Elevating Brick & Mortar

Heather Robison describes the importance of consistency and culture in creating a great customer experience. She also  shares the secrets to success behind Dutch Bros' rapid growth from a small-town coffee cart to plans for over 2,000 locations. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Heather Robison, Facilities Manager of Dutch Bros Coffee. Dutch Bros is a drive-thru coffee company founded in 1992, with over 900 locations across 18 states. GUEST BIO:Heather has over 15 years of experience in strategy and growth with a customer focus. She advocates for people over costs, people over profits, and respecting the people on business' front lines. In her free time she participates in RFMA, CASA, WFF, and organizations that support better outcomes for children in foster care. for days and days and thousands of gallons of water going down the drain.TIMESTAMPS:00:17 - All about Dutch Bros06:26 - The role of the physical space09:43 - Heather's story15:25 - The challenge of consistency25:20 - The impact of COVID36:31 - Are robots on their way?38:48 - The future of facilities45:17 - Sid's takeawaysSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKS:Connect with Heather on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Eric discusses how Salon Republic  turned physical spaces into a successful product offering by creating customizable, artistic studios for independent beauty professionals. They emphasize the importance of maintaining these environments to cater to diverse needs while staying cost-effective and resilient to wear.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Eric Taylor, Founder and CEO of Salon Republic. Salon Republic is a collective of beauty experts who share their talents side-by-side, so they can focus on growing their talent, expanding their client list and building their personal brand.Eric Taylor is the founder and CEO of Salon Republic, a 40-unit salon chain with over 3,000 beauty professionals in five states. He's the host of one of the most popular podcasts in the salon industry, and Chair of the Professional Beauty Federation representing the 621,000 licensed beauty professionals and 53,000 establishments in CA.TIMESTAMPS01:06 - About Salon Republic05:27 - Creating a new model16:07 - Making the built environment your product26:46 - How to evolve your vision35:32 - Adapting through COVID49:11 - Future thinking52:13 - Sid's takeawaysSPONSORServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKSConnect with Eric on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Wyatt discusses the shortage of skilled labor, the role technology plays in tackling this issue, and its broader impact on the economy. Wyatt and Sid address ongoing challenges in the skilled trades industry, and what innovative solutions lie on the horizon.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Wyatt Smith, founder and CEO of UpSmith. UpSmith builds technology to address skilled worker shortages, starting with gamification software to help skilled trades companies and technicians win.Guest Bio:Prior to UpSmith, Wyatt led business development for Uber Elevate, Uber's aerial ridesharing business unit. At Uber, Wyatt led a team responsible for 25+ commercial partnerships across the air mobility value chain, generating more than $5B in private sector investment. Prior to Uber, Wyatt served as a consultant at McKinsey. He began his career as a corps member with Teach for America, receiving the 2013 Sue Lehmann Award as a national teacher of the year. Wyatt holds an MBA with Distinction from Harvard Business School and a BS in Human & Organizational Development and Political Science from Vanderbilt University, where he served as student body president and as a young alumni trustee on the Board of Trust. Wyatt grew up on a family-owned cattle ranch in rural Alabama. He and his family live in Dallas.Timestamps:00:48 - About UpSmith01:29 - Wyatt's journey04:36 - What is UpSmith solving for?10:21 - UpSmith's North Star16:14 - How did we get into a trade deficit?26:25 - Today's uses for AI35:10 - Future thinking39:41 - Where to find Wyatt40:16 - Sid's takeawaysSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Wyatt on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Meaningful change for patients comes from healthcare focused on hospitality. Marcelle Parrish emphasizes the importance of a patient-focused approach in healthcare. She says that studying, understanding, and improving each step of the patient experience is crucial.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Marcelle Parrish, CCO of ClearChoice Dental Implant Centers. ClearChoice Dental Implant Centers, equipped with innovative technology, serves more than 200,000 patients across the United States through advanced oral treatments that can help lead to better overall health and quality of life. Guest Bio:Marcelle Parrish, Chief Commercial Officer of Clear Choice Dental Implant Centers and Chief Digital Officer of TAG - The Aspen Group, is responsible for developing innovative strategies to deliver business results across the TAG family of brands and reimagine patient experiences.A Kansas City native, Marcelle graduated from Southern Methodist University and attended George Washington University for her MBA. Upon graduating, she embarked on a 25+ year career holding major digital and brand leadership positions at global retail and direct-to-consumer organizations including Johnson & Johnson, eBay, and Ralph Lauren.Timestamps:00:22 - About ClearChoice00:55 - Marcelle's journey04:52 - Hospitality in healthcare07:02 - Design in healthcare10:37 - How ClearChoice leverages technology15:03 - Adapting to consumers26:20 - Future thinking34:57 - Where to find Marcelle35:28 - Sid's takeawaysSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Marcelle on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Rani says the hospitality industry needs disruption. He describes CitizenM's efficient use of space, a community-driven environment, and integration of technology with a human touch.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Rani Gharbie, Managing Director of Investment & Development at CitizenM Hotels. CitizenM is a fully integrated owner-operator hotel brand, with over 30 hotels in 18 cities.Guest Bio:Rani currently oversees investment and development in the Americas at citizenM, an asset heavy owner-operator hotel group backed by GIC, APG and KRC. Before joining citizenM, he founded New York-based real estate investment firm Cedar Funds and held senior roles with major hotel groups globally such as Virgin Hotels, IHG, Hyatt and BD / Pod Hotels. Rani also teaches “Private Equity Hotel Development” at his Alma Mater, Columbia University's real estate development Master program. He has lived on three continents and speaks three languages. He's an avid traveler, runner, cyclist and swimmer. Guest Quote:We're able to build a really, really efficient product. An efficient product that delivers exceptional return per square foot. And that's why we stand behind the real estate of our brand. Timestamps:00:20 - About CitizenM01:27 - Rani's Role06:39 - Developing a brand promise10:44 - Building the ideal consumer relationship23:01 - Keeping the loop closed27:46 - What did COVID change?37:08 - Future thinking44:28 - Where to find RaniSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Rani on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Shaun discusses Capital One's mission to integrate technology with human interaction to create welcoming, community-oriented spaces that offer more than traditional banking services.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Shaun Rowley, Head of Market Experience at Capital One. Capital One is a bank built on digital tools and human connections. Their approach to banking aims to be a personal one through their cafes.Guest Bio:Shaun Rowley leads the Market Experience team with Capital One's Retail Bank, focusing on bringing reimagined banking to Capital One Customers in their Branches and Cafés. He recently celebrated 21 years with the company since starting as a part-time contact center associate, and has held multiple positions in front line teams, product, technology, marketing, strategy, and analysis. Shaun has a passion for bringing to life new omni-channel experiences that welcome everyone and provide customers with the tools and confidence to improve their personal relationship with money.Guest Quote:Many Americans still value the in person interaction and the human help that is necessary and so valuable. And really, there's no substitute, right, for being able to have that experience face to face.Timestamps:01:12 - What Capital One does01:46 - Shaun's role03:39 - Reimagining physical space09:47 - Defining a north star14:43 - Today's trends17:40 - Using tech to your benefit22:35 - Predicting trends29:08 - Where to find ShaunSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Shaun on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Sanjay shares how to run a successful franchise by following brand processes and adjusting to the shift towards digital, loyalty-driven operations. He also discusses the value of enterprise risk management, compliance, and consistency. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Sanjay Jain, the Chairman of the National DCP Board of Directors and independent franchise business owner. NDCP brings global expertise in strategic sourcing, distribution, restaurant solutions, business services, and supply chain to serve Dunkin', one of the world's leading restaurant brands.Guest Bio:Sanjay Jain serves as the Chairman of the National DCP Board of Directors. He brings 35 years of Accounting, Finance, and Information Technology experience with Fortune 500 companies to the supply chain management cooperative.Jain joined the NDCP Board in 2016, representing Series C. Prior to becoming Board Chairman, Jain served as the Treasurer, co-chaired the Sourcing Committee, and spearheaded the Internal Audit function at NDCP through his role on the Finance/Audit Committee. He currently owns a large network of Dunkin'/Baskin Robbins stores in Queens and Long Island, New York. As an elected District Advisory Co-Chair franchisee from Queens, he is actively involved with the Development Committee, Compliance, NY Sales Taxes and the Wage Group. In his capacity as a member of Dunkin's Brand Advisory Committee, he works with the Menu Management and Development Advisory Sub-Committees.Jain's work as a financial executive and certified public accountant in the retail, food and supply chain industry has included an emphasis on internal controls, financial reporting, tax, and risk management. As the Executive Vice President and Chief Internal Auditor of Abovenet Inc., Jain helped turn the Company from bankruptcy into a publicly traded company on the New York Stock Exchange by working closely with the Audit Committee and the Board of Directors. He developed their annual strategy, conducted risk analysis, and developed corporate plans for both domestic and foreign entities.He also has ten years of public accounting and consulting experience. In his role as Audit Director at Ernst & Young and BDO Seidman in the Metro New York area, Jain helped clients streamline both their operations and control processes, managing and leading groups of professional auditors worldwide that saved his clients millions of dollars. He has been actively involved as a Board member with the Institute of Internal Auditors and has presented at the American Institute of Certified Public Accountants forum.Jain has a Management Information Systems degree from the University of Hartford, a Master of Business Administration degree from Dallas Baptist University and a Master of Commerce degree from the University of Rajasthan in India. Timestamps:13:45 - About NDCP05:17 - Sanjay's venture into franchise ownership08:53 - Following brand guidelines10:24 - Handling consumer expectations20:31 - How do you ensure consistency? 28:35 - Dealing with scarce human capital33:49 - The consumer of the future39:35 - Advice for franchisees41:13 - Where to find SanjaySPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Sanjay on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Richard and Sid discuss the balance between advancing technology and addressing current business needs, including the importance of AI in adding to human capital. Richard describes his vision for the future: one that's approaching faster than we think.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Richard Leurig, President of Accruent. Accruent is the world's leading provider of intelligent solutions for the built environment. They set new expectations for how organizations can use data to transform the way they manage their facilities and assets.Guest Bio:Richard is an accomplished and innovative executive directing highly successful organizations. He has a diverse background in multiple industries holding senior leadership roles. He is involved with a wide range of industries including commercial, industrial, retail, multifamily housing, mortgage, real estate, insurance, spatial, legal, financial services, stock exchanges, retail merchants and payment services.Guest Quote:“When we look at the built environment, customers now are looking for connected and integrated products. They want to be able to actually reduce based on the user and the user profile type. What we're seeing is the need for a single user experience, a user experience dedicated to the type of user that's using it, a persona.”Timestamps:01:03 - Richard's journey03:24 - About Accruent05:37 - Unifying the built environment10:31 - Keeping functions in sync16:38 - The struggle with sustainability24:21 - Today's consumer expectations30:50 - The built environment's future39:35 - Advice for aspiring leaders41:09 - Where to find RichardSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Richard on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

