FM Evolution

SummaryIn this episode of Service Evolution, Jim Robinson and Neil McQuiston discuss the significance of attending industry conferences, focusing on the benefits of networking, building relationships, and the importance of being present and engaged during these events. In today's fast-paced business environment, industry conferences are more than just a line item on the calendar—they're a powerful investment in growth, networking, and brand visibility. In this conversation, they share insights from recent conferences, emphasizing the need for clarity in communication, the value of follow-ups, and the importance of professionalism in appearance. The discussion also touches on the necessity of enjoying the experience and making the most of the opportunities presented at these gatherings.Drawing from their recent experiences at shows like SPECS and RIFMA, Jim and Neil highlight how every handshake, elevator pitch, and face-to-face meeting can help ignite new partnerships or strengthen existing ones. Trade shows open doors not just for immediate ROI, but for long-term connections—sometimes leading to lucrative projects months down the line. Their advice? Stay authentic, know your brand, and approach each conversation with purpose.Jim and Neil also remind listeners that while prepping for conferences, it's crucial to put your best foot forward. Dress the part, but don't lose your unique spark—whether you're in dress shoes or a themed costume for a special event. Above all, remember to have fun. After all, the relationships you build and the experiences you collect at these events are what truly set your business apart!Show Notes(00:00) Maximizing Client Engagement at Conferences(03:30) Networking Opportunities at Business Events(06:36) Staying True to Your Brand(10:35) Seizing Conference Opportunities(13:49) Exploring Retail Construction and Facilities Conferences(17:42) How Uniqueness Wins Always(19:33) Having Fun in a High-Stress EnvironmentLinksJim Robinson CGP Maintenance and Construction ServicesNeil McQuiston

SummaryIn this episode of Service Evolution, the discussion centers around balancing innovation with tried-and-true business principles, particularly in an industry where the fundamentals—like construction and maintenance—remain largely unchanged, even as technology revolutionizes efficiency and project management. Jim shares how CGP utilizes cutting-edge scheduling and communication tools to streamline renovations and satisfy stringent client deadlines, illustrating the company's commitment to leveraging new tech while honoring the craft's core values.A significant portion of the conversation delves into the importance of client and employee feedback. Jim emphasizes the need for open, candid communication with clients, including regular quarterly business reviews, and how CGP uses the highest expectations from their toughest clients as a company-wide standard to ensure consistent excellence. He also discusses the value of being able to "fire" abusive clients, underscoring the company's confidence in its integrity and service.Collaboration over competition emerges as another theme, with Jim advocating for strong partnerships—both with clients and peer contractors—rather than an adversarial approach. He identifies common client-side mistakes, like slow communication, and suggests strategies for facility managers to nurture productive contractor relationships. Tune in today!Show Notes(00:00) Introduction(05:38) Strengthening Loyalty Through Partnerships(06:30) Employing a Consistent High-Standard Service Strategy(10:49) Overcoming Avoidance and Delayed Responses(14:00) Addressing Leadership and Professionalism Concerns(17:59) How Serving Other Benefits Everyone(21:04) Closing ThoughtsLinksJim Robinson CGP Maintenance and Construction ServicesBryan FittinGo Rogue Studio

SummaryIn this episode of Service Evolution, host Jim Robinson steps into the guest seat for a deep dive interview led by producer Bryan Fittin. With over forty years of experience in the construction and maintenance industry, Jim shares his remarkable journey from fixing lawnmowers as a kid to owning and leading CGP Maintenance and Construction Services. He reveals how a childhood vision of becoming a CEO set him on a path of entrepreneurship, eventually building a company renowned for its consistent client relationships, innovation, and strong core values.Jim discusses the early challenges, resourcefulness, and milestones that have shaped CGP, from starting with handwritten invoices and losing money in its first year to growing into a twenty-five-million dollar company. Throughout the conversation, Jim emphasizes the importance of meeting both the needs and wants of clients—going beyond simply fixing things to making clients look good and feel valued.Listeners get a behind-the-scenes look at the company's culture, including its dedication to integrity, family-like treatment of employees, and a commitment to sustainability and innovation. Jim's leadership philosophy focuses on differentiation through genuine care for both clients and employees, technological advancement, and always striving to be ahead of industry trends. This episode is a treasure trove of wisdom for business owners and aspiring leaders alike!Show Notes(00:00) Introduction(04:10) CGP's Evolution Under Jim's Leadership(08:02) Understanding Clients' Needs and Wants(11:12) How CGP Pioneered Facility Maintenance(13:28) Cost-Effective Business with Educational Benefits(18:49) Future-Proofing Through Innovation(22:33) Sustainable Project Efficiency Strategies(24:27) Efficient and Eco-Friendly Vehicle ManagementLinksJim Robinson CGP Maintenance and Construction ServicesBryan FittinGo Rogue Studio

