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SummaryIn this episode of Service Evolution, Jim Robinson is joined by Debi Kensell from the Restaurant Facility Management Association (RFMA) to dive deep into the powerful spirit of giving embodied by the RFMA Gives initiative. Debi shares the heartfelt origins of RFMA Gives, spotlighting how the board’s vision in 2010 transformed a traditional member organization into a force for good—dedicated to leaving every host city better than they found it after each annual conference.Throughout the conversation, Debi and Jim recount moving stories from past projects, from supporting addiction recovery centers to uplifting organizations like soup kitchens and community-focused cafes. Debi emphasizes how the program has grown over seventeen years, not just enhancing facilities for those in need but also forging meaningful connections among volunteers, vendors, and restaurateurs. The conversation highlights how competitors within the industry set aside rivalry to work side by side, adding another dimension to the even

SummaryIn this episode of Service Evolution, Jim Robinson sits down with Matt Hackett, Director of Operations at CGP, for an inspiring conversation on leadership, overcoming adversity, and the power of company culture to unlock potential.Matt’s journey is a testament to resilience—rising from teenage homelessness to leadership through a mindset that transforms challenges into opportunities. Throughout the discussion, Matt emphasizes the importance of surrounding yourself with supportive, growth-oriented people and constantly seeking new knowledge. This thirst for learning is matched by CGP’s ongoing investment in employee education, from leadership seminars to hands-on training.The episode explores CGP’s culture, focusing on its four Cs: commitment, courage, capability, and confidence. Employees are encouraged to make decisions, learn from mistakes, and grow together. This culture of autonomy and trust is not just rhetoric—it’s reflected in team promotions from within and mentorship at every level. Additional

SummaryIn this episode of Service Evolution, Jim Robinson and Neil McQuiston discuss the significance of attending industry conferences, focusing on the benefits of networking, building relationships, and the importance of being present and engaged during these events. In today’s fast-paced business environment, industry conferences are more than just a line item on the calendar—they’re a powerful investment in growth, networking, and brand visibility. In this conversation, they share insights from recent conferences, emphasizing the need for clarity in communication, the value of follow-ups, and the importance of professionalism in appearance. The discussion also touches on the necessity of enjoying the experience and making the most of the opportunities presented at these gatherings.Drawing from their recent experiences at shows like SPECS and RIFMA, Jim and Neil highlight how every handshake, elevator pitch, and face-to-face meeting can help ignite new partnerships or strengthen existing ones. Trade shows

SummaryIn this episode of Service Evolution, the discussion centers around balancing innovation with tried-and-true business principles, particularly in an industry where the fundamentals—like construction and maintenance—remain largely unchanged, even as technology revolutionizes efficiency and project management. Jim shares how CGP utilizes cutting-edge scheduling and communication tools to streamline renovations and satisfy stringent client deadlines, illustrating the company’s commitment to leveraging new tech while honoring the craft’s core values.A significant portion of the conversation delves into the importance of client and employee feedback. Jim emphasizes the need for open, candid communication with clients, including regular quarterly business reviews, and how CGP uses the highest expectations from their toughest clients as a company-wide standard to ensure consistent excellence. He also discusses the value of being able to "fire" abusive clients, underscoring the company's confidence in its inte

SummaryIn this episode of Service Evolution, host Jim Robinson steps into the guest seat for a deep dive interview led by producer Bryan Fittin. With over forty years of experience in the construction and maintenance industry, Jim shares his remarkable journey from fixing lawnmowers as a kid to owning and leading CGP Maintenance and Construction Services. He reveals how a childhood vision of becoming a CEO set him on a path of entrepreneurship, eventually building a company renowned for its consistent client relationships, innovation, and strong core values.Jim discusses the early challenges, resourcefulness, and milestones that have shaped CGP, from starting with handwritten invoices and losing money in its first year to growing into a twenty-five-million dollar company. Throughout the conversation, Jim emphasizes the importance of meeting both the needs and wants of clients—going beyond simply fixing things to making clients look good and feel valued.Listeners get a behind-the-scenes look at the company’s c

SummaryIn this episode of Service Evolution, host Jim Robinson discusses the importance of building strong vendor relationships and how to maximize these partnerships for better service and pricing. He emphasizes the need for clarity in communication when selecting facility service providers. By being crystal clear about your needs and expectations upfront, you can better assess whether a vendor can meet your demands and create a strong alignment. Jim provides examples from his own experiences, highlighting the critical role of communication and reliability in maintaining successful vendor relationships.Jim also touches on negotiation strategies for facility managers, explaining that understanding the true value of the service being provided is crucial. He encourages setting clear expectations and understanding market demands to ensure fair pricing without compromising service quality. Additionally, Jim discusses identifying red flags that suggest a vendor may not be the right fit, such as poor communication

