Service Evolution

Summary

Join 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

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Summary

Join 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 Thoughts

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Summary

In 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 Thoughts

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Clifton Savage

Service Leaders Society

Summary

In this conversation, Shawn Black and Jim Robinson discuss the latest customer service trends in the service industry. They emphasize the importance of customer service and the shift from a nice-to-have personal touch to a must-have while exploring the blurring line between a company's brand and its customer service. Additionally, they delve into the impact of technology, including messaging and chatbots, on customer service, as well as the responsible use of customer data. The conversation further covers the benefits and challenges of offering 24/7 customer service and the impact of a nonstop culture. The golden nugget of advice offered is to meet customer demand and deliver exceptional service. In this conversation, Jim Robinson emphasizes the importance of personal connection and developing relationships, and shares his own experiences in customer service that highlight the value of serving people. Jim believes that while technology may change, the power of connections remains constant, and he encourages businesses to meet the needs and wants of their customers to ensure their loyalty.

Show Notes

(0:00) The Importance of Customer Service in the Service Industry

(3:00) The Shift from Nice to Have to Must-Have Personal Touch in Customer Service

(6:36) The Blurring Line Between Brand and Customer Service

(10:17) The Impact of Technology on Customer Service

(13:46) The Rise of Messaging and Chatbots in Customer Service

(18:17) Showcasing Company Values through Customer Service

(24:18) Being Proactive in Customer Service

(27:52) Using Customer Data Responsibly

(31:17) Offering 24/7 Customer Service

(35:26) The Impact of a Nonstop Culture on Customer Service

(38:19) The Importance of Meeting Customer Demand

(39:25) The Magic of Personal Connection

(40:35) The Key to Business Success: Developing Relationships

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Quotes

“You have two types of buyers. One’s a numbers buyer. It’s how cheap can I get a burger because it’s a survival tool and I’m going to feed the energy level. And then you have the other ones that need the personal care, the personal service.” - Jim Robinson, (2:54)

“Scrutinize the tech, but don’t spend too much time on this. Scrutinize but excel your decision making because you’re going to be a dinosaur and antiquated as soon as you start because it’s moving at breakneck speed. And the key in tech today is how do we speed up everything…but there’s so much technology out there and the key is to decide what has to be sped up, what do you need faster, and then use technology to do that.” - Jim Robinson, (10:55)

“[Customer service] has to be personable. So delivery of content, that’s great. Use automation, accelerate the delivery of content, but it isn’t going to change the way you see a brand. It’s with the people that you see the brand.” - Jim Robinson, (17:31)

“Your people that are delivering the customer service are conveying your [company] values. So whatever that company value is, it’s when they get off of the value that you’re delivering that the brand gets skewed.” - Jim Robinson, (19:43)

“Collect the data that’s pertinent so that you can serve them better. Meet needs and wants. Needs are simple, but wants are more complex because those are very individualistic…[needs] set a standard and then how do they want you to deliver that need. So meet needs and wants better than anyone else and you’ll have a client forever.” - Jim Robinson, (30:00)

Summary

In this episode of Service Evolution, Shawn Black and Jim Robinson explore the transformative landscape of customer service and leadership in 2024. They discuss the nuanced challenges of maintaining company culture in a remote work environment and the necessity of clarity in communication and face-to-face interactions. Additionally, they explore the shift toward automated services, sparking the balance between AI implementation and understanding customer needs. Lastly, Jim and Shawn highlight the significance of utilizing data to improve customer support strategies while emphasizing the need for urgent and versatile service channels.