SummaryIn this episode of Service Evolution, host Jim Robinson discusses the importance of building strong vendor relationships and how to maximize these partnerships for better service and pricing. He emphasizes the need for clarity in communication when selecting facility service providers. By being crystal clear about your needs and expectations upfront, you can better assess whether a vendor can meet your demands and create a strong alignment. Jim provides examples from his own experiences, highlighting the critical role of communication and reliability in maintaining successful vendor relationships.Jim also touches on negotiation strategies for facility managers, explaining that understanding the true value of the service being provided is crucial. He encourages setting clear expectations and understanding market demands to ensure fair pricing without compromising service quality. Additionally, Jim discusses identifying red flags that suggest a vendor may not be the right fit, such as poor communication and a lack of preparedness.Furthermore, Jim addresses the importance of aligning corporate values with vendors. He shares insights on making sure that core values such as integrity and respect are upheld in all business dealings. He believes that collaborating with other service providers can optimize outcomes for the end user.Overall, Jim underscores the significance of frequent assessments and open communication to ensure that vendor partnerships remain beneficial and aligned with company values. His advice is rooted in his extensive experience and aims to foster long-term, productive relationships that serve both sides well!Show Notes(00:00) Introduction(06:15) Service Provider Compatibility Checklist(08:35) Vendor Contracts: Frequent Reevaluation Needed(12:23) Collaborative Leadership for Greater Good(14:35) Core Values and Corporate Alignment(17:25) Clarity in Negotiation ConversationsLinksJim Robinson CGP Maintenance and Construction Services

SummaryIn this episode of Service Evolution, host Jim Robinson explores the intricacies of crisis leadership across sectors like retail, hospitality, and facility management. The discussion pivots on the necessity of guiding teams through crises while promoting independence to reduce reliance on leadership during emergencies. Communication and repetition are underscored as vital tools in skill development and effective crisis management, echoing Tony Robbins' sentiment: "Repetition is the mother of skill."The conversation highlights the significance of morale maintenance, suggesting spontaneity as a means to alleviate stress and invigorate office atmospheres. Simple acts, such as buying lunch or coffee, are presented as ways to reset team dynamics and improve morale. Jim shares a poignant story of inadequate crisis handling—a property fire where the manager's failure to communicate escalated tenant stress—contrasting it with more successful management stories where calm conduct and organized communication were pivotal.Emphasizing the importance of mental health, Jim advocates for open conversations and support frameworks, promoting the idea of "adding certainty" to stabilize chaotic scenarios. He stresses that effective crisis management is a cornerstone of his business, and encourages ongoing dialogues about these experiences within the audience. In sum, the episode provides practical insights into leading teams through crises with an emphasis on preparation, effective communication, and morale-boosting to improve outcomes and foster resilience.Show Notes(00:00) Introduction(03:14) Crisis Management and Team Training(06:49) Fostering Office Spontaneity(11:35) Calm Crisis Management and Processing(13:41) Closing ThoughtsLinksJim Robinson CGP Maintenance and Construction Services

SummaryIn this episode of Service Evolution, host Jim Robinson delves into the pressing issue of the skills gap in the trades and crafts industries. The discussion kicks off with Jim exploring why there's a shortage of skilled tradespeople, suggesting that the allure of technology and phones might be drawing young people's attention away from traditional crafts. He emphasizes the importance of reigniting passion and enthusiasm for trades, stressing that finding passion in one's work can lead to a fulfilling career.Jim also talks about the role of trade schools and the necessity of teaching both technical and soft skills to inspire the next generation. He shares his personal excitement about building a new fifteen hundred square feet training facility in the Phoenix area, aiming to provide hands-on learning opportunities. Jim underscores the urgency of introducing students, even from elementary level, to the potential and value in trades, positioning crafts as a valid alternative to college.The episode touches on the need for businesses to incentivize young professionals and how being realistic about career prospects is essential. Jim shares anecdotes highlighting the allure and misconceptions about success achieved through unconventional paths, like becoming a YouTuber. Overall, the episode calls for concerted efforts from various stakeholders to encourage and support the development of skilled tradespeople, emphasizing action and collaboration in bridging the skills gap.Show Notes(00:00) Introduction(05:22) Promoting Trade Education Early(07:49) Aspiring Influenced and Unrealistic Dreams(11:56) Cultivating Future Professionals(12:56) Sponsorships for Career-Ready Students(14:42) Closing ThoughtsLinksJim Robinson CGP Maintenance and Construction Services