It can be hard to establish reliable culture and community in a standardized physical environment. Mike Gray describes how he does so across his franchises, and what makes for good franchise management.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Mike Gray, President of Rumble Boxing. As a relatively new boutique HIIT fitness center, Rumble has been a franchised brand for 3 years and has over 80 studios and counting.Guest Bio:Mike Gray is a veteran fitness professional with almost 30 years of experience in the fitness industry and holds 19 national fitness certifications. He was born in California and lived all over the US growing up. He started his career in fitness between high school and college at Family Fitness Center, making $4.25 an hour as a floor instructor. Family Fitness Center was bought by what is now 24-hour Fitness, where Mike spent much of his early career rising through the ranks to become District Fitness Manager. He transitioned to UFC Gyms, where he finished as Director of Operations. In 2017, Mike joined Club Pilates as the Vice President of Sales before transitioning to Senior Vice President of Operations in 2018 and then President in 2021. During his time at Club Pilates, he oversaw all departments to grow Club Pilates into the household name it now is at 1,000+ global locations. Following this success, he was named President of Rumble Boxing, Xponential's boxing and strength training workout where he is focused on driving all areas of the business to grow it into another household name in boutique fitness.Timestamps:00:56 - About Club Pilates01:34 - About Rumble Boxing01:58 - Mike's journey06:36 - The North Star of boutique fitness10:27 - Design and construction across franchises17:54 - Building quality assurance27:37 - What's next for the consumer?31:37 - Future thinking35:58 - Where to find MikeSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Mike on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Dave discusses the evolution of his career, the importance of data-driven decision-making, and adapting along with consumer behavior.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Dave Tarantelli, VP of Systems at Citizens. Citizens Financial Group, Inc. is one of the nation's oldest and largest financial institutions. Citizens offers a wide range of retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions. Guest Bio:David brings 20 years of hands-on experience managing large scale projects, while keeping a pulse on the underpinnings and details that make those projects successful.As Vice President of Systems in the Real Estate Operations Group, David oversees the implementation and management of all business support systems that Citizens uses to operate and manage their real estate portfolio, as well as identifying and executing on continuous improvement opportunities. A long-time advocate of data-driven insights and process improvements, David has planned and executed the implementation of 4 software systems including major modules within those systems and custom integrations. He believes a 360° approach to addressing Citizens' physical space needs – from managing work orders to capital planning, under one umbrella of integrated systems is crucial in effectively managing the Bank's assets.Guest Quote:Timestamps:00:26 - About Citizens01:31 - Dave's journey02:53 - Do you need a four year degree?10:38 - Breaking down silos12:38 - Thinking about Facility Condition Index (FCI)27:30 - Facilities' importance in banking31:19 - Training as a labor shortage solution44:11 - The cycle of brand-to-consumer interaction48:02 - Where to find DaveSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Dave on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Brian describes how Racetrac has evolved to fill the needs of the modern consumer. He and Sid discuss the importance of technology in maintaining operational efficiency, and how to deliver a consistent customer experience.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Brian Nay, Director of Field Services at RaceTrac. Racetrac, a family-owned company, owns and operates more than 550 RaceTrac gas and convenience store locations across seven southern states, and more than 200 RaceWay stores in 12 states across the Southeast.Guest Bio:After starting his Racetrac career in the stores, Brian worked his way up through the operations arm of the business before moving to the corporate office in the support center. There he ensured the success of the work order management system, and looked for new features to roll out. He now works in the Director position to work closely with store support teams to make sure brick and mortar maintenance runs smoothly.Timestamps:00:26 - All about Racetrac01:31 - Brian's journey03:14 - Maintaining a brand promise05:13 - Building customer loyalty10:40 - How operations ensure consistency17:31 - How to manage cost, but have quality19:21 - Attracting skilled technicians22:45 - The importance of evolving 33:07 - Brian's advice for the industry36:14 - Where to find Brian36:33 - Sid's takeawaysSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Brian on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

For the past three seasons, Sid has talked with thought leaders from across various industries and functions. They've discussed the impact of the built environment on delivering on your brand promise, combatting the skilled trades gap, the customer of the future, and more. In Season 4, we're digging even deeper into the world of physical retail. Join us as we speak with the visionary leaders that are shaping our industry. 

