The Production Playbook with Matt Miale

What turns good customer service into an experience people actually remember and talk about? Brad Dick believes it comes down to intentionality, empathy, consistency, and recognizing the small moments that matter most.

In Episode 37, Matt Miale sits down with Brad Dick, customer experience expert and founder of Service Obsessions, to explore how businesses can create stronger relationships without simply doing more. Drawing on more than 20 years in medical IT and customer service leadership, Brad shares how companies can identify the emotional moments in a customer's journey, create meaningful “micro moments,” and consistently deliver an experience that generates referrals and loyalty.

In this episode:
• Why customer service is what you do, but customer experience is how you do it
• Creating intentional “micro moments” instead of relying on generic gifts
• Why empathy is so important when customers are frustrated or overwhelmed
• How to define and consistently deliver the experience you want customers to have
• Simple language like “Here’s what happens next” and “I have time and I want to” that can change a customer interaction

CONNECT WITH BRAD DICK

Website:
https://serviceobsessions.com/

THE MIALE TEAM

Search Homes:
https://themialeteam.com

Instagram:
https://bit.ly/miale-instagram

YouTube:
https://bit.ly/miale-youtube

Apple Podcasts:
https://apple.co/4jJX2gL

Spotify:
https://bit.ly/miale-spotifypod

What separates people who keep growing from those who get stuck? Ryan Hawk believes it comes down to embracing friction, staying curious, seeking feedback, and consistently taking action—even when it’s uncomfortable.

In Episode 36, Matt Miale sits down with Ryan Hawk, host of The Learning Leader Show and author of The Price of Becoming. Ryan shares lessons from his journey as a college quarterback, sales professional, podcast host, author, speaker, and leadership advisor—including losing his starting quarterback job, making 60 cold calls a day, and learning from hundreds of high-performing leaders. His message: the difficult moments aren’t always setbacks. Sometimes they’re your advantage.

In this episode:
• Why Ryan believes we should run toward friction instead of avoiding it
• The “Advantage Us” mindset for turning adversity into opportunity
• Why great leaders are truth tellers and seek constant feedback
• What Ryan has learned from studying people with sustained excellence
• Three end-of-day questions that can compound into meaningful growth

CONNECT WITH RYAN HAWK

Website:
https://learningleader.com/

Instagram:
https://www.instagram.com/ryanhawk12/

THE MIALE TEAM

Search Homes:
https://themialeteam.com

Instagram:
https://bit.ly/miale-instagram

YouTube:
https://bit.ly/miale-youtube

Apple Podcasts:
https://apple.co/4jJX2gL

Spotify:
https://bit.ly/miale-spotifypod

What separates the people who succeed from the people who don’t? Shelby Ryburn believes there are three things you simply can’t teach: work ethic, desire, and drive.

Matt Miale sits down with Shelby to unpack a career that has taken her from property management and Northwestern Mutual to recruiting, coaching, Keller Williams leadership, and eventually building More Real Estate Group with her partners in California.

They talk about why action often creates motivation, learning to recognize your own patterns when things get hard, surrounding yourself with people who will call you out when you retreat, and why success gets a whole lot easier when you stop trying to do hard things alone.

Plus, Shelby breaks down the simple daily math her team uses to define a successful day and why being truthful about your activity is essential if you actually want to improve.

Connect with Shelby:

Instagram: @shelbyryburn
More Real Estate Group: https://www.themorerealestategroup.com/agent-profile/shelby-ryburn
LinkedIn: https://www.linkedin.com/in/shelbyryburn/

#Leadership #PersonalDevelopment #RealEstate #TheProductionPlaybook

What if the habits holding you back aren’t really about discipline—but about identity?

In this episode of The Production Playbook, Matt Miale sits down with Adam Avenus, founder of Avenus Consulting, for a deep conversation about identity, subconscious beliefs, habits, environment, and becoming the person capable of creating the results you want.

Adam shares how he went from struggling to pay rent as a young real estate agent to selling more than $100 million in real estate—and how changing the story he was telling himself played a major role in that transformation.