SummaryIn this episode of Service Evolution, host Jim Robinson is recording live from the 2025 RFMA Annual Conference in Las Vegas. Speaking to Luiz Flores and Rick Miller, Jim explores the dynamic world of autonomous leadership and hears the personal journeys of each guest. Jim kicks off the episode by emphasizing the critical need for strong leadership in today's world, highlighting how it begins at home and extends into professional environments.Luis, the first guest, shares his experience of embracing discomfort to grow as a leader and how autonomy has fostered his development. He underscores the life-changing impact of this leadership style, which encourages creativity and freedom to explore innovative ideas. Furthermore, Luis appreciates how autonomy empowers individuals to navigate challenges, create solutions, and ultimately realize their full potential.Additionally, Rick, an old friend and mentor of Jim, offers a seasoned perspective on autonomous leadership. He discusses the importance of maintaining a calm and respectful demeanor while leading a team, emphasizing the value of feedback and continual improvement. He also shares anecdotes about his 4 pm, Friday meetings, designed to recap the week and prepare for upcoming challenges, all while fostering a sense of accountability.Throughout the discussion, Jim stresses the importance of letting leaders grow by allowing them the freedom to fly. This episode serves as a beacon for current and aspiring leaders looking to harness the power of autonomous leadership to inspire and elevate their teams. Tune in to discover how autonomy can be a catalyst for growth and success!Show Notes(00:00) Introduction(05:00) Autonomous Leader Insights(07:23) Calm Communication for Respectful Leadership(10:25) Professional and Approachable Leadership(13:19) Adjusting Social Meetings EfficientlyLinksJim Robinson CGP Maintenance and Construction ServicesLuis FloresRick MillerRestaurant Facility Management Association (RFMA)

SummaryIn this episode of Service Evolution, host Jim Robinson explores the importance and impact of giving back to the community, particularly within the construction trade, sharing an emotional personal story about his own experience with homelessness at a young age and how receiving a small act of kindness—a warm winter jacket—had a profound effect on his life. This pivotal moment propelled Jim to consistently seek ways to give back, which he emphasizes is vital for personal growth and community development.Jim discusses the significance of philanthropy in business, stating that successful companies should incorporate giving back into their core values. He introduces the idea that philanthropy isn't just about financial contributions but also about using one's unique talents and skills to benefit others.This episode also highlights the impact of collective efforts through organized charity events and partnerships, such as with the Restaurant Facility Management Association (RFMA), which organizes soup kitchen projects in host cities. This collective action fosters team unity and makes a lasting difference in local communities. Jim argues that philanthropy creates a cycle of abundance, where giving freely without expecting anything in return leads to unexpected returns, both emotional and material. He encourages businesses to start by understanding their team's struggles and interests to identify where and how they can make the most significant impact.Ultimately, this episode encourages listeners to find their unique way to give back, reinforcing that even the smallest actions can have transformative effects!Show Notes(00:00) Introduction(00:42) The “Five to Thrive” Philosophy(05:40) Cultivating Loyalty Through Community Service(07:52) RFMA's Empowering Give Back Initiative(11:33) Exploring the Profound Impact of Giving Back(14:48) The Role of Leadership in Philanthropy(17:30) How Even Small Donations Matter(20:34) Financial Abundance from Giving GenerouslyLinksJim Robinson CGP Maintenance and Construction Services

SummaryIn this episode of Service Evolution, host Jim Robinson shares invaluable insights on staying motivated and navigating economic challenges, revealing how his company has thrived for almost forty years. He emphasizes the significance of operating a cash-oriented business, as it provides financial freedom and insulation from the noise created by social and economic rhetoric. This principle has kept CGP thriving without a single year of revenue decline. Economic challenges are viewed not as threats but as information to guide business decisions.Central to Jim's perspective is the concept of having only a "Plan A." Drawing inspiration from Tom Cruise, Jim argues that having a Plan B ultimately leads to settling for it. By committing fully to Plan A, one is forced to navigate through trials and tribulations, driving results and achieving success. This approach fosters a culture of dedication and relentless pursuit of goals among his employees.Additionally, Jim underscores the importance of setting goals and developing rituals. He shares his personal practice of writing down goals and revisiting them daily as a mechanism to program his subconscious for success. He also speaks of having a contract with oneself, ensuring focus and commitment to personal growth and positive impact.Jim's reflections emphasize creating a supportive and resilient business culture. By nurturing an environment that values loyalty, clear goals, and a singular focus on success, businesses can thrive even in challenging times. This episode serves as a powerful reminder of the importance of culture, discipline, and an unwavering commitment to one's goals.Show Notes(00:00) Introduction(05:51) Embracing Plan A(09:15) Transformational Ninety Day Training(12:07) Self-Contract for Positive Impact(15:33) Navigating Circles of Influence(18:32) Moments of Realization(21:57) Teaching's Missed Learning Opportunities(23:30) Growth Through Teaching and PresenceLinksJim Robinson CGP Maintenance and Construction Services