Bill discusses the rise of smart facilities, the importance of expanding your network, and why the retail apocalypse isn't as close as everyone says it is. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Bill Yanek, CEO of ConnexFM. ConnexFM is an association that empowers multi-site facilities management professionals to make informed business decisions, enhance their company's brand and advance their careers.Guest Bio:Bill is an experienced Chief Executive Officer with a history of leading associations. He's skilled in Business Planning, Management, Business Development, Marketing Strategy, and Organizational Development. Bill earned his Juris Doctor (J.D.) from University of Kansas School of Law. Timestamps:01:19 - About ConnexFM02:48 - Bill's journey05:32 - Having an impact on the industry12:38 - Considering smart facilities18:04 - The industry's PR problem21:40 - Industry trends28:11 - Is there a retail apocalypse?38:53 - Why you should build your network44:35 - Where to find BillSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Bill on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Wing describes his own genuine, unique, and effective way of standing out while building his brand. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Wing Lam, Co-Founder and Owner of Wahoo's Fish Taco. Wahoo's is a fast-casual taco chain that serves tacos full of Asian and Brazilian influences, with over 50 locations across the country and Japan.Guest Bio:Wing Lam co-founded Wahoo's Fish Taco in 1988 with his two brothers Ed and Mingo. Wing has nearly 40 years of experience in the restaurant industry. Wing makes appearances as the guest speaker/panel at events such as the IEG Conferences and has been featured by nation's top campuses like Yale, UCLA and USC MBA Program. Lam is also active in the Asian American Journalists Association. He received the 2018 Corporate Creativity and Innovation Leadership Award from the Child Creativity Lab and the 2018 IMPACT Award from the International Executive Council. Lam, his brothers, and Wahoo's Fish Taco have been named one of the 500 Most Influential by the Orange County Business Journal, Best OC Brand by OC Weekly, the Golden Foodie Award and has countless awards for philanthropy and business achievements.Timestamps:00:53 - About Wahoo's03:14 - A marketing crash course07:14 - Importance of brand association11:32 - Conceptualizing a unique space15:32 - Functions and the brand21:55 - Wahoo's and charity31:40 - Future thinking35:54 - Where to find WingSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Wing on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Myriah explains the critical role of collaboration, innovation, and adaptation in overcoming industry challenges. She emphasizes the value of integration and partnership, as well as cohesive teamwork across departments and with vendor partners. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Myriah Kingen, Director of Facilities Management at Tractor Supply Company. For more than 85 years, Tractor Supply Company has served the needs of recreational farmers, ranchers, homeowners, gardeners, pet enthusiasts and all those who enjoy living Life Out Here. Tractor Supply is the largest rural lifestyle retailer in the U.S., ranking 291 on the Fortune 500.Guest Bio:With over two decades of diverse experience spanning facilities, construction, and procurement, Myriah possesses a demonstrated proficiency in multi-site asset and portfolio management across various sectors, including traditional and non-traditional retail, as well as healthcare. Her commitment to innovation, strategic thinking, team empowerment, and fostering an enjoyable work environment defines her professional ethos. Currently serving as the Director of Facilities at Tractor Supply Company, Myriah leads a dynamic team supporting all repair and maintenance activities across Tractor Supply and Petsense by Tractor Supply locations. She brings a wealth of industry insight and leadership, reflected in her 18-year engagement with the ConnexFM association, where she has contributed extensively to committees, councils, and served as Board Chair in 2019. Beyond her professional endeavors, Myriah finds solace in travel and adventure, having trekked through four countries, including a memorable 60-mile journey over 13 days in Nepal's Everest region. Her upcoming expedition to trek Mont Blanc further underscores her passion for exploration and challenge.TIMESTAMPS**(00:59) - About Tractor Supply**(01:47) - Myriah's journey**(07:51) - Articulating the industry's value**(09:22) - Connex FM**(12:44) - Women in the industry**(17:14) - Navigating the industry's challenges**(28:45) - The consumer of the future**(34:05) - Where to find Myriah**(34:44) - Sid's takeawaysSPONSORServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKSConnect with Myriah on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Tom discusses the retail industry's adaptability to changes like the rise of e-commerce and shifting consumer demands. He also notes, however, that a major challenge is a lack of supply to meet the demand for physical retail space, due to minimal new development. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Tom McGee, President and CEO of ICSC. ICSC is the leading international membership organization serving the Marketplaces Industry. It promotes and elevates the marketplaces and spaces where people shop, dine, work, play, and gather as foundational and vital ingredients of communities and economies.Guest Bio:As the voice of the industry at ICSC, Tom McGee is the leading expert on the marketplaces and spaces where people shop, dine, work, play and gather as foundational and vital ingredients of communities and economies. The majority of the nearly $6 trillion of U.S. consumer activity generated in 2022 by the retail, food-and-beverage, entertainment and consumer service industries occurs within America's marketplaces, representing approximately 1 out of 4 American jobs.Prior to joining ICSC, Tom served as Vice Chairman of Deloitte, LLP, the largest professional services firm in the United States. During his 26 years with Deloitte, Tom held global and U.S. leadership roles, including Vice Chairman, Deputy CEO, National Managing Partner of M&A Services, and Global Chief of Staff.Tom is a noted business speaker with frequent appearances on, among others, Fox Business, Bloomberg and Yahoo Finance. He coined the term “retail renaissance” to describe the convergence of digital and physical channels in retail and is often quoted in national media outlets such as The Wall Street Journal, The New York Times, and USA Today.Tom is the former chairman of Covenant House International, the largest privately funded charity supporting homeless youth in the Americas. He currently serves on the Loyola Marymount University Board of Trustees and is active in numerous other business and community organizations, including serving as a member of the U.S. Chamber of Commerce Committee of 100.Timestamps:**(00:55) – About ICSC**(08:41) – The supply and demand issue of physical space**(15:35) – Macro trends**(17:50) – Long lasting impacts of COVID **(28:12) – Advice for functions**(32:34) – Future thinking**(37:00) – ICSC's consumer stats**(45:19) – Where to find tom**(46:00) - Sid's closing thoughtsSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Tom on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Anjee shares insights from Colliers' consumer studies. She describes the shift from traditional shopping habits to a more digital and socially driven approach, and notes the importance of integrating online and offline shopping experiences in order to cater to modern consumer preferences.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Anjee Solanki, Head of US Retail at Colliers. Colliers is a leading diversified professional services and investment management company. Colliers maximizes the potential of property and real assets to accelerate the success of clients, investors and people.GUEST BIOIn Anjee's current role, as National Director, Retail Services and Practice Groups for the U.S., she provides strategic leadership to more than 500 retail professionals nationally, covering investment sales, agency, retailer representation, and asset repositioning advisory services.Anjee Solanki brings 30 years of focused retail estate experience, and world-class expertise regarding everything retail to Colliers International. She provides strategic retail advisory services to enhance value for her clients with her expertise in lifestyle, community, power center, neighborhood, mixed-use retail/residential, and resort retail. Her strategy identifies current market and property inefficiencies to capture untapped value through asset repositioning, releasing, redevelopment, rehabilitation, proactive management, and enhanced marketing. Creative problem-solving is her specialty, and she becomes a key stakeholder with national and international retailers, such as JPMC, Opry City Stage/Ole Red and Tim Hortons, and many others. Her highly focused approach reduces the risk profile and provides clients with a thoughtful approach executing strategic multi-year planning initiatives.  TIMESTAMPS**(01:00) – All about Colliers**(03:28) – Anjee's retail outlook**(07:43) – Online vs. Offline shopping**(14:56) – The space supply issue**(19:25) – Physical space creates trust**(32:16) – Future thinking**(39:55) – Big growth strategies**(45:37) – Where to find Anjee**(45:37) – Sid's final thoughtsSPONSORServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKSConnect with Anjee on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Wade discusses the importance of seamless integration between physical and digital experiences. He describes a future where tech enhances operational efficiency, while preserving the people-first nature of hospitality. Wade envisions a future where every channel for accessing food is not only more convenient, but still preserves the fundamental desire for human connection around a table. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Wade Allen, EVP of Strategic Growth at Costa Vida. Costa Vida is a Mexican coast-inspired restaurant franchise. Today Costa Vida has restaurants in a growing number of US States and in Canada, and is positioned to be one of the fastest growing restaurant franchises in North America. GUEST BIO:With over 22 years of experience in the restaurant and retail industry, Wade is a seasoned executive with a passion for leading teams to drive transformative business strategy and digital innovation. He's currently serving as the EVP of Strategic Growth for Costa Vida Fresh Mexican Grill, where he spearheaded initiatives in Marketing, IT, Off-Premise, Analytics, and Guest Insights contributing to the brand's ongoing success. During his nearly decade-long tenure at Brinker International, he held diverse executive roles, including Chief Digital Officer (CDO), Chief Information Officer (CIO), Head of Innovation, and VP of Marketing. Hisstrategic leadership played a pivotal role in shaping the company's trajectory and fostering innovation across various domains.Wade is recognized for his commitment to building innovative digital and mobile customer experiences, leveraging integrated marketing principles, data insights, emerging technologies, and consistently delivering solutions that resonate with today's tech-savvy consumers. His expertise lies in restaurant and retail innovation and operations, marketing, information technology, data security, customer loyalty, digital transformation, mobility, digital strategy, and advanced analytics. He specializes  in navigating the complex landscape of our industry, consistently pushing the boundaries to stay at the forefront of innovation.TIMESTAMPS:**(00:41) – About Costa Vida**(01:47) – About Wade's role**(06:35) – Expectations in dining**(12:15) – Macro trends**(15:18) – Keeping up with consumer needs**(28:23) – Addressing the labor shortage**(26:52) – Tech in the space **(37:09) – Sid's final thoughts SPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKS:Connect with Wade on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

This year, ServiceChannel commemorates its 25th anniversary. To celebrate, we've put together 25 of the most interesting tips for facilities transformation from some of our guests over the past three seasons. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we'll review some of the most compelling insights from our guests over the past three seasons of the show. From the impact of AI to addressing the labor shortage to the customer experience of the future, this episode is a heavy hitter!TIMESTAMPS:00:48 - Solving the Facilities PR Problem: Jackie Aubel, host of “Toolbox for the Trades” podcast02:41 - Good Standards Result in Good Experiences: Roger Goldstein, Executive Director of Facilities and Energy at Panda Restaurant Group 04:22 - Raising Awareness About Facilities' Importance: Kara Cutino, Vice President, Store Development, Facilities Services, Asset Protection & Store Purchasing at Ascena Retail Group06:13 - Shift to Preventative Maintenance: David Shalenbourg, Technical Director with Delhaize Technics 07:07 - The Short End of the Stick: Nick Ammaturo, Head of Indirect Procurement, Subway12:02 - Leveraging Technology to Address Shortages: Leigh Pearson, Senior Director of Facilities, sustainability, sourcing, and Procurement at Staples Canada14:25 - Why Investors are Looking to the Trades: Frankie Costa, CEO of Helios Partners15:40- Maintenance as Key to Customer Loyalty: Caitlin Wischermann-Ornitz, VP Strategy at Champagne Hospitality18:10 - Have an Asset Management Strategy: RJ Zanes, Senior Director, Facilities Maintenance at Sam's Club21:26 - Evolving with Technology: Mike Guinan, Vice President Operations Services at White Castle22:20 - Make good on Your Investments: Tom Sansoucy, VP, Facilities at EG Group, America25:00 - Elevate Holistically: John Ludlow, VP of Omni Operations at Designer Brands28:06 - The Positive Impact of Diversity: Jaclyn Frenzel, President, OnSite31:23- Accelerate Efficiency with Tech: Deena McKinley,  Chief Experience Officer at Papa Gino's Pizza 33:51 - Leveraging VR in the Trades: Doug Donovan, CEO of Interplay Learning35:22 - The ROI of Investing in Great Customer Experiences: Josh Witte, Director of Energy, Sustainability, and ESG at Dollar Tree36:33 - Build the Right Team: Kenneth Jones, Director of Facilities at Heartland Dental 38:40 - Uplift Your Brand Through Facilities: Mark Warren, Vice President, Facilities, Real Estate & Development at KinderCare Learning Companies39:53 - Make an Experience Seamless: David Bloom, Chief Development and Operating Officer at Capriotti's and Wing Zone41:25  - The Necessary Path Forward: Jim Owens, Chief Growth Officer at SDI43:35  - Using Convenience to Your Advantage: Chris Walton,  Co-CEO of Omni Talk45:22  - Subtle Design is Your Friend: Mark Landini, Creative Director, Landini Associates47:56 - Good Relationships Result in Success: Jamie Goldberg, Vice President Real Estate and Development at One Medical49:15- Closing Thoughts from SidSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKS:Connect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Let's debunk the myth about higher education and success: it's important to promote the trades as a viable and meaningful career. Frankie also explains how a heavy focus on talent made his business more successful than ever.On today's episode, we talk with Frankie Costa, CEO of Helios Service Partners. Helios Service Partners–the result of the nation's top independent HVAC-R businesses coming together–is the industry leader in multi-site mechanical services. They service 42 states with their 100% self-performing technicians.Guest Bio:Frankie Costa is the CEO of Helios Service Partners, the premier national self-performing mechanical. Helios Service Partners provides HVAC, refrigeration, plumbing, and commercial kitchen services to regional and national multi-site clients. Prior to Helios, Frankie led an industrial mechanical contractor in Oklahoma and Texas. He is a licensed attorney and previously worked in software and finance. Frankie holds an MBA from Harvard Business School, a JD from Yale Law School, and a BA from Yale College.Guest Quote:“There's something deeply ministerial, deeply meaningful about trying to create good, dignified jobs across the country.”Timestamps:**(00:27) – About Helios Service Partners**(01:14) – Frankie's career journey**(05:59) – Helios' North Star**(11:10) – Driving investment in the space**(15:02) – The business of talent**(25:37) – Dealing with the talent shortage**(29:22) – Future predictions **(44:11) – Sid's final thoughtsSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Frankie on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Jackie discusses the often-overlooked value of contractors, as well as the PR challenges facing the facilities industry. It's critical to emphasize the importance of trades, and to attract talent with not only wages, but top-notch company culture.Welcome to Elevating Brick and Mortar, A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Jackie Aubel, host of the “Toolbox for the Trades” podcast and Senior Content Marketing Manager at ServiceTitan. ServiceTitan is an operating system for the trades, which it believes has been underserved by technology. The platform enables thousands of business owners to accelerate growth, drive operational efficiencies and deliver a superior customer experience.Guest Bio:Jackie is a Content Marketer, Podcaster, and Comedy Writer. She's been working as a marketer in the B2B SaaS space for 10; She specializes in creating thought leadership content through webinar and podcast channels. When she's not hosting webinars, interviewing guests for the Toolbox for the Trades podcast, or managing her growing team of content creators , she spends her free time writing sketch comedy and short stories. Jackie recently got her Master's in Marriage and Family Therapy.Guest Quote:“Contractors are the foundation of society as a whole. And unfortunately, due to some poor stereotypes and bad PR the last couple decades, people don't see them as the incredibly valuable members of society as they are.”Timestamps:00:00 - Intro00:38 – What is ServiceTitan?06:16 - Jackie's journey09:41 –  Where's your company going?12:46 - Building great customer experiences22:58 - The industry's PR problem25:56 - Recovering from COVID31:27 - Overcoming the labor shortage39:10 - Forward thinking43:32 - Where to find Jackie44:37 - Sid's final thoughtsSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Boost your efficiency and get the best of both ServiceChannel and ServiceTitan.Now, if you use ServiceTitan as your business management software, you can see, accept, and schedule your ServiceChannel work orders right from within ServiceTitan. Work order details are automatically populated in both platforms — no more time-consuming, error-prone double entry.Links:Follow Jackie on LinkedInFollow Sid Shetty on LinkedinCheck out the ServiceChannel Website

