Service Evolution

Summary

In this episode of Service Evolution, Shawn Black and Jim Robinson are joined by Joshua Witte, the Director of ESG Sustainability and Energy at Dollar Tree. The interview explores Dollar Tree's ESG (Environmental, Social, and Governance) program and its progress over the past three years. Joshua shares that Dollar Tree has set ambitious goals to achieve net zero emissions by 2050 through the implementation of various initiatives to reduce waste and improve energy efficiency. 

Additionally, Shawn, Jim, and Joshua discuss the importance of incremental changes and getting vendors to buy into sustainability efforts with the conversation touching on the challenges of sustainability regulations in different countries. This approach highlights the need for companies to measure and reduce their carbon footprint, engage with stakeholders, and align with sustainability goals, emphasizing the importance of starting with low-hanging fruit and gradually building upon it.

Moreover, the conversation analyzes the importance of implementing an ESG program and the challenges and benefits associated with it, calling to the financial savings and operational efficiencies that can be achieved through sustainability initiatives. Lastly, Joshua shares his experiences and lessons learned from implementing an ESG program and provides advice for companies looking to start their own. Overall, this episode emphasizes the urgency and opportunity for companies to take action and make a positive impact on the environment and society.

Show Notes

(00:00) Introduction and Catching Up

(02:48) Progress and Goals

(06:08) Implementing Initiatives

(09:19) The Power of Incremental Changes

(11:13) Engaging Vendors in Sustainability

(14:52) Challenges of Waste Reduction

(19:07) Tangible vs Digital

(21:04) Navigating Sustainability Regulations

(25:06) Engaging Stakeholders for ESG Success

(28:35) Starting with Low-Hanging Fruit: A Gradual Approach to Sustainability

(32:52) Advice for Companies Starting Their Own ESG Program

Links

Shawn Black

Jim Robinson 

CGP Maintenance and Construction

Joshua Witte

Dollar Tree

Summary

In this episode of Service Evolution, Shawn Black and Jim Robinson dive deep into the service industry's current economic challenges, offering a wealth of advice for business leaders navigating recessionary fears. The conversation spans several critical topics, including customer retention, revenue diversification, and cost management, stressing the importance of understanding financial realities in business. 

Shawn and Jim both additionally emphasize the necessity of having a clear plan and staying organized to steer through turbulent times effectively, discussing how providing exceptional value to clients and setting prices based on deliverables and perceived quality can help businesses maintain their footing. This approach is particularly crucial in ensuring that businesses do not fall into the trap of competing solely on price, which can erode value and quality. 

Also highlighted is the transformative role of technology in the service industry. By leveraging new tech tools, businesses can enhance efficiency and speed, meeting the evolving demands of their customers. However, they caution that integrating new technologies should be done judiciously to ensure cost-effectiveness. Both hosts bring home the point that the right blend of authenticity, creativity, and leadership support is vital to fostering an evolving, loyal workforce. Their discussion offers valuable insights and practical advice, inviting leaders to stay proactive and resilient.

Show Notes

(00:00) Introduction and Overview

(04:36) Cost Management: Trimming Fat Without Losing Quality

(11:31) The Role of Technology in the Service Industry

(16:11) Revenue Diversification: Adding Value to Clients

(20:21) Customer Retention and Loyalty in the Service Industry

(22:09) Avoiding Fear-Based News and Focusing on Growth

Links

Shawn Black

Jim Robinson 

CGP Maintenance and Construction

Summary

Join us for this episode of Service Evolution as hosts Shawn Black and Jim Robinson discuss team dynamics and managing the team during tough times. They explore the signs of underperforming or distrustful employees and the importance of addressing these issues. Furthermore, they analyze the need for continuous growth and the challenges of managing through shifts and changes, emphasizing the importance of a positive culture, ongoing support systems, and resilience training to maintain a healthy work environment.

Shawn and Jim delve into understanding shifts and changes within the workforce, discussing employees they term "tractors" who are methodical and consistent, and "non-tractors" who experience highs and lows which may affect overall morale. They also touch on the impact of detachment and disconnection on employee performance, stressing that ongoing support and training are essential in maintaining resilience in the workforce.

Jim underscores the necessity of addressing employees who hinder the business's progress. He remarks that leaders and managers are in the "fixing business" and should view these challenges as opportunities for growth. Effective communication, emotional maturity, and setting clear action items and accountability are highlighted as crucial steps in resolving internal issues among employees.

Both Jim and Shawn shed light on personal challenges impacting business operations, discussing the importance of coaching and training employees to navigate these difficulties. The conversation extends to the external influences on employee performance, emphasizing an entrepreneurial mindset to propel the company forward. Overall, the episode highlights the significance of effective leadership and the profound impact it has on the success of a business.

Show Notes

(0:00) Introduction and Rushing the Content

(4:00) Recognizing and Addressing Underperforming Employees

(6:25) Managing Team Dynamics during Shifts

(10:46) Creating a Positive Culture and Supportive Environment

(12:36) In Sickness and in Health: Managing Employee Illness

(17:19) The Role of Leadership in Minimizing Fallout

(20:51) Minimizing Impact through Continuous Growth and Learning

(25:22) Building Resilience in the Workplace

(27:31) The Real Impact on Business

Links

Shawn Black

Jim Robinson 

CGP Maintenance and Construction

Summary

Join us for this episode of Service Evolution as hosts Shawn Black and Jim Robinson delve into the intricate world of team dynamics and effective leadership. Jim starts off by describing the dire consequences of a weak link in a chain, emphasizing the necessity of identifying and addressing weaknesses within a team to prevent potential failures. This analogy sets the stage for a broader discussion on the importance of understanding and strengthening the "chain" in a business context, which requires consistent engagement, clear communication, and well-defined meeting agendas.

Additionally, Jim and Shawn expand on the importance of balancing team performance in the workplace, exploring the concept of a balanced team dynamic and how it involves all departments working together in unison. They also discuss how imbalance can affect the overall performance of the company, touching on the role of leadership in sustaining high performance and the importance of training and professional development programs.

Throughout the episode, Shawn and Jim highlight that effective team management becomes challenging when team sizes exceed eight to twelve members, necessitating the creation of smaller units. More manageable teams allow organizations to maintain high performance through forward-thinking, addressing both good and bad habits, and being disruptors who reassess ongoing processes. Furthermore, they underline the importance of loyalty among employees and the need for leaders to inspire while implementers execute. With growth inevitably comes challenges, heightening the importance of the 80/20 rule for delegating tasks, ensuring leaders can focus on critical responsibilities, and sharing practical strategies for sustainable high performance.

Show Notes

(0:00) Introduction

(2:01) Creating a Balanced Team Dynamic

(4:35) Identifying and Addressing Weak Links in the Chain

(9:26) Fostering a Culture of Continuous Learning and Growth

(13:03) The Role of Leadership in Sustaining High Performance

(26:06) Maintaining High Performance

(33:58) The Role of Leadership in Sustaining High Performance

(36:35) Conclusion

Links

Shawn Black

Jim Robinson 

CGP Maintenance and Construction

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)