In this episode, we cover:
• Why working harder doesn’t always produce better results
• How identity and subconscious beliefs shape your habits
• Why habits are an expression of who you believe you are
• How the stories you tell yourself affect your business
• Breaking negative thought patterns in real time
• Why willpower alone rarely creates lasting change
• How your environment can reinforce—or reshape—your identity
• The importance of getting into the right rooms
• Why working on yourself can ultimately be an act of service to others

Adam Avenus Links
Website: https://www.avenusconsulting.com/
Instagram: @adamavenus

Miale Team Links
Search Homes: https://themialeteam.com
Instagram: https://bit.ly/miale-instagram
YouTube: https://bit.ly/miale-youtube
Apple: https://apple.co/4jJX2gL
Spotify: https://bit.ly/miale-spotifypod

What happens when the plan falls apart? Sometimes you don’t quit—you refocus.

Matt Miale sits down with longtime friend and entrepreneur Phil Benito of CSC Services Hood & Duct for a candid conversation about resilience, failure, rebuilding, leadership, and figuring out what success actually means.

Phil shares the unconventional path that took him from Connecticut to California and back again: moving his young family across the country, helping grow a business division from roughly $330,000 to $1.8 million in 14 months, surviving a serious car accident and lengthy recovery, returning home and starting over, and ultimately helping build a successful company.

But the conversation goes beyond business. After another serious accident landed Phil in the ICU, he began asking a different question: What am I actually doing all of this for?

Matt and Phil talk about why there is no success without failure, why “refocusing and quitting” are two very different things, the importance of showing up, developing other people, creating opportunity, and learning when enough is enough.

In this episode:
• Success, failure and resilience
• Why refocusing isn’t quitting
• Starting over when the plan changes
• Leadership and developing people
• Creating opportunities instead of simply selling
• Building customer loyalty by solving problems
• Time management and personal accountability
• Stepping back and allowing other leaders to step up
• Figuring out what actually makes you happy
• How CSC Services helps residential and commercial customers

Phil Benito / CSC Services Hood & Duct
Website: https://www.cleanmyducts.com/
Facebook: https://www.facebook.com/cschoodandduct
Phone: 860-289-5100

Miale Team Links
Search Homes: https://themialeteam.com
Instagram: https://bit.ly/miale-instagram
YouTube: https://bit.ly/miale-youtube
Apple: https://apple.co/4jJX2gL
Spotify: https://bit.ly/miale-spotifypod

What if the biggest barrier to success isn't external, but internal?

Matt Miale welcomes licensed therapist and entrepreneur Ashley Chambrello for a thoughtful conversation on mental health, entrepreneurship, identity, self-sabotage, and the importance of doing the inner work required for lasting success.

Ashley shares practical strategies for managing anxiety, building resilience, reframing negative thought patterns, and understanding why personal growth is often the foundation for professional growth.

Whether you're an entrepreneur, leader, or simply someone striving to become your best self, this episode offers valuable lessons that extend far beyond business.

Connect with Ashley Chambrello

Website:
https://tgcct.com/

Instagram:
https://www.instagram.com/yourbsptherapist/

Facebook:
https://www.facebook.com/TheGrowthChapterCT

Connect with The Miale Team

🏡 Search Connecticut Homes:
https://www.themialeteam.com

📸 Instagram:
https://www.instagram.com/themialeteam

▶️ YouTube:
https://www.youtube.com/@TheMialeTeam

🎧 Apple Podcasts:
https://podcasts.apple.com/us/podcast/the-production-playbook-with-matt-miale/id1805112624

🎧 Spotify:
https://open.spotify.com/show/0laieWa6Q5QjQz1BNmi8Px

Vanessa Pollock has helped build a billion-dollar real estate business, but her definition of success reaches far beyond sales volume.

Vanessa joins Matt Miale to share the deeply personal journey behind Pollock Properties Group and the Care Serve Give movement. She discusses her early career as a professional dancer, moving to New York City with almost nothing, working in restaurants, entering real estate, confronting burnout, and making the decision to become sober.

