Podcasts about service excellence

It's one thing to talk about service excellence, another to define it collaboratively and actually put it into practice. Join Dr. Janet Pilcher and Superintendent Dr. Derek Bub to learn how West Ada School District actively engages diverse voices to define shared service standards and uses a feedback process to build understanding and drive improvement.This episode addresses questions such as: Why is it beneficial to involve a cross-functional team in defining service standards?How can a school district use its defined service excellence standards in practical ways, such as hiring and employee expectations?Why is closing the feedback loop by following up on survey results critical, and how can it be done effectively?Recommended Resources: Focus on Service Excellence, Fuel Success with a Feedback Loop, Develop and Apply Standards of ExcellenceRead and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they're making a difference in their districts and beyond.Order book here.Sign up for book study here.

When Technological Innovation Meets Human-Centered Experience   Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the benefits of combining technology with personal interaction in customer service?  What role does listening play in improving the customer experience?  How important is it for businesses to include digital and human touchpoints in customer interactions?  How does a seamless digital experience impact customer satisfaction and loyalty?  Why is emotional connection important in business?    Top Takeaways:    Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch.  So many businesses continue to operate the same way because "that's how it's always been done." It is important to constantly ask why things are done a certain way and whether there's a better, more modern, or easier approach for customers.   Delivering a great customer experience is not just about satisfying customer needs. It's the best marketing a company can have.   People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others.  Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.   Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer's life and what it means to them.  Wow moments are not always over-the-top experiences. Going slightly beyond what's expected can create a big impact on customers. Small gestures such as remembering a customer's name or a personal preference can elevate a service experience from just fine to amazing.  Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in!  Quote:   "There's a difference between personalization and a personal connection.”    About:    Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like  Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.     Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.     In this episode we talk about: Our Trainer Certification Consulting Calls - Bringing your stories How trainers and other support positions can apply these concepts How all 8 elements intertwine at every moment of truth.    Click Here to Submit Your Questions     Links from show: Certify your trainers in ServiStar material    Attend our course on Defusing Irate Members   Attend our Monthly Service Excellence Workshops!   Subscribe to ServiStar Leadership Podcast on your favorite streaming service

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout, struggling with work-life balance, or seeking ways to lead more effectively in today's fast-paced environment, this conversation offers practical insights on putting yourself first to better serve your team and organization.

In this engaging conversation that happened live at ASHHRA25 in Albuquerque, Felicia Miller, EVP and Chief Talent Officer, dives deep into the success and challenges faced at Parkland Health. Here's a sneak peek of what you can expect:Successful Workforce Strategies: Felicia shares Parkland Health's impressive retention rates, low vacancy rates, and how they've successfully kept the workforce engaged and thriving.Service Excellence and Human Experience: Discover what "service excellence" means at Parkland Health, as Felicia emphasizes the importance of creating a positive experience for employees, providers, and patients alike.Technology Transformation: Learn about Parkland Health's transition from PeopleSoft to Workday, and how they're ensuring a seamless shift without compromising their effective processes.Career Development and AI: Felicia passionately discusses how Parkland Health focuses on career development and the exciting future of integrating AI to enhance—not replace—the human workforce.Felicia's vision for the future of HR at Parkland is truly inspiring, as she aims to transition her department from "Flintstones to Jetsons!" Her leadership ensures that Parkland remains an employer of choice for those with a calling to serve.Make sure to tune in for these incredible insights and more! And remember, ASHHRA26 is happening next May in Savannah, Georgia. Mark your calendars for another opportunity to connect and grow with us.Listen to the full episode now and join us on this transformative journey with Felicia Miller!Warm regards,The ASHHRA Podcast TeamThis episode is sponsored by RxBenefits... Unlock Pharmacy Plan Potential!Your employees expect top-tier medical benefits, like comprehensive care access. But how can you balance these expectations against rising costs, across your full benefits portfolio? Did you know that hospital employees fill 25% more prescriptions each year than other industries? How can you tell if all those prescriptions were needed, or if you could have had significant cost savings by filling at your own hospital pharmacies?Contact RxBenefits today to learn more: https://rxbene.fit/3ZaurZNSupport the show Support the show

Join Susan Pearce as she explores the future of personalised, digitally enabled healthcare in New South Wales, unpacking key successes and priorities for 2025. In this episode, she discusses how value-based care is transforming patient outcomes, the importance of integrating digital tools with human connection, and how collaboration and partnerships are driving innovation across the healthcare sector. Susan shares insights on striking the right balance between digitisation, self-service, and maintaining the human touch, ensuring that technology enhances rather than replaces meaningful patient care. Tune in to discover how NSW Health is reshaping healthcare delivery to be more connected, efficient, and patient-focused. Susan Pearce, Secretary, NSW Health For more great insights head to www.PublicSectorNetwork.co  

Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy. Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation: How should CEOs approach the incorporation of AI and its intersection with customer experience? What are some common missteps companies make when balancing technology and human experience? How can businesses effectively leverage both technology and human touch to enhance customer relationships? Don't miss Dr. Michelli's upcoming book, All Business is Personal available now for pre-order!   Meet Dr. Joseph Michelli   Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include: • Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges • The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way • Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People • The Zappos Experience: 5 Principles to Inspire Engage and WOW • Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary • When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle • Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business Joseph: • is a Visiting Professor of Service Excellence at Campbellsville University • is the recipient of the Customer Experience Professional Association's – Impact on the Customer Experience Profession award • is a Certified Customer Experience Professional (CCXP) • has been inducted into the Customer Experience Hall of Fame • has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus • is on the founders' council of CustomerExperienceOne • has served on the editorial board member for the Beryl Institute's Patient Experience Journal • won the Asian Brand Excellence Award • holds the Certified Speaking Professional (CFP) designation from the National Speakers Association • is a member of the Authors Guild He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance. Takeaways Elective medical services prioritize patient experience due to competition on value. Competing on price can lead to poor customer outcomes, especially in critical services. Spirit Airlines poor customer service practices. Southwest Airlines maintains a strong service culture despite industry challenges. Starbucks has faced challenges in maintaining its customer experience focus post-pandemic. Speed of service should not compromise the quality of customer interactions. Creating a culture of service excellence can dramatically improve customer experience. Every customer interaction is an opportunity to seize the moment and enhance experience. Personalization in communication is key to customer satisfaction. Listening with your eyes and making customers feel important is essential for service excellence.   Follow John on Facebook:  https://www.facebook.com/thedijuliusgroup/ LinkedIn:  https://www.linkedin.com/company/the-dijulius-group/ YouTube:  https://www.youtube.com/@dijuliusgroup Instagram:  https://www.instagram.com/johnrobertdijulius/ Subscribe to The DiJulius Group blog:  tdg.click/eservice

Send us a textIn this episode of the Successful Life podcast, host Corey Berrier welcomes Todd Liles, founder of Service Excellence. Todd shares his remarkable journey, from his teenage years working in the trades, to becoming an influential figure in business consulting, coaching, and counseling for tradespeople. He delves into the distinctions between coaching, consulting, and counseling, and their unique impacts on businesses. Todd also recounts his early career challenges and successes, emphasizing the importance of building customer relationships and proactive mentoring in business growth. From personal anecdotes to professional advice, this episode is a treasure trove of insights for anyone looking to excel in the trades and business landscape.https://coreyberrier.gumroad.com/l/gqhapdhttps://www.linkedin.com/in/trainertoddliles?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app Support the show https://www.audible.com/pd/9-Simple-Steps-to-Sell-More-ht-Audiobook/B0D4SJYD4Q?source_code=ASSORAP0511160006&share_location=library_overflowhttps://www.amazon.com/Simple-Steps-Sell-More-Stereotypes-ebook/dp/B0BRNSFYG6/ref=sr_1_1?crid=1OSB7HX6FQMHS&keywords=corey+berrier&qid=1674232549&sprefix=%2Caps%2C93&sr=8-1 https://www.linkedin.com/in/coreysalescoach/

In today's episode of Windshield Time, hosts Chris Elmore and Harold “J-Dub” James Walker Jr. tackle one of the most challenging and frustrating objections in the home service world — “I need to talk to my spouse.” They break down why this objection is so powerful, what it really means, and why many techs handle it the wrong way. Chris and James share practical scripts and techniques you can use today to follow your customer onto their sacred ground without getting shut down. If you're looking for a nugget of wisdom to up your service game, this episode has it. Listen now and learn how to turn a roadblock into a trust-building conversation. Want to go even deeper? Download our free Ultimate Objection-Handling Playbook, packed with proven strategies and scripts for handling the five most common objections in the field.

In this episode of Beyond Esthetics, Tiffanie Orr dives into the power of empathy and human connection in the beauty industry. Through a heartfelt story about her father-in-law's experience with two veterinarians, she illustrates how genuine care fosters loyalty and trust. Tiffanie challenges professionals to go beyond the transactional and focus on adding value to every client interaction. She shares insights on balancing busy schedules while maintaining personal connections, the importance of clear communication, and how Jessica's retail masterclass transformed her team's approach to sales. Plus, she introduces her Brazilian wax masterclass, designed to elevate intimate waxing training for estheticians. Tune in for valuable takeaways on enhancing client relationships and growing your business with purpose!Follow us @beyondestheticspodcast @sweetcheeksuniversity @sweetcheekswaxingskincare @the_esthi_coach.⭐ Please rate and review the show, and DM us your ideas for new episode topics!

