Change Management in the Service Industry with Jim Robinson






Summary:

On this episode of FM Evolution, host Shawn Black was joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim’s 37 years as CEO of CGP Maintenance and Construction Services, he has garnered extensive experience leading teams and individuals through times of uncertainty. In this episode, Shawn and Jim discussed how to approach the process of change, how to guide your employees through diversity, and how to learn from periods of resistance.

Thanks for tuning in!

Shownotes:

(0:43) Introduction to Jim

(1:19) Jim’s Management Style

(2:39) The Best Approach for Implementing Change

(5:07) Balancing Efficiency with Implications

(6:30) Ensuring Thorough Communication

(8:11) Measuring the Success of Change

(10:33) The Importance of Self-Assessment

(11:24) Pitfalls to Avoid When Implementing Change

(14:18) Learning from Confusion

(18:53) Advice to Leaders Implementing Change

(20:54) Prioritizing Change

(22:38) Handling Employee Resistance as a Leader

(26:02) Fostering a Culture That Embraces Change

(28:36) Technologies Impact on Change

Links:

Shawn Black

Jim Robinson

CGP Maintenance & Construction

Quotes:

“Implementing change is no joke and it depends on what you’re changing. If there’s a team to buy into what you’re going to change, this is important. It will change automatically and very organically. If there’s a vision that has to be cast to get the buy-in, then as a leader, you have to be able to paint the picture.” - Jim Robinson, (2:46)

“You have to slow down if you’re going to implement change because you’re communicating at different levels. We have to make sure we’re walking the same walk with them so they have some clarity as to what that change looks like.” - Jim Robinson, (11:56)

“We have an obligation to do something for the greater good and we do that first within us and then we do it with our team. That’s critical. And if you’re the one resisting change, you're going to work yourself out of a job and if you own the company, your company is not going to survive it.” - Jim Robinson, (19:51)

“Pushback and resistance are forms of natural growth because we’re born feeling inadequate at some level. We feel like we’re not worthy of accomplishments. Because of that we resist, but we have to be able to work past that and sometimes we need somebody to walk with us.” - Jim Robinson, (24:52)

Change Management in the Service Industry with Jim Robinson

On this episode of FM Evolution, host Shawn Black was joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim’s 37 years as CEO of CGP Maintenance and Construction Services, he has garnered extensive experience leading teams and individuals through times of uncertainty. In this episode, Shawn and Jim discussed how to approach the process of change, how to guide your employees through diversity, and how to learn from periods of resistance.

Guiding Others through Times of Change

It’s almost guaranteed if you’re a leader for any period of time you will experience resistance from your team members when it comes to implementing change. These situations are amazing learning opportunities for both you and your employees. They will help you develop techniques on how to walk alongside them as you both navigate adversity. Ultimately, both of you will grow from the experience and gain capabilities, courage, and confidence.

“Pushback and resistance are forms of natural growth because we’re born feeling inadequate at some level. We feel like we’re not worthy of accomplishments. Because of that we resist, but we have to be able to work past that and sometimes we need somebody to walk with us.” - Jim Robinson, (24:52)

Since resistance is almost a given anytime you’re a leader, the most important aspect to focus on is how you overcome it. People and environments are changing every day, therefore you have to embrace that in a leadership role. You have a responsibility to whoever is employed with you to guide them through evolution and not conform to the chaos of the world. Sometimes circumstances dictate the priority of what needs to change, but you can control your reaction to those circumstances.

“We have an obligation to do something for the greater good and we do that first within us and then we do it with our team. That’s critical. And if you’re the one resisting change, you're going to work yourself out of a job and if you own the company, your company is not going to survive it.” - Jim Robinson, (19:51)

Meeting People Where They’re At

As a leader, the culture of the company will be dependent on what your actions are every day because your actions are an example of what you stand for. It’s important the foundation the company values are built on is strong enough to withstand the trials of change. This doesn’t mean your processes can’t change or develop, it means the pillars of your business remain the same no matter the adversity trying to crumble them.

When there's a strong infrastructure of support from the leadership within a company, it gives the employees firm ground to fall back on when challenges arise. When team members have a baseline to retreat to when they need to regroup or seek guidance, it presents an opportunity for clear communication and collaboration. This is a vital time, where as a leader, you have to put other things on hold and meet the individual or the team where they’re at.

“You have to slow down if you’re going to implement change because you’re communicating at different levels. We have to make sure we’re walking the same walk with them so they have some clarity as to what that change looks like.” - Jim Robinson, (11:56)

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