SummaryIn this episode of Service Evolution, host Jim Robinson dives deep into the transformative power of human resources with none other than the three-time MVP award-winning HR powerhouse, Maria Johnson. With her remarkable approach to hiring and fostering a culture rooted in compassion and values, Maria is changing the game in the corporate world.From the outset, Jim sets the tone by highlighting Maria's exceptional ability to integrate gut instinct with professional insight in hiring practices. Maria's journey into her current role began with meticulous research and an initial interview with the company's CFO, where she felt an immediate connection that resonated with her personal and professional values. This pivotal moment solidified her resolve to join a company that truly values HR as a service-oriented department.A central theme of the episode is the concept of "second chance hiring"—a practice that Maria champions passionately. Her approach is predicated on the belief that everyone, regardless of their past, deserves an opportunity to rebuild and thrive. This philosophy not only transforms the lives of the individuals hired but also enriches the company's culture by fostering an environment of understanding and compassion.Additionally, Maria's role goes beyond traditional HR functions; she is a beacon of hope and support for employees. Her ability to connect with people, ask insightful questions, and build rapport quickly has made her an invaluable asset. Her dedication is evident in the stories of employees who, given a second chance, have not only turned their lives around but have also become integral parts of the company's success.This episode is a must-listen for anyone in HR or leadership roles. Maria's story and insights provide a roadmap for creating a more inclusive, supportive, and ultimately successful workplace. Tune in now!Show Notes(00:00) Introduction(03:49) Connecting Virtually with Technology(06:52) How Empathy Fosters Opportunity and Growth(10:47) Trusting in Your Gut and Investing in People(16:11) Identifying Overlooked Service Opportunities(16:45) Embracing Second-Chance Hiring(19:23) Closing ThoughtsLinksJim Robinson CGP Maintenance and Construction ServicesMaria Johnson

SummaryIn this episode of Service Evolution, host Jim Robinson is joined by Lori Prust for part two. Lori is the owner of SOAR Clarity, a company on a mission to help women recognize their worth, live in their strengths, and recognize their blind spots, leading to more joyful and focused lives. SOAR's vision is to foster a new trend of unconventional women, helping them cultivate self-awareness while empowering them to uplift and support others in their community.Central to Lori's coaching philosophy is the transformative power of self-awareness. She emphasizes beginning with inner reflection to understand personal motivations and stress triggers—using prevalent tools like the Enneagram framework to decode personality types and guide personal growth. Through weekly sessions, this methodology helps clients discover stress management techniques, develop emotional intelligence, and craft intentional growth plans.Throughout the episode, Lori discusses the importance of recognizing past experiences to identify personal values and themes that shape one's journey. Additionally, she shares compelling success stories, illustrating how clients have navigated workplace stresses to achieve significant life changes. Faith and service are integral to Lori's approach, incorporating faith-based elements for those interested. This holistic and personal approach in coaching not only aims to build confident leaders but also cultivates a deeper sense of self-worth and emotional balance.Show Notes(00:00) Introduction(04:21) Understanding How the Enneagram Aids Personal Growth(07:23) Focusing on Self-Improvement to Achieve Growth(11:19) How Personality Enhances Leadership Strengths(17:20) The Introspection and Structure of Lori's Program(21:46) Helping Individuals Recognize and Manage Stress(24:14) About Mentoring and Financial Peace Courses(26:59) Exploring Personal Growth(28:20) Closing ThoughtsLinksJim Robinson CGP Maintenance and Construction ServicesLori PrustSOAR Clarity

