Summary
On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim dissect the impact that atmosphere and environment have on organizations and their success. The pair explores how intentionally designing your physical, cultural, and digital environments can elevate performance and deliver outstanding customer experiences. Tune in to unlock the secrets of harnessing the power of organizational atmosphere in the service industry.
Show Notes
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1:01) The Power of Atmosphere
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2:02) Providing Services Your Customers Want
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6:12) How Your Environment Affects Service
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11:07) Leveraging Digital Environments to Create Exceptional Customer Service
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18:57) How Do You Measure Your Atmosphere and Environment?
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26:30) Common Environment Challenges Businesses Face
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34:34) Ensuring the Environment Is Consistent across Mulitple Locations
Links
Quotes
“
Knowing your buyer is really, really important. [If] you deliver exactly what they’re looking for, they’ll never leave you.” - Jim Robinson, (
3:28)
“
Whatever you give off is what you’re going to get. And your surroundings, your space, your environment—you’ve got to contribute to that..whatever gifts that you have. But in all cases, hard work and gratitude—it’s going to make the environment a much different feel. And if everybody’s on the same page like that, it’s going to be a very different feel for everybody involved, including the buyer that’s on the phone.” - Jim Robinson, (
16:02)
“
It’s easy to keep a very good environment for your employees when there’s no challenges. It’s very important that we manage the challenge to our environment immediately. Make sure that environment stays consistent. When the problems arise…be an owner of the situation.” - Jim Robinson, (
32:17)
“
If you give the right environment to your employees, they’ll give that to your buyer. They’ll give that to your customer.” - Jim Robinson, (
34:26)
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.