In today's episode of Windshield Time, hosts Chris Elmore and Harold “J-Dub” James Walker Jr. dive deep into one of the biggest challenges in sales—handling money objections like a pro. Whether a customer says, “That's too expensive,” “I need to think about it,” or “I just can't afford it right now,” how you respond can make or break the sale. Chris and J-Dub explain the difference between objections and denials, why price pushback isn't always about money, and how to navigate these conversations confidently without sounding like pushy salespersons. They reveal key strategies for separating the real issue from the smokescreen, building trust, and presenting solutions that customers say yes to. If you're looking for proven techniques to increase your closing rate and master sales conversations, this episode is packed with actionable takeaways. Don't leave money on the table—listen now! The coaches at Service Excellence have worked with over 1,000 service companies, learning to avoid costly mistakes and maximize sales performance. If you'd like to dive deeper into this topic or others, reach out to Chris or James directly!

In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about effective training.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

How can commercial lenders build and maintain trust with their clients in the face of an uncertain global economic outlook? For financial services CEOs, it starts with refining work processes, managing risk, and maximizing the value of data generated by business and IT ecosystems. In this episode, we delve into the journey of one leading CEO who has mastered the art of creating relentless customer experience excellence and shareholder value through trust-building.Featured expertsRick Bare, CEO and President, Automated Financial Systems Inc. (AFS)Dr. Elena Huff, Director, Consult Partner, KyndrylTom Yezzi, Customer Partner, Kyndryl

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explain the concept of 1% improvments, and why making them day in and day out compounds over time. They also pull from the James Clear's book "Atomic Habits" to explore how you can implement this idea today! If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now! Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

On The Drive with Cindy Lawrence presents an inspiring episode featuring Mindy Williams, Service Manager at CMA Colonial Subaru. From juggling the roles of wife and mother while pursuing her college degree to mastering the complexities of the automotive industry, Mindy exemplifies resilience and innovation.With a team that's nearly overstaffed—a rarity in service departments—Mindy has cultivated an environment where apprentices grow into master technicians. Her focus on building her team from within is a true reflection of her leadership, dedication, and commitment to excellence.Join us as we dive into Mindy's remarkable journey of raising her family while raising her team to new heights. Discover how she's not only breaking barriers but also setting new standards in the industry. This is a story of grit, growth, and the power of mentorship. Don't miss it!Join our Journey:Share this episode with a friendClick the plus to follow us on your podcast app and get automatic downloads of each episodeRate and Review us on Apple Podcasts Email us at Cindy@OnTheDriveTraining.comLinkedIn:   Connect on LinkedinFacebook:  Join us on FacebookHost:Cindy Lawrence713.299.2435Cindy@OnTheDriveTraining.comAtYourServcie-Drive.comIf You Need Fixed Ops Training…You Need Cindy!

When searching for an attorney, emotions tend to be at their highest. People who seek lawyers are often facing hardships unlike ever before.  Atticus Family Law firm director, Natasha Vondracek explores the topic of client care with LAWsome host, Tanner Jones.  How does your law firm convey to a potential client that they are more than just a number or a case on your desk? Natasha shares her expert insights with us in the latest LAWsome episode. You can connect with Natasha on her LinkedIn here - https://www.linkedin.com/in/natasha-vondracek/ and her website - https://atticusfamilylaw.com/  TLDR: In this episode you will learn How to create a personalized approach to client care How to instill a nurturing culture among your staff The importance client care plays in reputation management  

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. pose the question, "What is the number one thing to do in the home?" Chris and James give great answers that range from establishing confidence to demonstrating professionalism. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now! Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

Welcome to another insightful episode of Allied Health Business Brilliance. In this rerun episode, Cathy Love is joined by Cate Schreck, the Founding Director and Service Excellence Coach of Light Bulb Training Solutions and Just for Schools. Cate shares her wealth of knowledge on customer service excellence, emotional intelligence, and how Allied Health businesses can create meaningful team engagement to elevate their operations. A great quote by Cate, “Excellent customer service is not treating people how you want to be treated, it's treating people how they want to be treated.” Topics covered on emotional intelligence, customer service blueprint and frontline customer service: Cate Schreck's Journey: Cate reflects on the evolution of Light Bulb Training Solutions and her passion for frontline customer service, emotional intelligence, and team cohesion. Emotional Intelligence in Action: Cate explores the importance of emotional intelligence (EQ) versus intellectual intelligence (IQ) in the workplace, highlighting its impact on team dynamics, customer interactions, and overall workplace culture. Specialised Training for Schools: Cate shares her tailored approach to equipping non-teaching staff in schools with essential customer service and emotional intelligence skills through her business, Just for Schools. The Customer Service Blueprint: Cate's book, The A to Z of Service Excellence, offers actionable strategies for frontline teams and has become a trusted resource across industries. Resources Mentioned EQ – Daniel Goleman's Book https://www.danielgoleman.info/ Cate's Book – The A-Z of Service Excellence LTS Free Resource – The WIN Activity LTS Free Resource – Service Excellence Conversations P.S. Need a little extra support on your business journey? Whether you're navigating challenges or looking to reach new goals, we're here to support your growth. Book a complimentary Power Call with us, and let's talk about how we can help you achieve your vision for your Allied Health business. Connect with Nacre Consulting: Let's connect on Instagram Follow us on Facebook Let's connect on LinkedIn