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Summary: Join us as we introduce you to the next Evolution in our podcast journey. Service Evolution is the premier podcast for service industry professionals, providing insight and advice to help listeners advance in their careers, learn new skills, and make a positive impact. Our podcasts feature interviews with experts, advice from successful leaders, and inspiring stories of success. Whether you're new or experienced, Service Evolution can help you take the next steps toward success. Unlock your true potential with us today!Show Notes:(0:49) Introducing Jim(1:32) What Jim's Currently Reading(2:43) Inspiration behind Service Evolution(6:16) Defining the Service Industry(7:52) Skills Needed to Succeed in the Service Industry(10:07) What to Expect from Service Evolution(14:24) How Service Evolution Will Be Beneficial(18:13) Advice to Those Starting in the Service Industry(22:13) Future of the Service Industry(26:00) Long-Term Vision for Service EvolutionLinks:Shawn BlackJim RobinsonQuotes:“We're trying to simplify their life and get them from point A to B. Point A may be the challenge and point B is the resolution, so let's build bridges. Let's create a seamless customer experience and get them from A to B in the most painless, cost effective way.” - Jim Robinson, (3:35)“There's a phrase we use regularly, customers will coach you. They'll tell you. And if they stop telling you what they need, they've already quit or they're about to. So the success of that is open dialogue. Hear them clearly and find out what they truly need.” - Jim Robinson, (9:02)“Thousands of people already created a service so we'd have a better life this morning. That's a big deal. We're going to lean heavy into that. We'll keep repeating that. We're going to teach people how to serve, and we're going to raise our bar in how we serve our teams.” - Jim Robinson, (15:21)“I think the goal is to always impact lives. We can do that today, and we're going to do it next year, the year after that, and beyond because we too are going to continue to grow. We will commit to staying in an education environment and joining committees so we can serve other people.” - Jim Robinson, (26:06)

Summary: On this episode of FM Evolution, host Shawn Black sits down with Aaron Shultz, principal consultant at A.W. Shultz Training, a professional consulting service that helps organizations with maintenance work management. With over twenty-five years of experience, Aaron is also the founder of the Maintenance and Reliability Institute and the author of six work management related publications. In this episode, Shawn and Aaron discuss the impact of adaptive work management, the process of communication when implementing change, and how to promote a culture of improvement.  Thanks for tuning in! Show Notes:(0:45) Introduction to Aaron(4:17) Adaptive Work Management(8:24) Change Work Management(13:26) Challenges of Implementing Change(17:09) Advice for Implementing Change(22:03) The Purpose of Adaptive Work Management(27:12) Effective Adaptive Work Management Strategies(33:51) Tips on Implementing Work Management(35:59) Promoting a Culture of Continuous Improvement(39:35) Closing Questions Links:Shawn BlackAaron ShultzA.W. Shultz Training Quotes:“Essentially what we want to do is take the behaviors we have right now and look at the processes we have right now and see if we can take what we have and make it better.” - Aaron Shultz, (5:35) “Knowing you have a plan or where you want to go, that's where you start. Then once they're out there, what controls can be put in place to ensure the sustainability of it?” - Aaron Shultz, (14:06) “When you're working on communication efforts, especially in adaptive work management, the richness of communication often comes in three forms: face-to-face, written documentation, and some other way of broadcasting it to other people or communities.” - Aaron Shultz, (24:53) “You simply cannot succeed without [executive support]. A lot of projects fail because a lot of the time there's conflicting priorities that individuals put onto each other or there's that lack of communication.” - Aaron Shultz, (36:07)

Summary: On this episode of FM Evolution, host Shawn Black sits down with Lee Mills, co-founder and CEO of Pixly, a mobile application that allows users to collaborate on projects by making it easy to instantly capture, tag, and share project photos from anywhere. Lee has been in the technology space for over two decades, gaining experience launching new products, raising capital, and scaling startups. In this episode, Shawn and Lee discuss the benefits Pixly provides facility managers, how Pixly is improving the FM industry, and what sets Pixly apart from other platforms.  Thanks for tuning in! Show Notes:(0:39) Introduction to Lee(1:27) Lee and Pixly's Background(4:24) What Lee is Reading(7:03) How Pixly Helps Facility Managers(9:53) Pixly Success Story(13:01) Integrating Pixly with Other Platforms(17:49) Getting Started with Pixly(21:00) What Makes Pixly Unique(23:25) Pixly's Security(25:30) How Pixly Works(29:54) Closing Questions Links:Shawn BlackLee MillsPixly Quotes:“We're happy to serve people and help them be more efficient on their projects with time and money so they don't have to work as hard and protect them from litigation because a photo could be worth a thousand words, but it could also be worth millions if things go wrong.” - Lee Mills, (2:10) “It's all about documenting maintenance projects faster, identifying them, sharing them, and getting them done faster. Saving time is the ultimate thing.” - Lee Mills, (11:07)  “Time is money. I've met with a lot of tech people, and more than one have told me their job is to save people in the field one minute a day. If you could save your team, regardless of the size, one minute a day, the math is mindblowing.” - Lee Mills, (16:39) “Instead of texting, emailing, or calling, you get an instant notification in the app or an email, but it streamlines communication.” - Lee Mills, (26:17)