Caitlin describes how the hospitality industry can innovate for the guest of the future. Her insight on building true connections between locations, guests, and locals contains wisdom for leaders in all consumer-facing industries. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. Today, we'll hear from Caitlin Wischermann Ornitz, VP of Strategy at Champagne Hospitality, a luxury boutique hotel brand with the purpose of preserving and celebrating local culture and heritage. As members of the communities where it operates, Champagne Hospitality is deeply committed to environmental stewardship and to the wellbeing of its neighbors, greater communities, guests, staff, and our planet. Guest Bio:Caitlin Wischermann Ornitz is the Vice President of Strategy at Champagne Hospitality, a luxury hotel collection with properties in Champagne and Burgundy in France and St. Barths in the Caribbean. She is a fourth generation hotelier and applies a strategist mindset to the industry where she has her roots.She was formerly a strategist at McKinsey & Company where she provided management consulting services directly to clients and industry insights to the public through the think tank McKinsey Global Institute. Her time was spent primarily with finance and real estate clients on topics related to growth and sustainability. Caitlin lives in New York and joined McKinsey after completing her MBA at Columbia Business School. Caitlin graduated magna cum laude from Cornell University, College of Arts & Sciences as a triple-major in Economics, German Studies, and Comparative Literature. Guest Quote:“How do you take care of your investments? And I think that takes the ownership side of things to have a committed investment to maintaining your asset, right? Making sure that you're putting capital into taking care of it. On the operational side, though, it's the people who work with us. They care about the product itself.”Timestamps:00:42 - What Champagne Hospitality does01:55 - About Caitlin's role04:35 - Caitlin's background09:19 - What brings customers back?19:35 - Why it's important to build with the community24:08 - Being genuinely sustainable28:19 - Who's the customer of the future?35:24 - The future of hospitality39:19 - Sid's takeawaysSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Caitlin on LinkedInConnect with Sid on LinkedinCheck out the ServiceChannel Website

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.Brands everywhere are struggling to compete during a shortage of skilled workers. By making skill and trade training more accessible, we can start to address one of the industry's biggest challenges. Today we'll hear Doug Donovan, CEO and Founder of Interplay Learning. Interplay is the global leader in online, Virtual Reality and 3D simulation training for the essential skilled trades. Guest Bio:Doug Donovan is the CEO and Founder of Interplay Learning, the global leader in online, Virtual Reality and 3D simulation training for the essential skilled trades. Interplay's solution is more scalable and effective than traditional methods and is transforming how “hands-on” careers--like electricians, plumbers, maintenance and HVAC technicians--are accessed and trained. More than 1,500 companies are using Interplay to improve their businesses, and more than 175,000 professionals and students have used Interplay products to advance a technical skillset or start a career. Prior to Interplay, Donovan founded two software companies and developed a small ski area in Colorado. Donovan holds a BA from the University of Virginia, and an MBA from the Haas School of Business at the University of California, Berkeley.Timestamps:00:20 - What is Interplay Learning?01:12  - Doug's journey14:42 - Solving for the skilled workforce shortage16:44 - The three Rs21:55 - The bet on VR31:37 - AI and Interplay37:23 - Future thinking45:58 - Sid's takeawaysSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Doug Donovan on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Allison talks about why she loves her job, the importance of a consistent impression, and why an accessible space puts you ahead of your competition.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.A good facilities team makes an experience consistent, no matter how fast or big your company gets. On today's episode, Sid speaks with Allison Turner, SVP of Development at Bond Vet, the petcare company. Allison talks about why she loves her job, the importance of a consistent impression, and why an accessible space puts you ahead of your competition.GUEST BIOAllison Turner is the current SVP of Development at Bond Vet, an urgent & wellness petcare company. As a leader her team manages the Real Estate Strategy, Design & Construction, Procurement & Launch, and Facilities functions. She brings 25 years of experience through established brands as well as start-ups focusing on brick & mortar scaling. She specializes in driving sustainable growth through smart design and cost efficiencies.GUEST QUOTE“Your pet is an extension of your family and we're really trying to provide a service that when they walk in their door, they know they are in good hands. That the minute you walk in from the environment you see, to the initial greeting from the care coordinators, that you know you're in the right place.”TIMESTAMPS00:28 - Allison's role07:44 - What brings the customer back?13:14 - What makes a good facilities team?18:22 - Building talent for the future25:09 - Tech's role27:46 - Future thinking29:15 - Where to find AllisonSPONSORServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKSConnect with Allison Turner on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Today we'll hear from Joshua Witte, Director of Energy, Sustainability, and ESG at Dollar Tree Stores. Dollar Tree is a Fortune 150 company and one of the nation's leading value retailers. They offer a wide selection of products at extremely competitive prices. At Dollar Tree, Joshua brings his experience in facilities/construction management and consulting, store and fixture design to drive sustainability in the brand.Guest Bio:Josh is a facilities, Sustainability and Construction/Design professional with over 25 years experience in the industry. He has a wide variety of experience in facilities/construction management and consulting, store and fixture design, sustainability, building operations, customer/vendor relations, multi-million dollar project management, merchandising, commercial and industrial sales, real estate asset management and contract negotiation.Guest Quote:“We call it the three Ps in sustainability: people, planet, profit. And if you can blend all three of those together, it becomes table stakes for any organization that wants to be serious and continue moving forward.”Timestamps:00:00 - Intro00:25 - Josh's Role02:25 - Getting into Sustainability06:56 - Dollar Tree's North Star13:09 - Rising Consumer Expectations14:22 - Where's your company going?23:35 - Impact of Young Customers29:55 - Future Forward37:25 - Sustainability at HomeSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Josh Witte on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Season 3 is launching soon – and we are leveling up! Check us out in full video on Youtube to really get to know our guests - some of the most inspiring thought leaders in the space. They'll join Sid to discuss the crucial role that Facilities, Construction and Operations play in designing and delivering a compelling customer experience.Tune in to learn innovative ways to plan and care for your brick and mortar spaces in order to delight customers, gain their loyalty, and drive brand growth.We'll see you soon for Season 3 of Elevating Brick and Mortar – streaming now on all platforms.