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore why closing is the natural conclusion to a well executed sales process by making the interaction less transactional and more relational. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now! Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. dive into the LEAP method of handling objections, taking a hard look at the "asking questions" phase. They explore how asking great questions can build trust and credibility and often solve client anxities and issues. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore the three ways customers spend with your company; money, time, and emotion. They discuss how these elements intertwine and affect the customer experience, emphasizing the importance of emotional connections in the transaction process. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!     Chapters:   00:00 Introduction to Windshield Time Podcast 03:02 The Importance of Customer Experience 05:55 What's Going Into Your Brain? 08:56 Understanding Customer Spending 12:00 The Role of Money in Customer Transactions 14:57 The Emotional Aspect of Customer Spending 19:00 Decision-Making: The Role of Information 20:28 Assessing Value: Time, Money, and Emotion 24:23 Commodities and Consumer Choices 27:17 Emotional Factors in Service Interactions 30:11 The Trade-off Between Time and Money 35:41 The Importance of Perceived Value 38:51 Navigating Emotional Seasons: The Holiday Effect     Takeaways:   1) Customers spend money, time, and emotion with you. 2) People buy on emotion and justify with logic. 3) Consumers often choose based on perceived value rather than actual quality. 4) Commodities are often judged solely on price due to lack of differentiation. 5) The holiday season can amplify emotional spending and objections. Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

In a session recorded live at IFS Unleashed, Steven Van Eyck, Center of Excellence Lead for Field Service at Proximus, joins Sarah Nicastro to discuss how to define “excellence” in the arena of field service today and what Proximus is focused on in creating it. Steven is leading a Center of Excellence that caters to the Field Service Management activities for Proximus' Customer Operations Business Unit. The Center serves as the primary link between the operational field teams, the Proximus IT department, and IFS. Steven joined Proximus in 2003 as a Developer. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

In this episode, Matthew explores the BSI Kitemark for Service Excellence.He speaks to BSI's Julie Walker and Chris Parry about the purpose behind its development, its intended audience, and the benefits it offers to both organizations and consumers.And being The Standards Show, Julie and Chris also share their standards journeys.Find out more about the issues raised in this episodeBSI Kitemark for Service ExcellenceGet involved with standardsGet in touch with The Standards Showeducation@bsigroup.comsend a voice messageFind and follow on social mediaX @StandardsShowInstagram @thestandardsshowLinkedIn | The Standards Show

Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff and Capstone Coach Kevin Stranberg discuss the importance of employee-driven teams in enhancing patient experience in healthcare. They explore how data can be tied to patient experiences, the role of leadership in fostering a positive work environment, and the significance of communication and teamwork. The conversation emphasizes the need for synergy between employee engagement and patient experience, highlighting real patient stories and the impact of first impressions. They conclude with a reflection on the passion required to work in healthcare and the continuous journey of improvement.Employee-driven teams have proven to be very helpful in patient experience improvement initiatives.Data can be effectively tied to patient experiences to aid the improvement efforts.Creating a positive work environment directly impacts patient care and service excellence.Managing up involves promoting coworkers positively to patients.Real patient stories provide valuable lessons for healthcare providers.First impressions significantly influence patient experiences.Communication and words matter in patient interactions.Passion for healthcare work drives better patient outcomes and the desire to always be improving the patient experience.Kevin's prior podcast episode: Improving Culture and Care with a Goal Cycle - https://www.buzzsprout.com/2315930/episodes/15069068Join our weekly Newsletter email list and learn more about Capstone's approach to improving and growing small healthcare organizations:  https://www.capstoneleadership.net/

Join host Aaron Clippinger and special guest Marissa Peacock, Implementation Specialist for SquareCoil, as they dive deep into the vital role of customer service and effective training in driving business success. In this insightful episode of "The AC Method," they explore the transformative power of leadership, the importance of engagement in training sessions, and the key elements of outstanding customer service.

In this episode chock full of training expertise, Trey Briggs breaks down a formula combining word choice, phone manners, and accountability to guarantee that every agent delivers exceptional service in every call they handle! Trey offers industry-leading solutions based on unique training knowledge and experience. Check it out!