Summary: On this episode of FM Evolution, host Shawn Black sits down with Jim Robinson, CEO of CGP Maintenance and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim's thirty-seven years as CEO of CGP Maintenance and Construction Services, he has successfully led his team through periods of uncertainty and developed a winning culture in the process. In this episode, Shawn and Jim discuss the trend of quiet quitting, how the economy impacts employee retention, and strategies leaders can employ to discourage employees from leaving.  Thanks for tuning in! Show Notes:(0:40) Introduction to Jim(2:27) Defining Quiet Quitting(5:57) The Effects of a Gig Economy(7:48) Impacts of Quiet Quitting(9:49) Individuals Most Likely to Quit Quietly(11:41) Leadership's Influence on Quiet Quitting(18:44) Signs of Quiet Quitting(23:56) How to Combat Quiet Quitting(29:07) Closing Thoughts Links:Shawn BlackJim RobinsonCGP Maintenance and Construction Services  Quotes:“Entry level [employees] working from home is an error. In my opinion, that's a mistake we have to correct in the corporate world. We have to make it more inviting and give these individuals a voice because that's what they're trying to do. They're trying to establish a voice that says, ‘Hear me now.'” - Jim Robinson, (3:44) “I'm suggesting that we have to evolve in how we manage people. A person that's quiet quitting isn't quiet about anything. They're being extremely vocal, and we have to pay attention to what that truly means. They're speaking loud, just not to us.” - Jim Robinson, (8:17) “It goes back to they're trying to find a voice and for whatever reason, they feel as though in hurting somebody else they will get a voice. So we have to make sure we have a dialogue to help them find a way to win. Quitting is not a win. It's a complete disservice to themselves.” - Jim Robinson, (19:23) “There's no privilege in being a leader. The quiet quitter thinks there's a privilege being the one with all the responsibilities, but it's heavy. There's a lot of leaders that are treading lightly on thin ice, but true leaders rock the boat, make a difference, and change some lives.” - Jim Robinson, (25:33)

Summary: On this episode of FM Evolution, hosts Shawn Black and Jim Robinson were joined by Brian French, a leadership creator, teacher, and coach at Harmonic Learning, a business consulting service that partners with client organizations to create leadership development experiences. Besides his extensive learning and development background, Brian is also a professional musician and infuses musical themes within the content created by Harmonic Learning. In this episode, Shawn, Jim, and Brian discussed the characteristics of good leaders, how to create an efficient succession plan, and best practices for creating leadership development programs. Thanks for tuning in! Show Notes:(0:43) Introduction to Jim(0:54) Introduction to Brian(1:33) About Brian and Harmonic Learning(2:52) About Jim(4:20) About the Restaurant Facility Management Association(8:47) Defining Leadership(11:00) Characteristics of Great Leaders(15:33) Developing Future Leaders(19:42) Succession Planning(28:32) Leadership Development Programs(37:36) Advice for Developing Leadership Programs(42:26) Closing Thoughts Links:Shawn BlackJim RobinsonBrian FrenchHarmonic Learning, LLCRestaurant Facility Management Association (RFMA) Quotes:“In my view, care is at the core of being a leader. Caring for others. Caring for the group. Caring for the work. And caring for the self and equal balanced measure.” - Brian French, (9:33) “Leadership development is turning the mirror around where we have the magnified view and we're seeing all the scars and all the imperfections. We need to see that in our leadership so we can then get better.” - Brian French, (15:56) “Succession for me as a business owner has always been about how does the legacy continue? The legacy is the individual, not the entity. Even though I have a company that will live for a long time beyond me, that's not the legacy. It's the people that are going to run it that's the legacy.” - Jim Robinson, (23:49)   “The common theme of any leadership program is looking at where the leaders in the organization currently are and looking at where the organization needs them to be and closing the gap.” - Brian French, (28:59)