In Season 2 of Elevating Brick and Mortar, many interviews discussed tech advancements that elevate the customer experience. Today we're recapping how digital experiences in a physical space make time in a store better. From AI to robotics to drones, all improve operations and deliver a human touch in areas where it matters - customer service.TIMESTAMPS01:35  – John Ludlow addresses labor shortage challenges04:43 – Kirk Beaudoin describes the bleeding edge of innovation10:06 – Mike Guinan on restaurant innovations12:49 – Mark Warren is skeptical of AI in childcare15:09 – Deena McKinley doesn't think AI is a threat to jobs17:56 – Leigh Pearson asks if the industry is ready20:52 – Marco Zanardi describes how we compete for mindspace25:53 – Morgan Seghin emphasizes embracing tech27:16 – David Bloom talks about the convenience boom30:29 – Chris Walton predicts consumer expectationsSPONSORServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKSConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome to Elevating Brick and Mortar, a podcast about how operations and facilities drive brand performance.On today's episode, we talk with Leigh Pearson, Sr. Director of Facilities, Sustainability, Sourcing, & Procurement at Staples Canada. Staples Canada provides expert knowledge, unique products and innovative services made for the changing needs of today's entrepreneurs, teachers, parents and students.In this episode, Sid and Leigh discuss how to make a meaningful impact through sustainability and energy efficiency. Leigh also describes why passion and authenticity are so important to achieving success in the workplace.Guest Bio:In 2007, Leigh started working at Staples as a Management Trainee and has worked her way up. Today, she is responsible for the facility maintenance, repair, and service related programs for all Canadian properties (305+ locations) as well as setting the sustainability agenda and identifying key focus areas for the company. For her efforts, Leigh was named to Canada's 2014 and 2016 Clean50, which offers recognition to Canada's leaders in sustainability for their contributions over the prior two years and has been honored by Retail Council of Canada twice in the area of Sustainability. Currently, she sits on the board of the PRSM Charitable foundation.Time Stamps:** 00:25 - Leigh's journey** 05:46 - Advice for leaders** 10:42 - Passing the baton between teams** 13:09 - Importance of sustainability** 20:23 - Handling supply chain issues** 25:04 - Preparing for labor shortages** 27:04 - Facilities and the future of techSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Request a custom demo here. —Links:Connect with Leigh on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

In this episode of Elevating Brick and Mortar, Sid interviews Mark Warren about how valuable physical spaces are to the entire childcare industry. Mark describes the importance of a well-maintained brick and mortar to establish trust with his clients–parents of young children. TIMESTAMPS**(00:23) - Mark's beginnings **(05:48) - Buildings and brand perception**(09:08) - Mark's expanding role**(10:53) - The importance of KinderCare Teachers**(13:00) - Thinking about location**(13:48) - The labor shortage**(18:42) - Supply chain issues**(21:25) - Emerging technologies**(26:27) - Making KinderCare sustainableSPONSORServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.LINKSConnect with Mark on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

On today's episode, we talk with Mike Guinan, Vice President Operations Services at White Castle. White Castle is America's first fast-food hamburger chain, started in 1921. The family-owned business now owns and operates more than 350 restaurants. Mike Guinan has worked in many roles since he started at White Castle more than 38 years ago. He began behind the counter learning the grill, and eventually made his way to Vice President Operations Services. In his current position, Mike oversees Destination locations, Real Estate, Construction, Engineering as well as leading the company in Robotic and Automations. In this episode Mike discusses how White Castle is bringing robots, AI and tech into the kitchen to revolutionize the restaurant industry. He describes how the business makes quality food that meets or exceeds expectations, with greater efficiency.Quotes"We're very excited about [kitchen robotics]. I promise you, it's not gonna take anyone's job away. It's gonna enhance their job. And more importantly, it's going to enhance how the customer is able to interact with us and how we're able to deliver against what their expectation is." - Mike GuinanTime Stamps**(00:31) How Mike got started**(02:27) How White Castle stands the test of time**(08:23) White Castle's iconic design**(13:13) Leveraging robots and tech in the kitchen**(21:50) Evolving the restaurant space**(28:23) Adapting to technologyLinks Connect with Mike on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome back to Season 2 of Elevating Brick and Mortar! The podcast about how operations and facilities drive brand performance. In this episode, we talk with Marco Zanardi, President of Retail Institute Italy. Retail Institute Italy is a non-profit Association Focused in the Marketing at Retail field. Their mission is to promote the culture of the point of purchase and retail business. There, Marco manages global innovation projects, multi-functional teams, and oversees strategic plans and executions. In this episode, Marco explains how to keep the attention of your audience, how to match your company's values to those of your customers, and what trends are emerging in the retail space.Guest quote “The new generation, by and large, has an attention between eight and 10 seconds. We are in an attention economy. Attention economy because you have to get the attention of your client in 10 seconds!”Timestamps00:56 - How Marco got to his current role03:56 - Marco's retail outlook08:52 - Competing in an attention economy18:16 - Living up to customer values24:16 - Merging the digital and physical environment31:00 - Looking forward to the futureSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Marco Zanardi on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with John Ludlow, VP of Omni Operations at Designer Brands. Designer Brands is a leading footwear and accessories retailer that operates a portfolio of retail concepts with a shared goal of inspiring self-expression. Prior to joining Designer Brands, John led Under Armour's North America Omni Channel team. He also worked at Nike, where he was responsible for helping shape the company's Connect the Marketplace strategy focused on connecting its direct ecosystem with its strategic wholesale partners while also connecting Nike's digital channels with its physical stores. In this episode John discusses investing in your physical footprint, the importance of aligning your physical and digital experiences, and how Designer Brands is driving customer loyalty. Guest Bio: John leads DSW's Omni Operations team covering store operations & communications, field asset protection, customer service, and retail experience. Prior to joining DSW, John led Under Armour's North America Omni Channel team focused on creating frictionless experiences across all consumer touchpoints. Before that, John was at Nike, where he was responsible for helping shape the company's Connect the Marketplace strategy focused on connecting its direct ecosystem with its strategic wholesale partners while also connecting Nike's digital channels with its physical stores. Early in his career, John worked at Hitachi Consulting, focusing on digital transformation initiatives. When not working, John enjoys spending time with his wife and newborn, as well as traveling the world to immerse himself in different cultures.—Guest Quote“The reason why the store has become such a critical part of these digital native companies is the ability to reach customers that they otherwise would not have been able to reach. When you do invest in those physical footprints, the entire ecosystem raises up so your e-commerce revenue goes up and so forth. So when it comes to Nirvana for us as well, when it comes to expansion or when it comes to our existing stores, I think we have to think about it almost in a similar manner as some of these digital native companies.” - John Ludlow  Time Stamps**(01:43) - What is really means to be VP of Omni Operations **(06:25) - The North Star of Designer Brands**(12:42) - Finding Nirvana **(19:57) - Post-covid customer expectations **(27:49) - What are retailers getting right**(32:56) - Tech John's excited about **(37:48) - Sid's final thoughts   Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Request a custom demo here. —Links Connect with John Ludlow on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Deena McKinley, Chief Experience Officer at Papa Gino's Pizza and D'Angelo's Grilled Sandwiches. Papa Gino's is a family-owned restaurant chain specializing in traditional thin-crust pizza. D'Angelo's Grilled Sandwiches is a neighborhood-style sandwich shop chain in New England. In this episode, Deena discusses the rise of the role of Chief Experience Officer, leveraging automation to empower employees, and how the brand experience should begin internally.   Guest Bio:Throughout Deena's career in marketing and advertising, she has achieved results by maintaining a focus on brands and enhancing the customer experience. With expertise in the retail and restaurant industries, she brings a critical understanding of the intricacies needed to develop and maintain a brand that customers will choose over and over again.—Guest Quote“I think it's really important to look at technology to create efficiencies that will help us grow our top line faster. So to me, the purpose of technology and where technology fits in all of this to help us grow our bottom line is that it compresses the middle of the P&L. You know, it pushes efficiency so that the top line can grow faster and push more flow through down to the bottom. And by doing that, your people are freed up to help do what they need to do to push the top line, which is to process things faster, and get better customer relationships so that they come back more and are more loyal. And all of the things that come from that ultimately drive more business.” - Deena McKinley Time Stamps**(01:51) - Deena's career journey **(07:22) - What IS a Chief Experience Officer **(19:00) - Maintaining customer experience across a franchise **(31:48) - Deena's predictions for the future of her industry **(41:42) - Sid's final thoughts Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Request a custom demo here. —Links Connect with Deena McKinley on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Kirk Beaudoin. Kirk is a passionate and personable Facilities Management professional with over 20 years of industry experience across multiple global brands such as J. Crew and Nike and the former president of Connex FM, the Multi-Site Facilities Management Network. In this episode, Kirk discusses the importance of following the golden rule within the industry, why it's important to offer the best service for the best price, and why those working in facilities are heroes without capes. Guest Bio:Kirk is a passionate and personable Facilities Management professional with over 20 years of industry experience across multiple global brands such as J. Crew and Nike and the former president of Connex FM, the Multi-Site Facilities Management Network.  Living by the 'never stop learning' mantra, Kirk earned the LEED Green Associate, FMA, RFMP, and CTS designations and certificates in Facilities, Property, Project, & Emergency Management.—Guest Quote“So many people operate differently out there. My view, and it's as long as the company supports this view, is you give, whether it's from me or from the partners that I partner with, you give the highest quality service, the most reliable service that you're looking for. At the most affordable rate, right? Not the reverse. You don't go out looking for what's the most affordable rate and then accept what's the highest quality and reliability I can get for that rate. I do it on the flip side, so I know that we're spending a little bit more than the cheapest possible, but that's because I can't dip below a certain level of quality and reliability.”  - Kirk Beaudoin  Time Stamps**(01:44) - Kirk's journey into facilities **(05:24) - Commitment to the North Star **(11:35) - Changing the mindset around facilities **(17:50) - Avoiding the pitfalls of facilities management **(28:34) - Tackling labor shortages **(36:34) - Kirk's passion for mentoring **(48:36) - Sid's final thoughts  Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Request a custom demo here. —Links Connect with Kirk Beaudoin on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Morgan Seghin, Facilities Manager for Swarovski. Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.In this episode, Morgan discusses managing facilities on an international scale, the attention to detail required of a luxury retailer, and how Swarovski is honoring their responsibility to  the planet with sustainable practices. Hailing from Belgium, Morgan Seghin has 15 years of experience working in retail, 10 of which are in facilities management. He has worked for international luxury retailers all over the world such as Prada and Christian Dior, where he pioneered and launched the facilities management program. He has since moved to Paris where he manages the facilities at Swarovski across Europe. —Guest Quote“Our CEO says the project is king, the client is queen, and always the store is the castle. So we treat it as a castle. You wouldn't go to Disneyland if you have a castle that's falling apart and not painted very well with the wrong lighting, slippery stairs, you would have a bad experience in Disneyland. So it's not just about having a beautiful store, it's also making sure that the client will walk in the store and stop at every single square inches of the store. Every single, square inches will offer you a new environment, something new to look at.” - Morgan Seghin Time Stamps**(01:58) - Morgan's Journey **(06:41) - Facilities in Swarovski **(11:03) - Facilities within a luxury brand**(18:03) - The evolution of retail **(30:18) - How Swarovski prioritizes sustainability**(34:15) - Sid's final thoughtsSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Morgan Seghin on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Jamie Goldberg, Vice President of Real Estate and Development at One Medical. One Medical relies on people-centered design, smart application of technology, and a team of talented primary care providers to offer a seamless experience that not only saves patients time and money but also leads to better health and happier lives.In this episode, Jamie discusses building trust within cross-functional teams, how One Medical keeps its net promoter score high, and how facilities are a growth engine for the company. Guest Bio: Jamie started his career as an attorney before transitioning into corporate real estate. For over the last 25 years, Jamie has held leadership positions for companies including Popeyes Chicken and Biscuits, Starbucks, Verizon/Alltel, and heading up the retail corporate solutions team for Colliers International.—Guest Quote“We're a growth engine for the company too, and one of the great things about being at One Medical from a real estate leader is that we're seen as a strategic partner for growth. You know, we're not seen as an order taker or somebody who just fulfills a special part or one specific part of the business. We're really a partner in growth, and we get to express why we think we should go into this market or that market, how we go into that market, and how that strategy plays into the success of the company. And it's really resonated.” - Jamie Goldberg Time Stamps**(02:21) - Jamie's transition from law to real estate **(07:31) - One Medical's North star **(14:07) - Perceptions of facilities **(25:31) - Brand consistency **(30:00) - Sustainability and technology **(38:03) - Jamie's advice Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Jamie Goldberg on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