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore strategies to handle the objections you're sure to face in the upcoming holiday season, and how Ralphine from "A Christmas Story" can help you overcome these obstacles. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!     Chapters:   00:00 Introduction   11:39 Understanding the Holiday Objection   14:03 Ralphie's Sales Approach in A Christmas Story   19:32 Influencers and Decision Makers in Sales   21:52 Understanding Influencers in Decison Making   29:09 Ralphie's Strengths: Knowledge and Passion   37:46 Classic Mistakes in Sales: Ignoring Key Influencers   44:55 Lesson Learned from Ralphie's Journey     Key Takeaways:   1) Avoiding weaknesses hinders progress and improvement   2) Knowing the personality types of decision makers aids in sales   3) Handle objections directly rather than resorting to tricks   4) Set clear timelines for follow ups and decisions   5) Using tools like ChatGPT can enhance knowledge and confidence     Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!   Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com   Go out and Turn Learning into Earning!

What is a rounding road show, and how is it being utilized by Oldham County Schools to achieve service excellence? Listen as Superintendent Dr. Jason Radford shares how he takes this tactic on the road so his leadership team can gain valuable input from all 1,500 employees. Learn how it positively impacts the district's culture and enhances service excellence satisfaction, as reflected in the district services survey.Recommended Resources: Hardwiring Excellence in Education: The Nine Principles Framework, Create Connections Through Rounding, Round for Employee Retention, Rounding for Success: A Superintendent's Journey from Skepticism to Impact

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. discuss raising the customer's awareness by utilizing the prescription pyramid to build a compelling case of services for the client. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!     Chapters:   00:00 Introduction   02:59 Personal Updates   06:00 Insights from Recent Industry Visits   08:56 Quotes and Their Impact   11:58 Raising Awareness and the Prescription Pyramid   14:45 The Stability of the Pyramid Structure   17:44 Understanding the Prescription Pyramid   19:46 The Importance of Awareness in Customer Engagement   23:59 General vs. Specific Awareness   28:17 The Role of Checklists in Raising Awareness   32:10 Buliding Trust Through Evidence and Awareness     Key Takeaways:   1) Understanding customer language and building trust is key to building trust   2) Checklists are essential for thorough diagnostics and raising awareness   3) The difference between expectation and reality defines customer value   4) Technicians must be aware of common issues in their service areas   5) Effective communication involves both head and heart     Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!   Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com   Go out and Turn Learning into Earning!

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. differentiate between manipulation and influence in sales, emphasizing the need for authentic conversations and building context to create positive influence. They pose the question, "Is creating urgency ethical?" If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!     Chapters:   00:00 Introduction to Windshield Time Podcast 02:57 The Importance of Authentic Conversations 06:01 Life Stages and Family Dynamics 08:48 Understanding Customer Mindsets 12:01 The Role of Maintenance Calls 14:58 Creating Urgency in Service Calls 21:00 Defining Urgency and Its Importance 23:57 Manipulation vs. Influence in Sales 30:02 Building Context for Influence 36:02 Awareness vs. Action in Customer Engagement 42:04 Creating Urgency Through Positive Influence     Key Takeaways:   1) Authenticity in conversations fosters trust with customers. 2) Understanding customer mindsets is crucial for effective service. 3) Creating urgency should be about awareness, not manipulation. 4) Influence is about mutual benefit, while manipulation is one-sided. 5) Building context is essential for effective communication. 6) Awareness comes from asking the right questions. 7) Urgency can prevent negative future outcomes. 8) Service calls should focus on educating the customer. 9) The relationship between technician and customer is vital. 10) Creating a positive influence leads to better customer engagement.     Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. discuss the slow season that trades businesses experience in the winter and how you can best combat it! If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Chapters: 00:00 - Introduction and Greetings 12:19 - Navigating the Slow Season 17:16 - Understanding Customer Attitudes 19:13 - Managing Company Fears and Anxieties 21:56 - Avoiding Hibernation and The Technician's Attitude 22:49 - Introduction and Bear Analogy 25:13 - The Slow Season and Springtime Wake-Up 26:11 - Avoiding Hibernation Mode 27:37 - The Contagious Nature of Attitude 28:58 - Following Your Process and Maintaining a Positive Mindset 31:32 - The Impact of Effort and Attitude on Company Culture 38:22 - Adapting to the Slow Season 43:23 - Conclusion and Contact Information   Key Takeaways: 1) The slow season in the home service industry brings a change in attitudes for customers, companies, and technicians. 2) Customers may believe that it's not urgent to get work done during the slow season and may have other expenses to prioritize. This is an additional objection you'll have to solve for. 3) Companies may experience fear and anxiety about generating revenue and keeping their employees busy during the slow season. 4) Technicians should avoid hibernation-like behavior during the slow season and stay proactive in finding work and improving their skills. You must maintain a strong work ethic and positive attitude during the slow season. 5) Continue to follow your processes and don't change your mindset. 6) Attitude is contagious and affects customer interactions company culture. Be mindful of this!   Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

Send us a MessageIn this Solo Byte episode, Sue Tetzlaff discusses a communication tactic, “managing up,” that has a positive impact on both the employee experience and patient experience. Managing up is a communication tactic where your introduction positions others or other organizations, people, or services in a positive light to increase confidence, trust, and put others at ease. She emphasizes the importance of “managing yourself up” when introducing yourself. Managing up can be used in various healthcare settings, such as shift handoffs and patient transfers. It is a valuable tool for both clinicians and non-clinicians.Managing up is a communication tactic where you position others or other organizations, people, or services in a positive light to increase confidence, trust, and put others at ease.Introducing oneself and others is important to build and transfer confidence and trust across healthcare settings.Managing up can be used in various healthcare situations, such as shift handoffs and patient transfers.It is a valuable tool for both clinicians and non-clinicians in healthcare organizations that can improve the employee experience and patient experience.