Show Notes

(0:00) Introduction and Topic Overview

(1:10) AI and Automation in Customer Service

(3:28) Impact of AI on Jobs and the Future

(6:13) Ensuring AI Enhances Customer Service

(8:34) The Rise of Ghost Kitchens

(9:49) Challenges of Opportunities of Remote Work

(12:48) Maintaining Company Culture in Remote Work

(19:20) The Growing Need for Real-Time Customer Support

(23:31) Utilizing Data to Improve Customer Support Strategy

(34:36) Effective Leadership in the Service Industry

(36:41) Challenges for Leaders in 2024

(38:51) Conclusion and Excitement for the Year Ahead

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Quotes

“Everything comes from faith or fear. Faith, you believe it’s going to happen, or fear, you believe all hell is going to break loose and the world’s going to end. You get to choose one of those. But I’d say you have to go in faith. You have to believe that things are going to be okay, that we’re all going to learn something new, we’re going to find to look at things not from a fear base.” - Jim Robinson, (3:28)

"It's important to recognize what your true authentic behaviors are. If you're just an execution person, if you just want to execute and drive results, sitting in a home office, that's a great place for you because you're just going to drive results because there's less disturbances. If you're relational and you get deprived of the relational opportunity, you're going to feel deprived and you're going to feel defeated because executing on results isn't your top priority." - Jim Robinson (17:20)

"There's a lot of data in that time frame that is really important to the partnership and making sure that we stay the course, even in the challenging times. It's being supportive. Be corrective, be instant, call it and see it, state it as it is, but correct the behavior, but keep the partnership. There's a tremendous benefit to the buyer when there's longevity." - Jim Robinson, (25:14)

"So you have to make sure as a leader that, you know, all eyes are on you. Even when you think they're not, they're still watching. And so the high sense of urgency, move quickly, talk quickly, explain with clarity, and that alone is going to influence their decision to either follow you or to abandon ship." - Jim Robinson, (36:13)

Summary

Get ready for a high-energy episode of Service Evolution as hosts Shawn Black and Jim Robinson sit down with world-renowned keynote speaker, best-selling author, and podcast host, Jim Knight. As a training and development expert, Jim teaches organizations of all sizes how to attain their own “rock star” status. Jim utilized his experiences and natural-born creativity to consistently develop cutting-edge training concepts, which have won numerous outstanding awards. Additionally, Jim has been recognized by Training Magazine as representing one of the Top 125 training companies in the world out of all industries, and has been featured in many notable publications such as Forbes Magazine, Inc. Magazine, Fast Company, Entrepreneur Magazine, and Fox Small Business News. In this captivating conversation, Jim delves into one of his most recent books and keynote presentation Create Unforgettable Experiences and Turn Customers into Fans, which ranked among Amazon’s #1 Best Sellers list. He also offers a plethora of insights that are vital for any service industry leader aspiring to elevate their customer service game to new heights of excellence.

Show Notes

(1:12) Introduction to Jim Knight

(5:56) The Importance of Being Customer Obsessed

(9:00) Practical Tips for Personalizing Customer Service

(12:15) Turning Moments from Mediocre to Amazing

(17:35) Occupying a Customer’s Mental Shelf Space

(23:37) Success Stories of Companies' Raving Fans

(29:22) Obtaining a Permanent Spot in the Client’s Mind

(36:54) Actionable Ways to Make a Bigger Impact on Customers

(43:52) Closing Question

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Jim Knight

Knight Speaker

Quotes

“I think if you can personalize it, and I would go even farther to say if you could truly customize and individualize the [customer] experience...not that you have to go completely over the top, but I do think when you can make somebody feel seen and heard, you got them. You got them for a little bit longer. I don’t know how long you bought them, but you just got them a whole lot longer than if it was just transactional. That’s absolutely not good enough. You’ve got to make it about them.” - Jim Knight, (9:07)

“If there’s a way for you to focus exclusively on the team members, you get them to have a positive experience and you love on them, they’re going to keep showing up. They’re going to be engaged. You will create an army of giants who will then parlay up to the top to take care of the guests.” - Jim Knight, (16:31)

“I think it’s a combination of what you’re saying and what you’re doing that ultimately gets to that emotional connection. I think if you get ensconced into their mental shelf space, you’ve avoided that mediocrity. And maybe the bar really is so low that if you did a little bit more than what they were expecting, I think you’re going to win. And I think companies who focus on this will leapfrog their competitors.” - Jim Knight, (29:47)