On today's episode, we talk with Chris Walton, Co-CEO of Omni Talk and a Top 100 Retail Influencer. Chris Walton co-founded Omni Talk in 2017 and has quickly turned it into one of the fastest growing blogs in retail. Omni Talk has been read by nearly 4 million on Forbes, with podcasts and videos that consistently rank as one of the most listened to retail outlets within the industry. Chris Walton is an accomplished Senior Executive and one of the leading omnichannel experts in the world, with nearly 20 years of success within the retail and retail technology industries.In this episode, Chris talks about the evolution of customer convenience in retail, his take on technological trends, and what he calls the “Show Me the Money” Year. Guest Bio: Chris Walton is a leading expert and influencer in omnichannel retailing. An accomplished Senior Executive, with nearly 20 years of success within the retail and retail technology industries, Chris has high-level executive experience across nearly every discipline within retail. Currently he is the Co-CEO and Founder of Omni Talk, one of the fastest growing blogs in retail. He is a regular keynote speaker, a senior contributor for Forbes, and he also sits on the Advisory Boards for Sezzle, Delivery Solutions, and Xenia Retail. Prior to starting Omni Talk, Chris worked for Target, where he was the Vice President of the retailer's Store of the Future project and also the Vice President of Merchandising for Home Furnishings on Target.com. Chris began his career at Gap, Inc. and holds a BA in Economics and History from Stanford University, and an MBA from the Harvard Business School.—Guest Quote“The convenience dynamics have changed in the minds of the consumer, and it's a universal truth to me that we, and particularly the younger generations, want to consume everything on their schedule and on demand to the best of their abilities.And so that means that retailers are gonna continue to have to adapt to this. And we're really only in the first inning of that adaptation. It's gonna be really interesting to see how it plays out from here and what comes next. I would still be investing in anything that helps answer that question of how do I make myself more convenient for my consumer.I'd make that top of mind.” - Chris Walton Time Stamps**(02:07) - The birth of Omni-Talk **(07:39) - A Chris-eye view of the current retail landscape**(16:41) - The importance of the physical space**(26:37) - What's working in innovation?**(35:28) - What is Chris excited about?**(43:01) - Final thoughts with Sid Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Chris Walton on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome back to Elevating Brick and Mortar. The podcast about how operations and facilities drive brand performance.On today's episode, we talk with David Bloom, Chief Development and Operating Officer at Capriotti's and Wing Zone. Since 1976, Capriotti's Sandwich Shop has built a name for itself by offering fanatically delicious sandwiches made with high-quality ingredients that have inspired customers and franchisees alike. And Wing Zone is one of the nation's fastest-growing takeout/delivery chains — known for its award-winning flavors of fresh, cooked-to-order chicken wings, tenders and fries. David's background includes a long track record of strategically accelerating sustainable brand expansion and operational performance in a wide variety of industries on a global basis.David's early career in the franchise industry began as a multi-unit franchisee and as SVP of Brand Expansion for Quiznos, growing it from a small regional brand to opening over 5,000 locations in 28 countries.In this episode, David talks about the importance of aligning on company values, operationalizing for scale and growth, and making sure your brand maintains a human connection when adopting new technology.  Guest Bio: David Bloom serves as the chief operating and development officer for Capriotti's Subs and Wing Zone, both high growth franchise brands based in Las Vegas, Nevada. David's background includes a long track record of strategically accelerating sustainable brand expansion and operational performance in a wide variety of industries on a global basis.David's early career in the franchise industry began as a multi-unit franchisee and as SVP of Brand Expansion for Quiznos, growing it from a small regional brand to opening over 5,000 locations in 28 countries. Subsequent senior roles included the rapid growth of numerous enterprises, including Clockwork Home Services with system wide revenues in excess of $2.5 billion, Bridge International Academies based in Nairobi, Kenya, the fastest growing education company in the developing world, Famous Brands International with approximately 900 franchised locations in over 30 countries and as President of Office Evolution, a high growth franchise in the shared work space sector.In his current role as chief development and operating officer for Capriotti's Sandwich Shop and Wing Zone, David is responsible for all aspects of franchise development, training and support and company owned operations.—Guest Quote“So there's the physical space, coordinated with the, I'll call it the human resources side of the business and integrating those along with all the technologies that may be tracking people when they walk in the door and starting to connect with them and, you know, provide all the loyalty programs and pay access to payment and menu ordering. So it's sort of this confluence or integration of physical space, human resources and technology, and making sure it all works in a way that's seamless.” - David BloomTime Stamps—**(02:11) - David's Journey **(05:24) - Building a franchise **(13:53) - Leading with core values **(24:15) - The importance of the physical location **(34:30) - Post-Covid technology adoption **(43:58) - Advice to those in facilities Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with David Bloom on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome back to Elevating Brick and Mortar. The podcast about how operations and facilities drive brand performance. On today's episode, we talk with Jim Donnelly, Founder and CEO of Restore Hyper Wellness, an innovative care company that delivers expert guidance and an extensive array of cutting-edge health modalities, such as cryotherapy and IV drip therapy. Before Restore, Jim co-founded the Webby Award-winning premiere online travel community, IgoUgo.com. Earlier in his career, Jim worked in the luxury retail market, where he developed luxury condos for high-profile homeowners such as Michael Jordan, Cam Newton, and Chris Daughtry, as well as salons, spas, and high-end health clubs, including the Charlotte Athletic Club.In this episode, Jim talks about revolutionizing the health and wellness category, leading from the heart, and maintaining a strong company culture as his organization grows.  Guest Bio:Making wellness affordable and accessible to everyone has become Jim's life mission and is the driving mindset behind everything his team does at Restore Hyper Wellness. In just five years, Restore has grown from one Austin location to over 100 locations spanning 28 states, and there are many more on the way. Before Restore, Jim co-founded IgoUgo.com, winner of a Webby Award as the top travel website in the U.S. In under five years, IgoUgo became the leader in user-generated content for travel websites and was sold to Sabre Holdings / Travelocity. With a focus on the luxury retail market, Jim has developed luxury condos (for homeowners including Michael Jordan, Cam Newton, and Chris Daughtry), as well as salons, spas, and high-end health clubs, including the Charlotte Athletic Club. The accumulation of these experiences informed the creation of Restore.—Guest Quote“We've gone through certain inflection points, and at each inflection point, you know, as we get bigger and bigger, we have to be very cognizant of how we are continuing to instill the culture, continuing to instill the deep mission and the important mission into people in a tangible way, where it used to be, I would tell them directly, they would see me get up in front of them.But as you get more and more dispersed, you have to rely on other folks to be the messenger. So I will say that I still, for the important people, make sure that. I am personally communicating the mission and the vision to them, and they're now propagating that down.” - Jim Donnelly Time Stamps**(01:40) - What is Restore Hyper Wellness?**(11:39) - Restore's place in Medtail **(19:36) - Maintaining customer experience amongst a growing franchise **(27:09) - Jim's favorite saying **(33:52) - How to resonate with your CEO**(39:58) - Sid's final thoughts —Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Jim Donnelly on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Welcome back to Season 2 of Elevating Brick and Mortar! The podcast about how operations and facilities drive brand performance. In this episode, we talk with Kenneth Jones, Director of Facilities at Heartland Dental. As a leading dental support organization, Heartland Dental provides administrative, clinical, and professional support to dentists, hygienists, and non-clinical teams so they can focus on delivering the highest quality dental care and experiences to the communities they serve. In this episode, Kenneth discusses tackling supply chain shortages, prioritizing the patient experience, and how he and his team are optimizing medtail. Guest Bio: Currently, Kenneth serves as the Director of Facilities at Heartland Dental and oversees the facility management teams. The team supports their existing offices with all related activities including facility repairs and maintenance. Kenneth joined Heartland Dental in May of 2015 as Project Coordination Manager after 13 years as owner of Servpro in Vincennes, IN. He also proudly served 23 years in the active and reserve component of the U.S. Army. While in the Army, Kenneth attained multiple military occupation specialties, including infantry, field artillery, and transportation, and attained the rank of First Sergeant prior to retirement in 2014.—Guest Quote“We keep these offices running. We keep them safe. And it's really telling that story that our team's goal is to keep this flywheel turning. Keep everybody going.” - Kenneth Jones Time Stamps(04:24) - Kenneth's military experience (09:48) - Heartland Dental's north star (16:48) - Preventative and proactive (26:34) - The Medtail standard (31:21) - Crazy stories in facilities (35:10) - Final thoughts —Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Kenneth Jones on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website 

