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Service Evolution

About the Podcast

Service Evolution is the ultimate destination for America's service industry leaders. We provide the insight and advice you need to advance in your career, learn new skills, and advance in the service industry.

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Dollar Tree’s ESG Journey – Three Years Later

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… Continue reading Dollar Tree’s ESG Journey – Three Years Later

Economic Outlook and Recessionary Fears in the Service Industry

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. … Continue reading Economic Outlook and Recessionary Fears in the Service Industry

Navigating Tough Times: Managing Team Dynamics When the Going Gets Tough

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… Continue reading Navigating Tough Times: Managing Team Dynamics When the Going Gets Tough

Together We Thrive: Balancing Team Performance in the Workplace

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… Continue reading Together We Thrive: Balancing Team Performance in the Workplace

Mastering Management: Leading Across Performance Levels in the Service Industry

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… Continue reading Mastering Management: Leading Across Performance Levels in the Service Industry

Mastering Social & Emotional Intelligence in the Service Industry

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… Continue reading Mastering Social & Emotional Intelligence in the Service Industry

Mastering Talent Magnetism with Clifton Savage

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… Continue reading Mastering Talent Magnetism with Clifton Savage

The Customer Service Revolution: Why It’s Trending in the Service Industry

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… Continue reading The Customer Service Revolution: Why It’s Trending in the Service Industry

Navigating 2024’s Customer Service and Leadership Trends

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… Continue reading Navigating 2024’s Customer Service and Leadership Trends

Creating Unforgettable Customer Experiences with Jim Knight

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… Continue reading Creating Unforgettable Customer Experiences with Jim Knight

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