That personal transformation ultimately helped Vanessa create a business rooted in three principles: care, service, and generosity.

She explains how those principles guide the way she approaches herself, her family, her team, her clients, and her community. She also shares how her team intentionally uses marketing, client appreciation, charitable giving, and community initiatives to create a lasting impact.

Vanessa is now bringing that model to other business owners through the Care Serve Give business community and foundation, which will make it easier for organizations to launch charitable initiatives without handling the full administrative burden of operating a nonprofit.

This episode explores:

• Why external success cannot replace internal alignment• The connection between self-care and leadership• How Vanessa built a business without relying on cold calling• Why team leverage creates freedom• How purpose can drive production• The Care Serve Give 1-3-5 business framework• Why generosity should be intentional, measurable, and authentic• How businesses can become positive forces in their communities

Learn more about Vanessa:

Pollock Properties Group: https://www.pollockpropertiesgroup.com/

Vanessa Pollock Training: https://www.vanessapollocktraining.com/

Care Serve Give: https://www.careservegive.com/

Miale Team Links

Search Homes: https://themialeteam.com
Instagram: https://bit.ly/miale-instagram
YouTube: https://bit.ly/miale-youtube
Apple: https://apple.co/4jJX2gL
Spotify: https://bit.ly/miale-spotifypod

Matt Miale welcomes John Krause of Starvox Capital for a deeply personal conversation about resilience, faith, family, business, and purpose.

John shares his journey through multiple battles with leukemia, how his mindset and faith shaped his recovery, and why he created the Team John Foundation to support people who fall into sudden crisis.

Matt and John also discuss Starvox Capital, real estate investing, commercial lending, fix-and-flip financing, and how agents can better support investor clients.

John Krause Links
Starvox Capital: https://starvoxcapital.com/
Instagram: https://www.instagram.com/john.r.krause/
Facebook: https://www.facebook.com/TeamJohnCT/

Miale Team Links
Search Homes: https://themialeteam.com
Instagram: https://bit.ly/miale-instagram
YouTube: https://bit.ly/miale-youtube
Apple: https://apple.co/4jJX2gL
Spotify: https://bit.ly/miale-spotifypod

In this episode of The Production Playbook with Matt Miale Leadership & Personal Development Series, Matt sits down with Michael Martinetti to discuss entrepreneurship, leadership, personal growth, and the decisions that shape long-term success.

From building a candy business as a teenager to investing in multifamily real estate, leaving a secure teaching career, and growing a high-performing real estate team, Michael shares the lessons that helped him create success while staying focused on purpose, growth, and helping others succeed.

The conversation covers leadership, coaching, team building, wealth creation, and why understanding people is one of the most important skills a leader can develop.

Michael Martinetti LinksWebsite: https://michaelmartinettigroup.com/Instagram: https://www.instagram.com/michaelmartinettigroup/Facebook: https://www.facebook.com/MichaelMartinettiGroup/YouTube: https://www.youtube.com/@michaelmartinettigroup

Miale Team Links
Search Homes: https://themialeteam.com
Instagram: https://bit.ly/miale-instagram
YouTube: https://bit.ly/miale-youtube
Apple: https://apple.co/4jJX2gL
Spotify: https://bit.ly/miale-spotifypod
Facebook: https://www.facebook.com/MialeTeam

Matt Miale sits down with Jason Perrone for a powerful conversation on creativity, networking, resilience, gratitude, and building a life rooted in people and purpose.

Jason shares lessons from commercial construction, business development, cancer, divorce, rebuilding, and learning how to ask for help while continuing to show up for others.

Topics include:• Becoming memorable in business• Leading with creativity• Building real relationships• Asking for help• Gratitude through hard seasons• Showing up consistently

Jason Perrone / NDC Corp Links:Website: NDC CorpInstagram: @jmperrone26Facebook: NDC Corp Facebook

Miale Team Links:
Search Homes: https://themialeteam.com
Instagram: https://bit.ly/miale-instagram
YouTube: https://bit.ly/miale-youtube
Apple: https://apple.co/4jJX2gL
Spotify: https://bit.ly/miale-spotifypod