Fm Evolution

SummaryJoin host Shawn Black on Service Evolution as he engages in a dynamic conversation with business strategist and service industry veteran, Jim Robinson. Shawn and Jim delve into the nuances of team performance across various levels—high, middle, and low—within the service industry. Additionally, they explore what distinguishes these performance tiers, the unique challenges of each, and how leaders can effectively guide their teams through these varied levels to enhance productivity and engagement.Through candid anecdotes and insightful discussions, the duo unpacks strategies for identifying potential in underperforming staff, the importance of structured training, and the role of leadership in fostering a culture of high achievement. They also tackle the topic of managing high performers, addressing both the rewards and complexities they bring to an organization.Whether you're a manager seeking to refine your leadership skills or an employee aiming to navigate the corporate ladder, this episode offers v

SummaryJoin hosts Shawn Black and Jim Robinson for an enlightening discussion on the critical role of social and emotional intelligence in the service industry. In this episode, they dive deep into the interplay of these vital skills and how they shape interactions and leadership within service-oriented businesses. Shawn, with his dynamic background in company development, and Jim, bringing his straightforward insights, explore how understanding and harnessing these aspects of intelligence can lead to more effective and empathetic leadership and service delivery. In our increasingly digital world, where remote work and Zoom interactions often leave us feeling disconnected, Shawn and Jim discuss the challenges and solutions to maintaining and enhancing essential skills like self-awareness and empathy to drive the overall success of service-oriented businesses. They'll also talk about the unique pressures and cultural considerations that affect how different roles within a company—from field technicians to exec

SummaryIn this engaging and informative episode of the Service Evolution Podcast, Shawn Black co-hosts a dynamic discussion on the art of attracting top talent and mastering talent magnetism with Jim Robinson and special guest Clifton Savage. Clifton, founder and CEO of Service Leaders Society, has fifteen years of experience and a deep understanding of the contracting and manufacturing world. This episode dives deep into the crucial aspects of creating a workplace environment that attracts and retains the best in the industry.Listeners will gain invaluable insights into creating effective systems for recruitment, the importance of company culture, and the pivotal role of leadership in shaping a company's success. Clifton shares practical strategies for nurturing talent through tailored professional development, emphasizing the need for companies to adapt and evolve to meet their employees' unique needs and aspirations.Whether you're a CEO, HR professional, or team leader, this podcast offers a wealth of know

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

SummaryIn this episode of Service Evolution, Shawn Black and Jim Robinson explore the transformative landscape of customer service and leadership in 2024. They discuss the nuanced challenges of maintaining company culture in a remote work environment and the necessity of clarity in communication and face-to-face interactions. Additionally, they explore the shift toward automated services, sparking the balance between AI implementation and understanding customer needs. Lastly, Jim and Shawn highlight the significance of utilizing data to improve customer support strategies while emphasizing the need for urgent and versatile service channels.Show Notes(0:00) Introduction and Topic Overview(1:10) AI and Automation in Customer Service(3:28) Impact of AI on Jobs and the Future(6:13) Ensuring AI Enhances Customer Service(8:34) The Rise of Ghost Kitchens(9:49) Challenges of Opportunities of Remote Work(12:48) Maintaining Company Culture in Remote Work(19:20) The Growing Need for Real-Time Customer Support(23:31) Uti

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

SummaryOn this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. In this insightful episode, Shawn and Jim unravel the complexities of leadership and explore the potential pitfalls of micromanagement, even when things appear to be running smoothly. Additionally, they discuss the warning signs that leaders must be vigilant about while discovering how to find that sweet spot between guidance and independence that leads to more effective and empowered teams. Don't miss this candid conversation on leadership in the service industry, where success hinges on mastering this fine-line!Show Notes(2:23) Defining Micromanagement and Why It Occurs(5:51) When Micromanagement Is Beneficial(12:45) Motivating Disengaged Employees(14:10) The Importance of Self Reflection in Leadership(20:27) Mentorship in the Service Industry(23:44) Providing Guidance

