As the author of “Thanks for coming in today”, Charles Ryan Minton, is nearly as famous in the customer service industry as the hotels he’s headed up. He’s built a career in leadership of many of the world’s most loved hotel brands, including the famed Westin (owned by Marriott Bonvoy). On any given day, employees know that they’ll find Charles taking a long walk around the hotel listening to his employees and guests. In this episode, Ryan shares his best tips on how he empowers his frontline staff and a very personal story behind the name of his book.

Sign up to frontlinemagic.org to watch the full video interview with Ryan.

For Lucy Gain and her sister Amelia, purchasing a large 5-star hotel in their early twenties wasn’t quite in their plan… until it was! Since then Lucy has had a successful career in the hospitality industry and in this episode, Lucy shares some gold nuggets from what you can do to create a 5-star experience.

This podcast is brought to you by AskNicely and FrontlineMagic.org online community, helping you create a great customer experience at the frontline.

Ever thought about building a career around saving people from bugs, ants, bats and rats? We didn’t think so - but you only have to spend 30 seconds on Edge’s website to know that this company takes a radically different approach to what they do. Their entire front page is dedicated to the ‘9 factors that will determine the quality of your experience with a pest control company’. That’s right - not what they do; but how they do it. And as passionate as Edge is about providing great service - they’re even more passionate about the people delivering it.

When we caught up with Mitch Smith, Edge’s Chief Operation Officer, he had some heart-warming (and paradigm shifting) nuggets of wisdom to share about what he’s learnt over 35 years of frontline service.

Welcome to another episode of Frontline Magic Podcast.

In this episode we are talking to Adrian Swinscoe he is a teacher, economist, manager of businesses and leader of teams and has worked with some of the best know CX companies like Apple, Costa Coffee, Tui and many more.

He is also the author of the book Punk CX. 

What he advocates for the most is simplicity and human connection in CX. 


CX is hard work – every day, and it takes courage to stand up to the overly technical, codified, specialized and functionalized – but your customers are looking for a kick-ass gig. With a punk CX attitude, your frontline teams will be ready to put on a show.

We caught up with him about what harnessing our inner punk to transform customer experience might look like…

Sign up to frontlinemagic.org to learn more and get limited access to content that helps you bring out the best in your frontline team.

Cleancorp says it themselves - hiring a commercial cleaner is a bit like buying insurance or visiting the dentist – vital, but painful. So how do you engage staff and customers alike to build a culture of pride and self-leadership and make those who are often working unsociable hours feel seen and valued?

Lisa Mcqueen, CEO of Cleancorp shares her personal stories and magic tricks on how to reveal your frontline magic.

Make sure to subscribe to Frontline Magic Podcast to not miss out. And sign up to frontlinemagic.org to get the full version of the interview along with other tools and insights that helps you create magic at the frontline!

Frontline Magic Podcast is brought to you by AskNicely.

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Frontline Magic Podcast is brought to you by AskNicely.