Summary

In this episode of Service Evolution, host Jim Robinson dives deep into the transformative power of human resources with none other than the three-time MVP award-winning HR powerhouse, Maria Johnson. With her remarkable approach to hiring and fostering a culture rooted in compassion and values, Maria is changing the game in the corporate world.

From the outset, Jim sets the tone by highlighting Maria's exceptional ability to integrate gut instinct with professional insight in hiring practices. Maria's journey into her current role began with meticulous research and an initial interview with the company's CFO, where she felt an immediate connection that resonated with her personal and professional values. This pivotal moment solidified her resolve to join a company that truly values HR as a service-oriented department.

A central theme of the episode is the concept of "second chance hiring"—a practice that Maria champions passionately. Her approach is predicated on the belief that everyone, regardless of their past, deserves an opportunity to rebuild and thrive. This philosophy not only transforms the lives of the individuals hired but also enriches the company's culture by fostering an environment of understanding and compassion.

Additionally, Maria's role goes beyond traditional HR functions; she is a beacon of hope and support for employees. Her ability to connect with people, ask insightful questions, and build rapport quickly has made her an invaluable asset. Her dedication is evident in the stories of employees who, given a second chance, have not only turned their lives around but have also become integral parts of the company’s success.

This episode is a must-listen for anyone in HR or leadership roles. Maria’s story and insights provide a roadmap for creating a more inclusive, supportive, and ultimately successful workplace. Tune in now!

Show Notes

(00:00) Introduction

(03:49) Connecting Virtually with Technology

(06:52) How Empathy Fosters Opportunity and Growth

(10:47) Trusting in Your Gut and Investing in People

(16:11) Identifying Overlooked Service Opportunities

(16:45) Embracing Second-Chance Hiring

(19:23) Closing Thoughts

Links

Jim Robinson 

CGP Maintenance and Construction Services

Maria Johnson

Summary

In this episode of Service Evolution, host Jim Robinson is joined by Lori Prust for part two. Lori is the owner of SOAR Clarity, a company on a mission to help women recognize their worth, live in their strengths, and recognize their blind spots, leading to more joyful and focused lives. SOAR’s vision is to foster a new trend of unconventional women, helping them cultivate self-awareness while empowering them to uplift and support others in their community.

Central to Lori's coaching philosophy is the transformative power of self-awareness. She emphasizes beginning with inner reflection to understand personal motivations and stress triggers—using prevalent tools like the Enneagram framework to decode personality types and guide personal growth. Through weekly sessions, this methodology helps clients discover stress management techniques, develop emotional intelligence, and craft intentional growth plans.

Throughout the episode, Lori discusses the importance of recognizing past experiences to identify personal values and themes that shape one's journey. Additionally, she shares compelling success stories, illustrating how clients have navigated workplace stresses to achieve significant life changes. Faith and service are integral to Lori’s approach, incorporating faith-based elements for those interested. This holistic and personal approach in coaching not only aims to build confident leaders but also cultivates a deeper sense of self-worth and emotional balance.

Show Notes

(00:00) Introduction

(04:21) Understanding How the Enneagram Aids Personal Growth

(07:23) Focusing on Self-Improvement to Achieve Growth

(11:19) How Personality Enhances Leadership Strengths

(17:20) The Introspection and Structure of Lori’s Program

(21:46) Helping Individuals Recognize and Manage Stress

(24:14) About Mentoring and Financial Peace Courses

(26:59) Exploring Personal Growth

(28:20) Closing Thoughts

Links

Jim Robinson 

CGP Maintenance and Construction Services

Lori Prust

SOAR Clarity

Summary

In this episode of Service Evolution, host Jim Robinson is joined by Lori Prust, owner and coach at SOAR Clarity, a company on a mission to help women recognize their worth, live in their strengths, and recognize their blind spots, leading to more joyful and focused lives. SOAR’s vision is to foster a new trend of unconventional women, helping them cultivate self-awareness while empowering them to uplift and support others in their community.

Lori shares her personal story of feeling out of alignment in her corporate job, and credits Jim as one of the catalysts who encouraged her to explore her passion further. With his mentorship and her own introspection, Lori became a life coach certified and eventually left her secure but unsatisfying corporate career. She emphasizes the importance of recognizing and nurturing one's unique strengths and talents.