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore the principles behind olympic weightlifting and how you can take these ideas into the home service field. Believe it or not, there are many similarities between these two worlds! If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now! Sign up for an upcoming class here! The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!

In today's episode of Windshield Time, Harold "J-Dub" James Walker Jr. finds his way back to the Windshield Time studio to rejoin co-host Chris Elmore. Today the duo discusses how to deal with awkard and exceptionally confrontational objections, like religion or politics, while in the home. Yikes! If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com   Go out and Ignite the Power Within!

Send us a Text Message.Drawing from my experience in the world of private country clubs, I've discovered valuable lessons that have transformed the way I run my business. Now, I want to share these insights with you—tips and strategies honed in the luxury service industry that can help you elevate your own business and achieve success. Achieving customer service excellence is all about building a culture where every team member is dedicated to providing outstanding service. By focusing on strategic hiring, comprehensive training, and continuous employee engagement, businesses—whether large or small—can significantly enhance the customer experience. Whether you're running a private country club or a small business, these strategies can help you build a team that's not only skilled but also deeply committed to delivering exceptional service. Maintaining a customer-focused approach is an ongoing effort, but the rewards in terms of customer satisfaction and loyalty are well worth the investment.______________________________You can find me here:Instagram: @gingerbizWebsite: https://www.katymurrayphotography.com/Facebook: https://www.facebook.com/groups/TipsandTricksforyourbusinessTwitter: https://twitter.com/GingerBizKM

In today's episode of Windshield Time, Chris Elmore is joined again by guest host and Service Excellence coach Matthew Barbosa. Today they discuss managing customer's expectations, where they come from, and how to understand them. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com Matthew Barbosa: 214-878- 9672 or matthew@servextra.com   Go out and Ignite the Power Within!

In today's episode of Windshield Time, Chris Elmore is joined by guest host and Service Excellence coach Matthew Barbosa to talk about the importance of technicians caring for their physical and mental health. Guys in the field must take of themselves before they can adequately take care of the client, and today we talk about how to do just that! So if you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com Matthew Barbosa: 214-878- 9672 or matthew@servextra.com   Go out and Ignite the Power Within!

Is employee disengagement hurting your business?  Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal insights on overcoming barriers and maximizing potential, including powerful energy management techniques. Learn to break down silos, empower your team, and harness "customer love" to drive results. This transformative discussion provides actionable strategies to reshape your company culture, fueling exceptional customer experiences as your competitive advantage.

 In the episode, Mike Williams, founder of Carnegie Search, joins the Sparking Success podcast to discuss the challenges of growing a recruiting business. They talk about the importance of setting realistic goals and not sacrificing excellence for rapid growth. Mike shares his strategy of focusing on developing his team and maintaining a high level of service rather than just expanding the size of his firm. They also discuss the potential of adding temporary staffing to their services and the financial considerations of growing a business. In this conversation, Mike and Sparking Success discuss various topics related to growing a business, including managing finances, building equity, taking risks, and the importance of having a solid financial foundation. They share personal experiences and insights on how to make smart financial decisions, set up rainy day funds, and invest in the future. They also emphasize the need for balance and being present in both personal and professional life.TakeawaysSetting realistic goals and focusing on excellence is more important than rapid growthDeveloping a strong team and maintaining a high level of service is crucial for long-term successAdding temporary staffing can be a strategic move for business expansionFinancial considerations, such as tax planning and equity building, are important for sustainable growth Managing finances and building equity are crucial for business growth and financial stability.Having a solid financial foundation allows for more flexibility and the ability to take calculated risks.Setting up a rainy day fund and making smart investments can provide a safety net during challenging times.Balancing personal and professional life is important for overall well-being and success.Being present and making intentional financial decisions based on long-term goals is key to sustainable growth.Chapters00:00 Introduction and Personal Connection03:18 Introducing Mike Williams and His Business08:19 Setting Realistic Goals and Balancing Growth11:09 Prioritizing and Managing Growth23:26 On-the-Hip Training and Team Development25:17 Exploring the Potential of Temporary Staffing29:32 Financial Considerations for Business Growth32:55 Managing Finances and Building Equity36:14 Balancing Personal and Professional Life

In today's episode of Windshield Time, Chris Elmore and Harold "J-Dub" James Walker Jr. talk about the timeline of the service call, which spans from the dispatch to saying farewall to the client and includes everything in between. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com   Go out and Ignite the Power Within!