SummaryOn this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. In this thought-provoking episode, Jim and Shawn explore the intricate dynamics of leadership, particularly the perils of overpromising, underdelivering, and the relentless pursuit of excellence. They delve deep into the precarious balance leaders must maintain to foster business growth while managing their responsibilities effectively. Show Notes(1:49) Pursuing Growth While Balancing Responsibilities(6:12) Finding the Right Client(16:24) The Dangers of Under Delivering(19:14) Delegating to Accomplish Deliverables(22:33) Turning Visions into Reality(25:19) Encouraging Togetherness with a Defined Mission(29:01) Closing Thoughts LinksShawn BlackJim Robinson CGP Maintenance and ConstructionQuotes“I can tell you unequivocally, businesses will be gone in about twelve months, p

SummaryJoin hosts Shawn Black and Jim Robinson as they explore the essentials of content marketing, advanced strategies like account-based marketing (ABM) and artificial intelligence (AI), and the transformative power of workshops. In this enlightening episode, special guest and marketing guru Sarah Noel Block expands on the art of content marketing in the B2B realm and unearths actionable insights that will elevate your B2B content marketing game.Show Notes(1:54) Introduction to Sarah Noel Block(3:04) An Explanation of B2B Marketing(8:57) Types of Highly Effective Content(11:50) Approaching Companies Not Focused on Marketing(16:43) About Account-Based Marketing(20:08) How Modern Marketing Is Utilizing AI(26:10) Strategies for Implementing ABM and AI(28:45) Closing ThoughtsLinksShawn BlackJim Robinson CGP Maintenance and ConstructionSarah Noel BlockTiny MarketingQuotes“It’s all about the value. Are you actually understanding who your customer is, what their challenges are, what their triggers are that gets th

SummaryIn this episode of Service Evolution, host Shawn Black and resident expert Jim Robinson delve into the intriguing topic of Virtue Signaling in the service industry. They define and demystify virtue signaling, explore its implications, and provide guidance on recognizing and avoiding this potential pitfall. The discussion highlights the importance of authenticity in actions and communications. In the second segment, they shift the focus to navigating authenticity, offering real-world examples and practical strategies for service businesses to authentically support causes, while also emphasizing the critical role of leadership in promoting authenticity. The episode concludes with a reminder that authenticity is the bedrock of trust in the service industry, leaving listeners with valuable insights to apply in their professional journeys.Show Notes(2:10) Defining Virtue Signaling(3:46) The Consequences of Virtue Signaling(9:02) AI’s impact on Virtue Signaling(12:36) Recognizing Virtue Signaling(14:25) Virt

SummaryOn this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit organization. Shawn and Jim have an insightful conversation on today’s evolving marketing landscape and how businesses can stand out in an increasingly overcrowded marketplace. They discuss the transformations sweeping throughout the marketing world, including an estimated forty-percent increase in marketing messages last year alone. They also consider audience engagement and its undeniable significance in today’s digital realm before providing a few strategies and tactics for increasing engagement with your target audience.Show Notes(1:00) The Evolving Marketing Landscape(6:43) Adding Value through Authenticity(10:49) Using Storytelling to Engage Your Audience(14:00) Authenticity in Messaging(21:57) Leveraging User-Generated Content (27:29) Using Data-Driven Insights to Engage Your Au

SummaryOn this episode of Service Evolution, hosts Shawn Black and Jim Robinson continue their insightful conversation on success in the service industry with the incredible Ria Story, a leading speaker, author, coach, and podcast host. In Ria’s most recent book, The Ladder of Influence, the author provides a powerfully simple five-step framework that will help you realize practical steps you can take to increase your influence and become a more effective leader. Throughout the episode, Shawn, Jim, and Ria discuss how The Ladder of Influence can be your secret weapon in navigating the complexities of human interaction, fostering meaningful connections, and excelling in leadership roles. Ria shares real-life stories and actionable tips for boosting your influence and building trust in both your personal and professional life. Show Notes(1:27) Introducing Ria Story(3:21) The Ladder of Influence(10:56) Using the Ladder of Influence to Make a Positive Impact(14:08) Determining Your Level of Influence(18:59) Forgi

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 Ai

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 the

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

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 f

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 persistenc

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 Purp

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 a

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 L