Welcome to Season 2 of Elevating Brick and Mortar. We're excited to bring you more insights from some of the brightest minds and key voices in facilities management. And share an inside look at how the top performers keep a competitive edge and drive brand performance.     As consumer expectations evolve and economic unpredictability continues, we will hear how optimum facilities play a huge role in creating consistent and compelling brand experiences. Join our host Sid Shetty, industry and FM technology thought leader and Chief Business Development Officer at ServiceChannel, as he talks with the world's top professionals across industries about how they're addressing challenges like supply chain disruption and labor shortages—and looking beyond the needs of today and leveraging technology, data, and sustainable design to contribute to their broader organizational goals. Welcome to Elevating Brick and Mortar. Powered by ServiceChannel.

From the outside, facilities can often seem shrouded in mystery. Our guest today knows how important it is to illuminate, collaborate, and celebrate the work that's being done in the brick-and-mortar space. This episode features an interview with Kara Cutino, Vice President, Store Development, Facilities Services, Asset Protection & Store Purchasing at ascena. Ascena is a leading national specialty retailer offering apparel, shoes, and accessories for women through brands like brands Ann Taylor, LOFT, Lou & Grey, and Lane Bryant. In this episode, Kara discusses the behind-the-scenes strategies in facilities, the importance of trusting your team to fail, and how to provide a beautiful client experience. Guest Bio:Kara Cutino, a Store Development, Asset Protection & Facilities Services professional currently at ascena, has over two and half decades of experience in leading operational teams. Ascena, which is a national specialty retailer offering apparel, shoes and accessories for women through these collective brands—Ann Taylor, LOFT, Lou & Grey, Lane Bryant and Cacique – serves women across generations, identities, affiliations and body types.In 2017, Kara was given the opportunity to create a Store Development Collective that managed over 4000 retail stores supporting 8 Brands with a small team of professionals located across the US.She specializes in building highly motivated teams that focus obsessively on the client by providing unparalleled customer service. Her management style is driven by the relationships she builds with her teams and the needs of their clients; whether that be cross-functional business partners or the clients that shop ascena's brands. Deep down inside, she is a data nerd that leans on analytics to guide fiscally responsible business decisions in support of creative solutions to problem-solving.—Guest Quote“When I first started out, I thought I had to do it all, be it all, solve it all myself. But really, I think the best leaders are the ones that'll allow their teams to lead. The hardest lesson and the best lesson I learned was that, you know, to be a good leader, you actually have to trust the teams that work for you and let them fail.” Kara Cutino Time Stamps**(02:08) - Kara's journey to her role **(06:05) - How has facilities evolved?**(11:15) - Kara's approach **(19:00) - How you do it**(22:14) - Tools Kara can't live without **(28:16) - Words of wisdom**(35:35) - Advice for others in the field—Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Kara Cutino on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Three years ago the average person might've had to Google what supply chain means. Today, most people are familiar with the term, and we're dealing with mainstream supply chain challenges that affect us all. Today's guest is sharing how to overcome them. This episode features an interview with Jim Owens, Chief Growth Officer at SDI. SDI is the supply chain solutions and services company that specializes in helping large, multi-site facilities and plant maintenance leaders to reduce costs and risk while driving overall performance results and outcomes.On today's episode, Jim joins us to discuss leveraging competitive advantage, why technology is no longer a nice-to-have in supply chain solutions, and the importance of level-setting what you can and cannot control in an unpredictable supply chain landscape. Guest Bio:Adept at building high-performance sales organizations and establishing integrity-based client relationships within highly competitive markets, Jim brings a unique blend of strategic and creative thought to every client engagement to create an environment of proactive collaboration and common value for both SDI's clients and the market at large.With a history of commercial and industrial business development for companies like EMCOR, Transfield Services and IFCO, Jim excels at creating and implementing successful and strategic value-driven solutions that transcend industry sectors. As a business development leader, his passion has driven him to develop innovative ideas and strategies to help clients solve their toughest challenges. A member (and former chair) of Penn State University's Center for Supply Chain Research (CSCR) Advisory Board, and a member of the ConnexFM Technology advisory board, Jim Owens is committed to supply chain and facilities excellence, has co-authored research on Last-Yard logistics, and has presented at several educational symposiums. —Guest Quote“If three years ago I was at a cocktail party and somebody asked me what I did and I told 'em, ‘supply chain,' they would look at me with confusion. Today you can't wake up in the morning and open your computer, turn on your television, or look at your phone without seeing some story related to supply chain. So it's mainstream. It's front of mind. To answer your question, is it getting better? I think it is incrementally, and I think we have a long way to go.” - Jim Owens  Time Stamps**(02:21) The SDI model **(06:12) Supply chain challenges **(14:50) How to avoid supply chain disruption **(18:54) The retail space in an upcoming recession**(23:40) This is how we do it **(29:47) How businesses can be proactive **(36:47) The future —Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Jim Owens on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

There once was a time when the brick-and-mortar retail space served as more than just a place to buy goods, but as an opportunity for the community to flourish. Our guest today designs with that in mind. This episode features an interview with Mark Landini, Creative Director at Landini Associates. Landini Associates designs places for people. Based in Sydney, working globally, they are a design and brand consultancy specializing in the creation of profitable retail and hospitality formats for their global clients all over the world.On today's episode Mark joins us to discuss how design in the retail space is ideally invisible, the impact of design on human behavior, and the importance of “the barbecue test.” Guest Bio:Mark Landini is the creative director of Landini Associates, a multidisciplinary design and brand consultancy working globally from its Sydney base. Since 1993, Landini Associates has created and evolved retail brands, including McDonald's, T2, ALDI, Glassons, Sass & Bide, Jurlique and Coles. The firm's new ALDI Corner Store, designed by Landini Associates, debuted in September 2021.—Guest Quote“I don't believe design should actually, particularly in retail, be that visible. It should be a support system. And the thing that should be visible is the stuff that you're buying. That's why I think markets, old-fashioned street markets, are one of the best forms of an expression of design, where really all you see and smell and touch and interact and bang into is the huge amount of, you know, wonderful displays that have been sort of just thrown together almost on the spot and then dismantled later on. Now that's a hugely sophisticated machine of which there is an enormous amount of design involved.” - Mark Landini    Time Stamps*(03:31) - Designing spaces for people *(12:26) - Industries that are ahead of the curve *(21:57) - Mark's examples of well-aligned design *(26:54) - This is how we do it…*(32:38) - Greener pastures *(36:41) - How to create an omnichannel business*(43:40) - The past and future of design *(49:57) - The Barbecue Test —Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Mark Landini on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website  

On this season of the podcast, we've talked to some of the brightest minds and key voices in facilities management. One theme that ran through almost every episode was the supply chain disruption and labor shortages we face in a post-pandemic world. On this episode, we wanted to revisit this topic and recap some insights on how our guests are handling these challenges.Time Stamps *(01:09) - Garrick Brown *(03:31) - Chris Lampien*(05:34) - RJ Zanes *(07:02) - Roger Goldstein*(10:00) - Tom Sansoucy*(12:22) - Jaclyn Frenzel —Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com—Links Connect with Sid Shetty on LinkedinCheck out the ServiceChannel WebsiteListen to Episode 1 with Roger GoldsteinListen to Episode 3 with Garrick Brown Listen to Episode 4 with Chris LampienListen to Episode 5 with RJ ZanesListen to Episode 6 with Tom SansoucyListen to Episode 7 with Jaclyn Frenzel

