Fm Evolution

SummaryIn this episode of Service Evolution, host Jim Robinson is joined by Lori Prust for part two. Lori is the owner of 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.Central to Lori's coaching philosophy is the transformative power of self-awareness. She emphasizes beginning with inner reflection to understand personal motivations and stress triggers—using prevalent tools like the Enneagram framework to decode personality types and guide personal growth. Through weekly sessions, this methodology helps clients discover stress management techniques, develop emotional intelligence, and craft intentional growth plans.Throughout the episode, Lori discusses the importance of recognizing past experiences to identify per

SummaryIn 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 streng

SummaryIn 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 curr

SummaryIn 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

SummaryIn 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 import

SummaryIn 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 eff

SummaryJoin 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 busin

SummaryJoin 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.Thro

SummaryJoin 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 v

SummaryJoin 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 exec

SummaryIn 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 know

SummaryIn 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 encou

SummaryIn 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) Uti

SummaryGet 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 plethor

SummaryOn 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

SummaryOn 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 LinksShawn BlackJim Robinson CGP Maintenance and ConstructionQuotes“I can tell you unequivocally, businesses will be gone in about twelve months, p

SummaryJoin 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 ThoughtsLinksShawn BlackJim Robinson CGP Maintenance and ConstructionSarah Noel BlockTiny MarketingQuotes“It’s all about the value. Are you actually understanding who your customer is, what their challenges are, what their triggers are that gets th

SummaryIn 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) Virt

SummaryOn 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 Au

SummaryOn 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) Forgi