In this episode of The Kelly Roach Show, Kelly dives into the critical topic of customer service excellence and accelerating trust-building in today's economic environment. With the market becoming increasingly cautious, Kelly emphasizes the importance of organizations focusing on trust to sustain growth and gain market share. She outlines actionable strategies for enhancing trust through consistency, frequency, and accuracy in content delivery.  Kelly sheds light on why long-form content such as blogs, newsletters, live streams, and podcasts should be prioritized. She also shares insights on creating content that effectively meets consumer needs and navigating the current market's unique challenges.    Also in this episode:  Consistency, Frequency and Accuracy to maintain high standards in these areas to meet your audience's needs and build lasting trust. High-quality, accessible customer service greatly impacts consumer buying decisions. Make it easy for potential customers to find information, book calls, and access sales pages. Provide significant, valuable content upfront to make a strong first impression and encourage deeper audience engagement. Timestamps: 0:05 - Expediting Trust Building in Today's Economic Climate 4:13 - The Importance of Long Form Content in Business Growth 8:47 - Creating Lasting Impressions with High-Value Content 13:50 - Accelerating Trust Through Customer Service and Engagement 19:44 - Share and Subscribe to Support The Kelly Roach Show   The Virtual Business School: http://virtualbusinessschool.com/members The Business Advisory: The Advance Innovation Society: https://theadvancesociety.com/ Danielle's CMA Newsletter: https://api.leadconnectorhq.com/widget/form/IM6paqZlFjdk7OyNqSgi?fbclid=IwZXh0bgNhZW0CMTAAAR1wqYwHuOogukxW-eJFZj2lQttUckFlS0sEm6Ly7zroEDBlj3rmYdMnI4o_aem_AZHHDZu6h5lyxWUYQKIf-g4U0Fj8T4WgOqB5ODVNCpG6xMm1gp2na1b7RQ5KXzFGTQNbjuTsuHxr5S6gePVaypNc Kelly's Newsletter: https://link.apisystem.tech/widget/form/rXy1lqaUxm1yQzxRF31S   Stay Connected With Kelly Roach:  Instagram | LinkedIn | Facebook | Youtube

In today's episode of Windshield Time, Chris Elmore and Harold "J-Dub" James Walker Jr. discuss the importnace of establishing and understanding both input and output KPIs within your business. Output KPIs are lagging indicators that show results, and input KPIs are activities that drive those results. Have you fallen victim to only tracking the outputs of your busienss? If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!   Sign up for an upcoming class here!   The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below! Chris Elmore: 254-733-7109 or elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com   Go out and Ignite the Power Within!

In this episode of Beyond Social, hosts Vitaly and Reggie explore the art of stellar customer service in social media management. As platforms grow more sophisticated, supporting multiple networks with diverse features can be challenging. Discover how Vista Social uses user patterns to simplify the complexity of managing multiple platforms. With over a decade in customer success, Reggie reveals what makes customer interactions successful. At the end of the day we have to ask ourselves, "What value are we adding in every response?" Join the freewheeling conversation to learn about the impact of personalized customer support, the dangers of over-automation, and get actionable tips for boosting customer satisfaction and training the right way!Tune in for insights on building a top-tier customer success team and making every interaction count!Chapters00:00 - Intro 1:00 - What Makes Good Customer Service?3:50 - Criteria for Measuring Customer Interactions9:50 - Customer Service Training12:20 - Pushing the Limits of Support14:55 - One Touch and Two Touch Tickets16:25 - The Most Problematic Area for SMM Tool Users19:45 - Gratitude for the Customer Success Team20:30 - Final Thoughts on Customer Success Follow us on Instagram Follow us on LinkedIn Follow us on Youtube

Gregg R. Florentin is a 30-year visionary leader who has consistently driven innovation, operational excellence, and strategic collaborations in the healthcare industry.  Prior to TriCity Cardiology, Florentin served as the President and CEO of Ahart Healthcare Solutions International in Dubai UAE and Houston Texas for eight years. During his tenure, he forged strategic partnerships with notable institutions such as Inova, Children's National, and SEHA.  Under Florentin's leadership, AHART grew to over 500 employees where he was instrumental in holding various global interim executive leadership roles for 60 different specialties with mergers, acquisitions, joint ventures, private equity, and financial growth.  These experiences were innovative, leveraging Lean techniques, artificial intelligence, predictive analytics, and patient and employee satisfaction to enhance safety, quality, and cost. Florentin also held various executive leadership roles with Willamette Group, Group Health, Providence Medical Group, and Meritus Healthcare before his move to AHART. His illustrious career began at Community Tissue Services, one of the Nation's Premier Organ and Tissue Banks.  Florentin has many accolades including: Health Professional of the Year Award, Washington State Volunteers Society 3 Time Who's Who In Healthcare Executive Distinguished Leadership Award, Medford Oregon Community Executives  AHART Executive Award for outstanding leadership in business and education partnerships.  COO of the Year Providence CEO of the Year AHART Diamond Executive Award for Service Excellence, Dubai Healthcare  3 Time Lean Six Sigma Innovation Award   Florentin's leadership philosophy emphasizes transparency, rounding for authenticity, kindness, and collaboration. He firmly believes that prioritizing team members' overall happiness and satisfaction leads to positive outcomes for both the team and patients. In summary, Gregg R. Florentin exemplifies excellence and enjoys sharing his vision as an invited speaker at numerous national and international conferences in the past 8 years sharing his knowledge on innovative healthcare to improving the patient experience, employee engagement, and the future of healthcare.  

