Summary
In this episode of Service Evolution, Jim Robinson sits down again with Matt Hackett, Director of Operations at CGP, to peel back the curtain on what it means to keep projects—and people—moving in the world of service and construction. This isn’t just about fixing problems; it’s about reassuring, communicating, and building trust with clients when they need it most.
Matt brings his years of operations experience to the table, sharing how his team at CGP approaches the whirlwind of client pain points. From major plumbing disasters to everyday maintenance issues, his philosophy stays the same: meet clients where they’re at, validate their concerns, and over-communicate every step of the way. The result is clarity, confidence, and a feeling among clients that they’re truly being cared for.
A highlight of the episode is the story of a monumental rescue at a prominent restaurant, where CGP turned around what was forecasted as a four-month shutdown to get the business back up in just seven weeks. Matt and Jim underscore the importance of upfront planning, detailed scheduling, and daily updates for projects both large and small. Their use of technology ensures clients can easily follow progress, stay updated, and, most importantly, feel supported.
They wrap up by stressing that true operational excellence isn’t just about solving problems, it’s about saying “yes,” building relationships, and committing to loving service every single day. If you’re a service provider or a buyer, this episode is full of actionable insights to elevate your approach!
Show Notes
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05:42) How CGP Is a Problem-Solving Partner
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09:47) Upfront Communication in Construction Management
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11:26) Guiding Long-Term Success
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16:55) Effective Contractor Communication Strategies
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20:40) Building Trust Through Reliable Solutions
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23:19) Unconditional Love and Connection
Links
What is Service Evolution?
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. Our podcasts feature interviews with industry experts, advice from successful leaders, and inspiring stories of success. Whether you're at the beginning of your journey or looking for ways to further your success, Service Evolution is here to help you take the next steps toward success. Join us as we explore the service leadership world and discover how to make a positive impact today.