SummaryIn this episode of Service Evolution, host Jim Robinson explores the intricacies of crisis leadership across sectors like retail, hospitality, and facility management. The discussion pivots on the necessity of guiding teams through crises while promoting independence to reduce reliance on leadership during emergencies. Communication and repetition are underscored as vital tools in skill development and effective crisis management, echoing Tony Robbins' sentiment: "Repetition is the mother of skill."The conversation highlights the significance of morale maintenance, suggesting spontaneity as a means to alleviate stress and invigorate office atmospheres. Simple acts, such as buying lunch or coffee, are presented as ways to reset team dynamics and improve morale. Jim shares a poignant story of inadequate crisis handling—a property fire where the manager's failure to communicate escalated tenant stress—contrasting it with more successful management stories where calm conduct and organized communication wer

SummaryIn this episode of Service Evolution, host Jim Robinson delves into the pressing issue of the skills gap in the trades and crafts industries. The discussion kicks off with Jim exploring why there's a shortage of skilled tradespeople, suggesting that the allure of technology and phones might be drawing young people's attention away from traditional crafts. He emphasizes the importance of reigniting passion and enthusiasm for trades, stressing that finding passion in one's work can lead to a fulfilling career.Jim also talks about the role of trade schools and the necessity of teaching both technical and soft skills to inspire the next generation. He shares his personal excitement about building a new fifteen hundred square feet training facility in the Phoenix area, aiming to provide hands-on learning opportunities. Jim underscores the urgency of introducing students, even from elementary level, to the potential and value in trades, positioning crafts as a valid alternative to college.The episode touches

SummaryIn this episode of Service Evolution, host Jim Robinson is recording live from the 2025 RFMA Annual Conference in Las Vegas. Speaking to Luiz Flores and Rick Miller, Jim explores the dynamic world of autonomous leadership and hears the personal journeys of each guest. Jim kicks off the episode by emphasizing the critical need for strong leadership in today's world, highlighting how it begins at home and extends into professional environments.Luis, the first guest, shares his experience of embracing discomfort to grow as a leader and how autonomy has fostered his development. He underscores the life-changing impact of this leadership style, which encourages creativity and freedom to explore innovative ideas. Furthermore, Luis appreciates how autonomy empowers individuals to navigate challenges, create solutions, and ultimately realize their full potential.Additionally, Rick, an old friend and mentor of Jim, offers a seasoned perspective on autonomous leadership. He discusses the importance of maintainin

SummaryIn this episode of Service Evolution, host Jim Robinson explores the importance and impact of giving back to the community, particularly within the construction trade, sharing an emotional personal story about his own experience with homelessness at a young age and how receiving a small act of kindness—a warm winter jacket—had a profound effect on his life. This pivotal moment propelled Jim to consistently seek ways to give back, which he emphasizes is vital for personal growth and community development.Jim discusses the significance of philanthropy in business, stating that successful companies should incorporate giving back into their core values. He introduces the idea that philanthropy isn't just about financial contributions but also about using one’s unique talents and skills to benefit others.This episode also highlights the impact of collective efforts through organized charity events and partnerships, such as with the Restaurant Facility Management Association (RFMA), which organizes soup kitc

SummaryIn this episode of Service Evolution, host Jim Robinson shares invaluable insights on staying motivated and navigating economic challenges, revealing how his company has thrived for almost forty years. He emphasizes the significance of operating a cash-oriented business, as it provides financial freedom and insulation from the noise created by social and economic rhetoric. This principle has kept CGP thriving without a single year of revenue decline. Economic challenges are viewed not as threats but as information to guide business decisions.Central to Jim's perspective is the concept of having only a "Plan A." Drawing inspiration from Tom Cruise, Jim argues that having a Plan B ultimately leads to settling for it. By committing fully to Plan A, one is forced to navigate through trials and tribulations, driving results and achieving success. This approach fosters a culture of dedication and relentless pursuit of goals among his employees.Additionally, Jim underscores the importance of setting goals and

SummaryIn 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 t

SummaryIn 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 per

SummaryIn 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 streng

SummaryIn 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 curr

SummaryIn 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

SummaryIn 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 import

SummaryIn 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 eff

SummaryJoin 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 busin

SummaryJoin 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.Thro