Doug Burnetti is President and CEO of Burnetti, P.A.Doug started his firm in the 90's with just a $10,000 loan. The firm has now been around for 30 years and is renowned for their financial resources, trial experience, and reliable legal counsel.Burnetti, P.A. is a full service personal injury law firm specializing in auto accident, medical malpractice, wrongful death, workers' compensation and other personal injury claims. At Burnetti, P.A. they want clients to focus on healing from their injuries, not worrying about how they'll be able to afford an attorney. Connect with Burnetti, P.A. on LinkedIn: https://www.linkedin.com/company/burnetti-pa/Visit Burnetti, P.A.: https://www.burnetti.com/On This Episode, We Discuss…Transforming a $10,000 Loan into a Premier Personal Injury Law FirmEnsuring Exceptional Client Service Through Continuous TrainingFostering a Culture of Trust and EmpathyTeam-focused Leadership

Discover the vision and strategy behind Carson Group's evolution as Burt White steps into the role of CEO!In this episode, Ryan Detrick, Chief Market Strategist at Carson Group & Sonu Varghese, VP, Global Macro Strategist at Carson Group, sit down with Burt White, CEO at Carson Group, to explore the company's direction under his leadership and the legacy of service excellence they aim to uphold.Together they discuss: Burt's recent appointment as CEO and the seamless transition of leadership within Carson GroupThe concept of ‘Peak Service' and how Carson Group is redefining service standards in the wealth management industryThe importance of client-focused metrics and the impact of small business ethos on financial adviceThe dynamic partnership between Burt and Ron Carson, highlighting their complementary strengths and shared vision for the companyAnd more!Resources:Any questions about the show? Send it to us! We'd love to hear from you! factsvsfeelings@carsongroup.com Connect with Burt White: LinkedIn: Burt WhiteConnect with Ryan Detrick: LinkedIn: Ryan DetrickX: Ryan DetrickConnect with Sonu Varghese: LinkedIn: Sonu VargheseX: Sonu VargheseAbout Our Guest:A prominent voice and advocate for the independent advisor, Burt White is Chief Executive Officer at Carson Group. He helps steer the company's strategic focus as a member of Carson's executive board.Drawing on decades of industry experience, Burt augments and elevates the firm's opportunities for growth across corporate and investment strategies. He works with Carson's investment team to build and deliver an investment ecosystem that drives growth for the firm's 140+ partners, who collectively manage $30 billion in assets.Burt's excitement to redefine how our industry talks about wealth shines through in his work. He believes adaptability is a superpower and is highly motivated to innovate, pioneer and deliver forward-thinking industry thought-leadership.Burt is passionate about making a meaningful impact in the lives of clients and advisors. Given that passion and his unique talent for client storytelling, he is well equipped to help our advisors best serve clients and generate new business.Carson Group Founder and Chairman Ron Carson calls Burt a visionary in the industry who understands where the profession is and where it needs to go.Before joining the Carson team, Burt served for 14 years as Managing Director and Chief Investment Officer at LPL Financial. There, he fostered the development and evolution of LPL's capabilities to effectively support advisor efficiency and growth.

Join Chris Sonksen as he discusses with Paul the crucial elements of perfecting Sunday services to foster church growth and enhance congregational engagement. This episode is a treasure trove for any church leader aiming to elevate their weekly services.In This Episode, You'll Learn:Five Key Components: Deep dive into the essential aspects of a Sunday service that need regular evaluation.Staffing Essentials: Insights on the top hires every church needs to ensure smooth service execution and growth.Engagement Strategies: Effective methods for increasing congregation involvement through intentional staff interactions.Episode Highlights:Paul's Journey: From the challenges to the strategies that reshaped his Sunday services.Critical Evaluations: How focusing on specific elements like message clarity and worship integration can significantly impact service quality.Actionable Advice: Concrete steps for staff development and member engagement that Paul has successfully implemented.Tune in to gain valuable insights that will help you refine your approach, enhance your church's impact, and ensure your Sunday services are as compelling and welcoming as possible.

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