On this episode of FM Evolution, hosts Shawn Black and Randy Olson were joined by Stormy Friday, the president of The Friday Group, a woman-owned facilities management consulting firm. With over forty years of experience in the FM industry, Stormy has gained international recognition and lectured at FM conferences in over thirty countries. In this episode, Shawn, Randy, and Stormy discussed the best practices for giving and receiving feedback, when it's the right time to ask for constructive criticism, and how to navigate situations where people receive feedback negatively. Thanks for tuning in! Shownotes:(1:09) Introduction to Stormy(5:43) Getting Involved in FM(7:51) Stormy's Influence in FM(15:28) Giving and Receiving Feedback(18:05) Effective Feedback(27:56) Getting Better at Providing Feedback(31:511) Negative Feedback(34:35) Best Practices for Giving Feedback(39:42) Asking for Feedback(44:49) Closing Questions Links:Shawn BlackRandy OlsonProFMIStormy FridayThe Friday Group Quotes:“Effective feedback from an FM manager drives the FM culture. It strengthens the morale of the organization, and it provides an opportunity to showcase performance achievements and provides a framework for discussions about areas where performance needs to be improved.” - Stormy Friday, (13:14) “If you think about it, we don't perform annually, we perform daily. So why would it make sense to have an annual performance? Effective feedback has to be frequent. While it may not necessarily have to be daily, there should be opportunities for feedback on a regular basis.” - Stormy Friday, (18:22) “We talked about the quiet quitters needing feedback, but so do the good performers. They need to be praised when they've done something well and when the manager has received [good] feedback from a customer or client.” - Stormy Friday, (28:14) “When I was managing large organizations, I would say, ‘Remember my door is open, but when you come in, you must have options for me to consider.' That's how you grow and develop. I think people in FM are afraid of retribution, but it goes back to the organization's culture and the fact that effective feedback is a dialogue.” - Stormy Friday, (41:52)

Show Notes:(0:43) Introduction to Jim(1:19) Jim's Management Style(2:39) The Best Approach for Implementing Change(5:07) Balancing Efficiency with Implications(6:30) Ensuring Thorough Communication(8:11) Measuring the Success of Change(10:33) The Importance of Self-Assessment(11:24) Pitfalls to Avoid When Implementing Change(14:18) Learning from Confusion(18:53) Advice to Leaders Implementing Change(20:54) Prioritizing Change(22:38) Handling Employee Resistance as a Leader(26:02) Fostering a Culture That Embraces Change(28:36) Technologies' Impact on Change Links:Shawn BlackJim RobinsonCGP Maintenance & Construction  Quotes:“Implementing change is no joke and it depends on what you're changing. If there's a team to buy into what you're going to change, this is important. It will change automatically and very organically. If there's a vision that has to be cast to get the buy-in, then as a leader, you have to be able to paint the picture.” - Jim Robinson, (2:46) “You have to slow down if you're going to implement change because you're communicating at different levels. We have to make sure we're walking the same walk with them so they have some clarity as to what that change looks like.” - Jim Robinson, (11:56) “We have an obligation to do something for the greater good and we do that first within us and then we do it with our team. That's critical. And if you're the one resisting change, you're going to work yourself out of a job and if you own the company, your company is not going to survive it.” - Jim Robinson, (19:51) “Pushback and resistance are forms of natural growth because we're born feeling inadequate at some level. We feel like we're not worthy of accomplishments. Because of that we resist, but we have to be able to work past that and sometimes we need somebody to walk with us.” - Jim Robinson, (24:52)

SummaryThis week, host Shawn Black is joined by Randy Olson, the leading design and distribution implementer of the ProFM Credential Program, for another special episode of FM Evolution. Shawn and Randy sat down with Kristed Herbert and Keith Spencer from Cerebrii Solutions Global to discuss FM in Trinidad and Tobago. Cerebrii is a training and consultancy firm based in Trinidad and Tobago specializing in facilities management, project management, and real estate and property management. Throughout the episode, Shawn, Randy, Kristed, and Keith considered the importance of cross-functional competencies in FM, Cerebrii and ProFM's partnership, and international interest in FM. Show Notes(1:03) Introducing Kristed and Keith(5:35) Introducing Cerebrii Solutions Global(9:02) FM in Trinidad and Tobago(12:06) ProFM in Trinidad and Tobago(12:56) The Importance of Cross-Functional Competencies(19:32) What Are You Reading?(26:26) Drawing International Interest in FM through Leadership(31:15) Impact on Students(33:42) Cerebrii's December Course(38:04) Closing ThoughtsLinksShawn BlackCGP Maintenance and Construction Randy OlsonProFMKristed HerbertKeith Spencer  Cerebrii Solutions Global  Quotes“There is this understanding that people need to be better equipped in order to help organizations meet their demands, their expectations, their strategic goals, but most importantly, to seek the wealth and interest of their people.” - Kristed Herbert, (10:46)“I would add that Trinidad and Tobago is at the cusp of moving from focusing on workplace optimization and operational efficiency to more at the strategic and tactical level. And this is where ProFM comes in because it bridges the gap between the operations—the tactical and the strategic level—particularly when we look at the asset management model.” - Keith Spencer, (11:01)“When we touched on the cross-functional competencies and showed as far as we've reached into business management and seeing it all the while coming from asset management, coming from strategic management, coming into business management—Those cross-functional areas are needed, are necessary, and are key tools to effectively be facility managers in the workplace.” - Kristed Herbert, (15:28)“[ProFM] is so practical. You can literally take an example that is being presented in any module and adapt it and use it in your facility. It's so comprehensive. It's so all-inclusive that you literally have at your disposal a textbook that could guide you along your implementation of your facility management or improve upon what you already have.” - Kristed Herbert, (17:35)“We're in the people business. And we have to put ourselves in the user's experience to be able to bring delivery on key things. And there's no better way to appreciate FM unless you have that value for people. Everything we do…[is] going to affect your users. And you want to ensure that you are affecting a system that is safe, is reliable, is competent, and at the end of the day, is adding to the organization's bottom line.” - Kristed Herbert, (30:08)