Furthermore, a unique aspect of Lori’s journey is her collaboration with her daughter, Anna, in building SOAR. This mother-daughter duo combines their strengths to create a synergistic team dedicated to helping others achieve personal and professional growth. They leverage tools like the Enneagram for personal development, ensuring that their clients receive tailored coaching experiences.

Lori also touches on the role of faith in her journey, highlighting how her Christian beliefs guide her approach to coaching and business. She underscores the importance of serving others, whether it's through personal interactions or broader philanthropic efforts, aligning with her mission of giving back. Listen today!

Show Notes

(00:00) Introduction

(01:52) Lori’s Exit from the Corporate World

(04:23) Defining Moments That Encouraged Lori to Coach

(07:30) Navigating New Career Challenges

(9:31) The Role of Faith in the Creation of SOAR Clarity

(14:02) Lori’s Daughter’s Involvement in SOAR

(17:57) Lessons Lori Learned in the Corporate World

(23:49) Encouragement to Transition into Coaching

(24:47) Closing Thoughts

Links

Jim Robinson 

CGP Maintenance and Construction

Lori Prust

SOAR Clarity

Summary

In this episode of Service Evolution, host Jim Robinson explores the dynamic world of facility management, emphasizing the significant role technology has played in transforming the industry. Jim shares his journey in the space, highlighting how the shift from manually handwritten work orders to more sophisticated AI-driven processes has revolutionized efficiency and client satisfaction.

One notable point Jim makes is the need for facility managers to embrace technological changes rather than shunning them. AI, despite its current verbosity and occasional ambiguity, has the potential to enhance operational efficiency. For instance, AI is already being used to generate detailed analytics on equipment life, driving behaviors, and safety measures, which leads to improved performance and cost savings.

Additionally, Jim underscores the importance of continuous learning and adaptation. He shares an inspiring anecdote about Dan Cathy from Chick-fil-A, who would learn a new app daily to stay technologically current. This approach not only helped Cathy stay ahead but also ensured that his team benefited from the latest technological advancements.

In conclusion, Jim's message is clear: facility managers must stay engaged, embrace technology, and continuously adapt to remain competitive. The transition might be challenging, but the long-term benefits, including increased efficiency and staying ahead of client demands, make it worthwhile. Tune in today!

Show Notes

(00:00) Introduction

(04:00) How Technology Has Shifted Client Expectations

(13:05) How AI Improved Safety and Optimized Workdays

(14:05) The Quickly Evolving Nature of Technology

(17:13) Learning New Technology Regularly

Links

Jim Robinson 

CGP Maintenance and Construction

Summary

In this episode of Service Evolution, host Jim Robinson explores the importance of authenticity and integrity in leadership, particularly in the context of hiring and team development. Jim emphasizes selecting team members who not only excel in their roles but also embody genuine service and a commitment to helping others. Additionally, he underscores his leadership style as autonomous, believing that micromanagement stifles creativity and growth. Clarity in expectations, Key Result Areas (KRAs), and Key Performance Indicators (KPIs) are paramount for fostering an environment where team members can thrive and innovate independently.

Jim also discusses the cultivation of leadership skills within the team, pointing out that not everyone aspires to climb the corporate ladder; instead, some aim to excel within their current roles. He stresses the importance of mentorship and targeted training, including the application of Maslow's hierarchy of needs and spiral dynamics theory, to foster deep connections and drive personal and professional growth.

Furthermore, authenticity is a recurring theme in Jim’s strategy for building and maintaining relationships. He champions bringing one's ego and true self to the table to create genuine connections, which he believes are key to successful business relationships. Authentic leaders, he argues, are often philanthropic and visionary, looking beyond immediate results to long-term impacts. The episode concludes with Jim noting the current societal challenge of high demands and low delivery, advocating for aspiring leaders to focus on making their teams the best they can be through inspiration and support.

Show Notes

(00:00) Introduction

(05:16) Philanthropy’s Role in Leadership

(08:28) Authenticity When Building Client Relationships

(11:30) How Compassion Positively Impacts Lives

(15:55) Aspiring Leaders Inspire Improvement

(17:23) Empowering Others to Elevate Everyone

Links

Jim Robinson 

CGP Maintenance and Construction

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