“Immediate stuff that you can start doing right now is hire awesome people, do these fundamentals, but then at the back end, the very last one, you’ve got to go over the top when it comes to service recovery.” - Jim Knight, (39:08)

“I talk a lot about organizational cultures and a part of that is service. I’m a firm believer that, regardless of your position, I think a single person with great ideas can start a revolution. That’s how countries are overthrown. That’s how philanthropic organizations get started. That’s how company cultures get amped up. I think everybody who’s listening or watching right now, regardless of their role, can start coming to the party, giving some really good ideas, and thinking creatively.” - Jim Knight, (42:32)

Summary

On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. In this insightful episode, Shawn and Jim unravel the complexities of leadership and explore the potential pitfalls of micromanagement, even when things appear to be running smoothly. Additionally, they discuss the warning signs that leaders must be vigilant about while discovering how to find that sweet spot between guidance and independence that leads to more effective and empowered teams. Don't miss this candid conversation on leadership in the service industry, where success hinges on mastering this fine-line!

Show Notes

(2:23) Defining Micromanagement and Why It Occurs

(5:51) When Micromanagement Is Beneficial

(12:45) Motivating Disengaged Employees

(14:10) The Importance of Self Reflection in Leadership

(20:27) Mentorship in the Service Industry

(23:44) Providing Guidance without Limiting Creativity

(25:37) Encouraging a Mentorship Approach in Leaders

(34:08) Closing Question

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Quotes

“Micromanaging is one of two things. Lack of trust. If you don’t trust somebody, you’re going to grind them if you have to. If you have a team that’s not following the basics, the little things, then you have to find a way to get back to those. Because once you lose those things, then you’re going to lose your ability to accomplish the big things…The other part is you have to train. If you don’t train well, then you get into this micro management of small systems and processes. So it’s related to planning, organizing, and execution.” - Jim Robinson, (4:05)

“I would never squash that creativity in areas of weakness unless people embrace their weakness. Unless they do that, everything else is a threat. And the balance is when you get to that level of threat, what does that look like for them…Typically by going back to the fundamentals, I’ll go straight to the basics. Here’s what we do. Here’s why we do it. And then they usually process that.” - Jim Robinson, (24:22)

“If you have the humble, hungry, and smart concept right, if you have the humility, I guarantee you the growth happens fast. It’s when that ego shows up and the humility is not present because I’m the best there is, that mentality stifles growth. It’s the ones that think they’re amazing that never get there. In those humble moments when they could grow, they stifle it by saying you're the problem.” - Jim Robinson, (32:15)

Summary

On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. In this thought-provoking episode, Jim and Shawn explore the intricate dynamics of leadership, particularly the perils of overpromising, underdelivering, and the relentless pursuit of excellence. They delve deep into the precarious balance leaders must maintain to foster business growth while managing their responsibilities effectively.

Show Notes

(1:49) Pursuing Growth While Balancing Responsibilities

(6:12) Finding the Right Client

(16:24) The Dangers of Under Delivering

(19:14) Delegating to Accomplish Deliverables

(22:33) Turning Visions into Reality

(25:19) Encouraging Togetherness with a Defined Mission

(29:01) Closing Thoughts

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Quotes

“I can tell you unequivocally, businesses will be gone in about twelve months, probably shorter, if they stop pursuing. They have to keep pursuing…And it’s the old proverbial tree. They either die or they grow, and you water them, feed them, nurture them, support them, shore them up, do what you have to do, but you don’t get to stop growing. You have to continually pursue that.” - Jim Robinson, (2:16)

“Driven people find happiness in being driven. And if you’re cutting yourself short in your career because you’re pulling back the reins on what your true capabilities are, there’s something else going on there. You’re not truly living in your space or where you should be.” - Jim Robinson, (19:57)

