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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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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

The Fine Line Between Micromanaging and Mentoring

Quotes “Micromanaging is one of two things. Lack of trust. If you don’t trust somebody, you’re going to grind them if you have to. If you have a team that’s not following the basics, the little things, then you have to find a way to get back to those. Because once you lose those things,… Continue reading The Fine Line Between Micromanaging and Mentoring

Navigating the Leadership Tightrope: Overpromising, Under Delivering, and Reaching Too Far

Quotes “I can tell you unequivocally, businesses will be gone in about twelve months, probably shorter, if they stop pursuing. They have to keep pursuing…And it’s the old proverbial tree. They either die or they grow, and you water them, feed them, nurture them, support them, shore them up, do what you have to do,… Continue reading Navigating the Leadership Tightrope: Overpromising, Under Delivering, and Reaching Too Far

Mastering B2B Content Magic: ABM, AI, & More W/ Sarah Noel Block

Quotes “It’s all about the value. Are you actually understanding who your customer is, what their challenges are, what their triggers are that gets them to start looking for a solution in the first place? And then preemptively building content around that.” – Sarah Noel Block, (4:11) “The biggest transformation [the client] gets is that… Continue reading Mastering B2B Content Magic: ABM, AI, & More W/ Sarah Noel Block

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