Service Evolution

On this episode of FM Evolution, host Shawn Black talked with Jim Robinson, who is the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach and chairman of a nonprofit. Jim has practiced the family-first culture at his company for nearly 37 years, ever since he started and became the CEO of CGP Maintenance and Construction Services. Jim continually works to create a culture of dignity and respect among his employees and with their clients. In this episode, Shawn and Jim discuss how to create, maintain, and spread the family-first culture.

Thanks for tuning in!

Show Notes

Show Notes:
(1:56) Creating a Family-First Culture
(4:05) Environment for Openness
(6:27) Growing as a CEO
(8:00) Advice for Creating an Open Door Policy
(12:28) Misconception with Family-First Model
(15:54) Autonomy in the Family-First Environment
(18:25) The Importance of Diversity
(21:07) Encouraging Communication
(28:53) How Family Culture Impacts Client Engagement

Links:
Shawn Black
Jim Robinson

Quotes:
“You have to do that in the interview process. You gotta get them open. You gotta…as they interview you, you started on the sales pitch and you trying to sell the idea for them working for you versus asking more questions of them.” Jim Robinson, (3:08)

“That CEO thing just means I'm responsible to them. Not for them. I got to screw some things up, but I am responsible to them. That means [I’ve] got to do my very best to make sure we're continually growing and have a place for them to call home.” Jim Robinson, (7:49)

”[The family-first model is about] respect and dignity, caring, loving, learn to love, learn to be loved, accept love from others. That's really, really what we all want anyway. Why not give that?” Jim Robinson, (10:05)

”Family can be complicated. We prefer it not to be. So we simplify the family model and we just say, treat them like you treat your great-grandmother: dignity and respect, collaborate, ask opinions…” Jim Robinson, (19:37)

“Practice quality service, treat them like you'd treat your great grandmother: dignity and respect [at] all times and ask, what else can you do for them?” Jim Robinson, (31:55)

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.