What if the customer experience went beyond just the grocery store, and actually led to a better planet for us all? Our guest today is on a global mission to do just that. This episode features an interview with David Schalenbourg, Technical Director with Delhaize Technics .Standing at the forefront of sustainable retailing, Delhaize is one of the world's largest food retail groups and a leader in supermarkets and e-commerce. On today's episode David Schalenbourg joins us to talk about how facilities can play a crucial role in helping the environment, the cross-section between the customer experience and building responsibly, and how he plans to reduce carbon emissions completely within his organization by 2030. Guest Bio:David Schalenbourg is the Technical Director with Delhaize Technics. He is passionate about buildings and their impact on our lives. He is focused on rebuilding low footprint stores, warehouses and office space shooting for carbon positivity.—Guest Quote“When you realize how much energy we need to use to bring food to our plates, you really should have a look at it and do it in the most efficient way. It's building better spaces, and creating a better environment, and seeing that the things you build can reduce the impact of what is being built because in fact, the assets of our planet are not limitless. We need to take that part and also be careful with our planet. Building only what we need and being as compact as possible with those buildings.” - David SchalenbourgTime Stamps *(04:31) David's Journey to Facilities Management from Architecture *(6:30) Building Sustainability*(11:28) The Delhaize Experience *(13:34) Predictive Maintenance*(18:39) Delhaize Going Carbon Neutral *(24:15) Customer Experience vs. Sustainability Efforts *(30:06) How David Measures Success *(39:35) David's Advice —Sponsor:Scale your facilities program as fast as you open new locations. With ServiceChannel Managed, you can leave the hard work to us, so you can focus on growth, without limits. ServiceChannel Managed - a collaborative, transparent, and cost-effective partnership. Visit Servicechannel.com to learn more.—Links Connect with David Schalenbourg on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

Bashir Abdallah joins us to talk about how he ended up in facilities management, why facilities has a massive PR problem, how the industry has evolved, and where it's going.Guest Bio:Bashir Abdallah is the VP of Product at ServiceChannel. He joined the company in 2014 as the Director of Product Management. By 2016 he was promoted to Vice President of Product Management. Bashir holds a Bachelor's Degree from State University of New York at Plattsburgh. —Guest Quote: “I think cross-functional relationships within their company become super important and we've seen really successful teams not only have a seat at the table at an executive level but really put in the groundwork to stay connected to store operations, procurement, construction, lease compliance, and other departments.” - Bashir Abdallah—Time Stamps *(0:59) Bashir's Unique Journey*(6:30) How the industry has evolved*(9:30) The Facility Manager Persona*(13:42) Industry Challenges*(21:10) The “How”*(28:19) Technology's Role in Facilities Management*(35:57) Bashir's Hurricane Sandy Story*(40:37) The Future of the Industry*(47:25) Technology and AI—Sponsor:Scale your facilities program as fast as you open new locations. With ServiceChannel Managed, you can leave the hard work to us, so you can focus on growth without limits. ServiceChannel Managed - a collaborative, transparent, and cost-effective partnership. Visit Servicechannel.com to learn more.—Links Connect with Bashir Abdallah on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

This episode features an interview with Jaclyn Frenzel, President at OnSite, a facility maintenance company that utilizes a cloud-based approach to achieve cost-reducing, effective solutions for multi-site facility service needs.With over 13 years at the company, and two years as President, Jaclyn's priority lies in building an efficient organization staffed with business development, sales, marketing, and support professionals. Her notable achievements include directing strategic marketing campaigns, mobilizing operations teams, and facilities program deployment. On this episode, Jaclyn delves deep into what brands find most important when it comes to facilities management, the importance of bringing diversity to the table in any business scenario, and how to best attract and retain talent in a post-pandemic world.—Guest Quote“Often we find that simplicity isn't without complex execution. My number one goal, and what I really drive throughout our organization, is outstanding customer service. In this day and age, we rely upon data analytics, AI, and it is all necessary, but at the same time we cannot forget customer service. I can train for the majority of the roles within my organization, but I cannot train positive attitude and great customer service.” —Jaclyn Frenzel-Time Stamps *(0:16) Jaclyn's role*(5:12) About OnSite*(8:28) Facilities management explained*(14:43) What brands find important*(18:37) Impacts of the pandemic*(21:11) Investments at OnSite*(25:21) The importance of diversity*(29:19) Attracting and retaining talent*(38:41) Facilities management stories*(41:15) Predicting the future*(48:32) Advice for her younger self—------Sponsor:Wouldn't you like to rest easy knowing that your brick and mortar locations are offering the best possible guest experience? It's time to partner with ServiceChannel for peak facilities performance. Check out Servicechannel.com to learn more. —-----Links Connect with Jaclyn Frenzel on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel WebsiteCheck out OnSite's Website

When you're not taking care of your customer, it's usually your facilities team doing so. Our guest today understands that more than anyone. This episode features an interview with Tom Sansoucy, VP of Facilities at EG Group America. EG Group is the fifth largest C-store network in the country. Brands in the EG Group Family consist of Cumberland Farms, Certified, Fastrac, Kwikshop, and Loaf ‘n Jug. Prior to the acquisition by EG Group, Tom was the Director of Facilities Support at Cumberland Farms. Before that, Tom served as the Director of Client Services at ServiceChannel. He began his career as a petroleum service technician. On this episode, Tom discusses the importance of taking care of your technicians, creating both convenience and value for travelers. Plus, how he balances working hard with working smart.—Guest Quote“The thing that we say a lot at Cumberland farms is if you're not taking care of the customer, then take care of the person who is and facilities.” - Tom Sansoucy—Time Stamps *(0:18) About Tom*(1:42) Tom's responsibilities*(3:11) Tom's journey into facilities*(5:40) EG Group's Acquisition of Cumberland Farms*(9:17) Segment 2: Across the Goal Line*(14:49) The Coffee Differentiator*(15:55) Industry Shifts*(23:05) Segment 3: How We Do It*(26:46) Making your customers feel safe*(27:11) Segment 4: Future Forward*(35:47) Consumer shifts that are here to stay*(37:00) Tom's final words of advice—Sponsor:Wouldn't you like to rest easy knowing that your brick and mortar locations are offering the best possible guest experience? It's time to partner with ServiceChannel for peak facilities performance. Check out Servicechannel.com to learn more. —Links Connect with Tom Sansoucy on LinkedInConnect with Sid Shetty on LinkedInCheck out the ServiceChannel WebsiteCheck out EG Group's Website

Taking great care of an asset fleet is a direct way to drive customer loyalty. Our guest today's job is just that. This episode features an interview with RJ Zanes, Senior Director of Facilities Maintenance at Sam's Club. Sam's Club is a warehouse club with 597 locations across the U.S. Prior to Sam's Club, RJ held operations roles at JLL, Daifuku, JBT Aerotech. On this episode, RJ discusses maintaining a billion dollar asset fleet, how he drives accountability through quality assurance, and why his number one goal is providing member delight. —Guest Quote“We operate with the mentality of a member obsession. And what that means for us is keeping our fleet of assets at the optimal state from a physical aesthetic appearance perspective, as well as operations perspective” - RJ Zanes—Time Stamps *(0:23) About RJ*(1:29) RJ's responsibilities*(1:56) RJ's journey into facilities*(5:34) A Rotisserie Chicken Fun Fact*(6:18) Segment 2: Across the Goal Line*(9:30) RJ's Asset Management Strategy*(15:05) Greatest Challenges RJ's Seen*(20:30) Segment 3: How We Do It*(26:00) RJ's best investments *(28:56) You will fail before you will succeed *(30:44) Segment 4: Future Forward*(34:00 Consumer shifts that are here to stay*(36:52) Fixing the labor shortages*(38:38) Final words of advice—Sponsor:Wouldn't you like to rest easy knowing that your brick and mortar locations are offering the best possible guest experience? It's time to partner with ServiceChannel for peak facilities performance. Check out Servicechannel.com to learn more. —Links Connect with RJ Zanes on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel WebsiteCheck out Sams Club's' Website

This episode features an interview with Chris Lampien, Operations Manager at Lampien Mechanical Services in Atlanta, Georgia. 6 years ago, Chris took over the reins of the family business from his father.  On this episode, Chris discusses the talent shortages he and other mechanical companies face, how to offer your clients the best customer experience, and the technical advances service providers must keep up with. —Guest Quote“The biggest challenge is employees. Finding new technicians. Most of my staff is 50 to 60 years old. And there's not a lot of young people coming into the skilled trades. So that's my biggest challenge with business and achieving a higher potential is making sure I'm ready for the future. I don't have a shortage of applications. I have a shortage of finding people that are actually qualified.” —Chris Lampien—Time Stamps *(0:22) About Chris*(1:37) How Chris's career has evolved*(2:34) Creating Camaraderie*(5:20) Creating customers for the long-haul*(6:45) Segment 2: Across the Goal Line*(8:50) Is growth always good?*(9:51) How Chris measures success*(11:09) Managing under unpredictability*(13:00) Recent investments Chris has made*(14:16) Segment 3: How We Do It*(14:30) The great talent shortage*(19:50) Nurturing great partnerships with service providers*(24:25) Segment 3: Future Forward*(28:14) COVID related shifts *(31:17) Chris' advice to upcoming talent—Sponsor:Wouldn't you like to rest easy knowing that your brick and mortar locations are offering the best possible guest experience? It's time to partner with ServiceChannel for peak facilities performance. Check out Servicechannel.com to learn more. —Links Connect with Chris Lampien on LinkedInConnect with Sid Shetty on LinkedInCheck out the ServiceChannel WebsiteCheck out Lampien Mechanical Services' Website