Summary:On this episode of FM Evolution, host Shawn Black was joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim's 37 years as CEO of CGP Maintenance and Construction Services, he has garnered extensive experience keeping teams engaged in order to optimize overall performance. In this episode, Shawn and Jim discussed the differences between leading a team versus an individual and how leaders can cultivate a positive working environment. Thanks for tuning in! Shownotes:(0:48) Introduction to Jim(2:19) Jim's Leadership Style(4:15) Leadership Success Story(5:57) Balancing Direction with Creative Liberty(7:58) Handling Conflict as a Leader(10:36) Prioritizing Communication(16:20) Setting Goals for Your Team(22:40) Motivating Your Team(23:51) Fostering a Positive Workplace(26:29) Adapting as a Leader(28:40) Leading Individuals Differently Links:Shawn BlackJim RobinsonCGP Maintenance & Construction  Quotes:“I've always classified my leadership style as completely autonomous. We want to be clear where the company's going, what we are doing, who we are going to serve, and how we are going to add value.” - Jim Robinson, (2:19) “It's not for my reading pleasure, it's for the growth of the individual. Clarity is important. Getting your weekly reports is a priority communication device. They tell you how they are performing individually and as a team.” - Jim Robinson, (11:08) “All reporting is based on growth and experience. Everything we've designed over the years follows that line. The Monday goal setting, the Friday closeout, it's all based on growth. We're very consistent in the patterns of what we do.” - Jim Robinson, (13:25) “Some people just need to have a deeper conversation. Other people need a really direct bullet point conversation. But, no matter which type of conversation is needed, be clear on what the expectations are and what outcomes are expected.” - Jim Robinson, (26:54)

Summary:On this episode of FM Evolution, host Shawn Black sits down with Randy Olson and Amy Brown. Randy is the leading design and distribution implementer of the ProFM Credential Program, and Amy Brown is the director of events and education at Trade Press Media Group, a business-to-business media company. Throughout the episode, Shawn, Randy, and Amy discuss the upcoming NFMT Remix conference in Las Vegas and what the individuals attending can expect. Thanks for tuning in! Shownotes:(0:40) Introduction to Randy(1:04) Introduction to Amy(1:32) About ProFM(3:18) About NFMT Remix(4:40) The History of ProFM(8:04) What to Expect from NFMT Remix(15:26) About the NFMT Remix Exhibits(21:32) Women in FM(24:44) About the NFMT Remix Afterparty(26:47) Closing Questions Links:Shawn BlackRandy OlsonProFMAmy BrownTrade Press Media GroupNFMT Remix Quotes:“We have shared values between the organizations. The primary thing we want to do is have the best impact we can on the facility management industry and we recognized NFMT did that.” - Randy Olson, (5:44) “We're looking at strategies, procedures, and technology that people can implement immediately and that will have changes in their overall facility.” - Amy Brown, (9:24) “That's ProFM. That's what we do. I look at it as the bridge between the undergraduate degree and the actual working world. So you have the undergraduate degree, but then how do we actually deliver a solution when we get out to the facilities?” - Randy Olson, (12:08) “I've heard from people that have been in the classes in the past that sometimes studying can be overwhelming for adults who haven't done it in a few years. So it's nice to have that face-to-face interaction with classmates and an instructor.” - Amy Brown, (20:34)