide fast-food restaurants. Bevin is a prominent member of the Restaurant Facility Management Association who shares her insights on leadership, success stories, and strategies for career advancement in restaurant facility management. Throughout the episode, Shawn, Jim, and Bevin explore how RFMA is staying relevant with modern trends and making a positive impact on the restaurant industry. Stay tuned until the end to find out more about upcoming events and how you can get involved with RFMA. Unlock your true potential with us today! Show Notes: (1:25) Introducing Bevin (5:29) Becoming a Chairperson for RFMA (8:12) Being Successful (9:20) Changes in Facility Management (13:23) Inspiring Industry Stories (17:09) Strategies for Restaurants (21:39) Advancing Restaurant Industry Leaders (25:04) How RFMA Stays Current (26:51) RFMA’s Impact on the Restaurant Industry (27:49) The RFMA Annual Conference (29:14) Closing Thoughts Links: Shawn Black Jim Robinson CGP Maintenance and Construction Services Bevin McPherson Inspire Brands RFMA RFMA Annual Conference Quotes: “I wanted to continue serving. I feel like it’s really rewarding. And to see the results of that through the conference, through the calls, and seeing the members bring up something in one committee and then seeing it to fruition is really rewarding.” - Bevin McPherson, (7:04) “With the labor shortages and everything, you still want that personal touch. All those companies out there, the way they treat people when they come through the drive-through or in the restaurant, that personal touch is everything.” - Bevin McPherson, (11:14) “Nobody is holding information. Nobody doesn’t want to share. And that’s what I’ve found to be the biggest help. You can give anybody a call…If you just open up and open that door, they will help you.” - Bevin McPherson, (22:49) “That’s what we're always looking for is new ideas. We continue to talk about technology and all these youngsters coming up or people that are new to the industry and have different ideas, different outlooks, and we look at the same thing everyday and we’re like, ‘How do we solve this problem?’ And new ideas help everybody in the industry.” - Bevin Mcpherson, (26:04)

Duration:00:31:10

Unlocking the Power of Inclusion

2/17/2023
Summary: On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout this episode, Shawn and Jim delve into the role of inclusion policies and practices and how team building promotes leadership development. They discuss how to establish an atmosphere of diversity in the workplace, the benefits of inclusion in the service industry, and what character traits produce effective leaders. Unlock your true potential with us today! Show Notes: (1:07) Introducing Jim (5:04) Inclusion’s Influence on Team Building (8:03) Developing Inclusion in the Workplace (10:18) What Makes an Inclusive Policy Good (12:53) The Benefits of Inclusion on Leadership (15:46) Measuring Inclusion Success (22:22) Fostering an Inclusive Atmosphere (24:53) Recruiting Focused on Diversity (27:16) Individuals Who Make Effective Leaders (31:09) Essential Inclusion Practices Links: Shawn Black Jim Robinson CGP Maintenance and Construction Services Quotes: “The reality is we never had exclusionary behavior. Our core values and who we are has always been inclusive. It’s always been diverse from our offerings to who we employ and work with. It’s always been at our very core, this is who we are.” - Jim Robinson, (5:32) “We included people that certainly were not leaders when we drafted them into the program, and we did that openly. We said, ‘We want you because we can help. We can grow. We can expand. And we can change lives.’ And that’s from inclusion.” - Jim Robinson, (13:06) “When you serve at a high level, you’re served at a high level. When you give something, you get it. That’s the only way it happens. And when you start serving at a high level, you can’t outrun the level of serving you’re going to receive. It’s a reciprocal thing in a natural, organic way.” - Jim Robinson, (17:48) “You have to master following. Before you can be a leader, you’re following at a mastery’s level. And if you follow really well, you’re going to be able to line up and start doing the leadership thing.” - Jim Robinson, (29:56)

Duration:00:33:14

Uncovering the Impact of Paid Leave Policies on Today's Workforce

2/10/2023
Summary: On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout this episode, Shawn and Jim delve into the world of paid leave policies and explore how the great resignation of 2020 changed employers' approach to employee compensation and benefits. They discuss what businesses must consider when designing a policy to remain competitive in the job market and examine the introduction of flexible working options, government incentives for employers who provide paid leave, and potential criteria to measure the success of an organization’s implementation. Join us for an important discussion on paid leave policies and unlock your true potential today! Show Notes: (1:06) Introducing Jim (4:50) Paid Leave Policy Considerations (6:57) Paid Leave’s Influence on the Great Resignation (11:13) Incentives for Employers to Offer Paid Leave (14:47) Other Forms of Compensation (22:53) Good vs. Excellent Paid Leave Policies (24:45) Policies That Benefit the Employee and Employer (30:15) Monitoring Paid Leave (31:09) Criteria for Measuring Paid Leave Implementation (33:13) Closing Question Links: Shawn Black Jim Robinson CGP Maintenance and Construction Services Quotes: “We give more than what the normal in our space is. We’ve always done it that way. We’ve always made it a little bit more interesting than what our verticals are.” - Jim Robinson, (5:31) “The people that are in our space specifically, they hear that and they desire to come here because of the totality of the packages that they’re going to receive and the treatment they’re going to receive. They know if they’re coming here, we’re going to grow them as an individual.” - Jim Robinson, (9:42) “When you come in to us, we tell you up front, if you’re not interested in growing, you’re in the wrong company. We really desire to help you find that next gear, that next level.” - Jim Robinson, (13:50)

Duration:00:35:33

Leadership Trends from 2022 and What Is about to Change

2/3/2023
Summary: On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim’s 37 years as CEO of CGP Maintenance and Construction Services, he has garnered extensive experience guiding teams through periods of change and managing how seamlessly they adapt. Throughout this episode, Shawn and Jim discuss how leadership trends in 2023 are going to differ from 2022 and how those developments will impact the industry as a whole. Unlock your true potential with us today! Show Notes: (0:55) Introducing Jim (3:12) Upcoming Changes in Leadership (5:59) The Evolution of Leadership Roles (10:16) Changing Communication Styles (15:08) Sticking to the Fundamentals (18:36) Impending Changes in Technology (24:21) Diversity Inclusion Initiatives (27:41) Generational Shifts in Leadership (30:32) Leadership Advice Links: Shawn Black Jim Robinson CGP Maintenance and Construction Services Quotes: “It’s like a new pair of shoes. If you have to have the current pair of shoes, they become obsolete in six months. Why not wait six months and buy a great pair of shoes? It’s the same thing in leadership. If you keep changing just to change, you’ll be obsolete very quickly.” - Jim Robinson, (3:47) “We don’t need more rules. We need a few rules. What if you get rid of all the rules? Chaos ensues and you become obsolete. So it’s really important we pay attention to what noise is versus what the fundamentals are. If you shut out all that noise, you’re going to win.” - Jim Robinson, (14:11) “I need all that diversity and different levels of education so we can drive a result for our buyer or client. We’ve always practiced that. We didn’t create a new set of rules to say, ‘Here’s what we’re going to do on this.’ It’s been at our very core that we are diverse in what we do.” - Jim Robinson, (24:43) “If you don’t get your core values right, it’s a starting point for your company, but a stopping point for the growth of your employees. You have to make sure your core values are clearly defined…Make sure they’re not a stumbling point, but a growth point.” - Jim Robinson, (30:51)

Duration:00:32:26