“Your capacity is what you can envision, right? And if you have a vision of it, it means it’s achievable. Its people are not applying themselves to get to those capabilities…The individual has to have the responsibility of pursuing it to get it handled because if you have a vision of that, it means it’s a reality.” - Jim Robinson, (22:36)

Summary

Join hosts Shawn Black and Jim Robinson as they explore the essentials of content marketing, advanced strategies like account-based marketing (ABM) and artificial intelligence (AI), and the transformative power of workshops. In this enlightening episode, special guest and marketing guru Sarah Noel Block expands on the art of content marketing in the B2B realm and unearths actionable insights that will elevate your B2B content marketing game.

Show Notes

(1:54) Introduction to Sarah Noel Block

(3:04) An Explanation of B2B Marketing

(8:57) Types of Highly Effective Content

(11:50) Approaching Companies Not Focused on Marketing

(16:43) About Account-Based Marketing

(20:08) How Modern Marketing Is Utilizing AI

(26:10) Strategies for Implementing ABM and AI

(28:45) Closing Thoughts

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Sarah Noel Block

Tiny Marketing

Quotes

“It’s all about the value. Are you actually understanding who your customer is, what their challenges are, what their triggers are that gets them to start looking for a solution in the first place? And then preemptively building content around that.” - Sarah Noel Block, (4:11)

“The biggest transformation [the client] gets is that they get on the same page. What is their value proposition? That session brings everyone together and they finally see that they are saying the same thing, they are just saying it differently.” - Sarah Noel Block, (23:50)

“[Video] is great for service based businesses because they are essentially buying a person, they are buying their expertise. They have to work with that person, so they have to know them and they have to like them and want to spend time with them. So bringing in your customer-facing people, your subject matter experts that are already in your company, and having them be the content creators for your business is huge and it really cuts down the sales cycle.” - Sarah Noel Block, (9:24)

Summary

In this episode of Service Evolution, host Shawn Black and resident expert Jim Robinson delve into the intriguing topic of Virtue Signaling in the service industry. They define and demystify virtue signaling, explore its implications, and provide guidance on recognizing and avoiding this potential pitfall. The discussion highlights the importance of authenticity in actions and communications. In the second segment, they shift the focus to navigating authenticity, offering real-world examples and practical strategies for service businesses to authentically support causes, while also emphasizing the critical role of leadership in promoting authenticity. The episode concludes with a reminder that authenticity is the bedrock of trust in the service industry, leaving listeners with valuable insights to apply in their professional journeys.

Show Notes

(2:10) Defining Virtue Signaling

(3:46) The Consequences of Virtue Signaling

(9:02) AI’s impact on Virtue Signaling

(12:36) Recognizing Virtue Signaling

(14:25) Virtue Signaling as a Result of Being Misaligned

(17:09) Defining and Maintaining Authenticity

(24:24) Showing Support without Virtue Signaling

(31:48) Promoting Authenticity as a Leader through Core Values

(37:07) Closing Thoughts

Links

Shawn Black

Jim Robinson

CGP Maintenance and Construction

Quotes

“Virtue signaling is saying one thing or representing one thing and doing something completely different. It's being morally or ethically misaligned with what you're stating or representing. But in the service industry, what does that mean? They say they want one thing, but they actually need something else, and they're actually trying to get somewhere else, but they're stating it differently. So you really have to read deeper into what's stated or posted or talked about. Dig deeper. What is the true need?” - Jim Robinson, (2:12)

“You don’t have to broadcast [who or what you’re supporting]. It is a very kind gesture to actively post who you’re supporting without saying it.” - Jim Robinson, (24:24)

“So authenticity is so imperative. There's a healing in that when you become truly authentic to who you are, you don't go to sleep in pain, you go to sleep to rest because your body needs it, because it's physically and mentally exhausted from serving other people, because you're authentic to who you are.” - Jim Robinson, (27:18)