Fm Evolution

SummaryIn the latest episode of Service Evolution, host Jim Robinson and his guests, Neil McQuiston and Skyler Coffey, unpack what’s changing and what’s working in the world of sales for the trades industry. One of the biggest takeaways from their conversation is that embracing new technology isn’t just a trend, it’s a necessity. Jim emphasizes how leveraging digital tools can streamline workflows, help businesses reach new customers, and set their service apart in a crowded market. From automated quoting systems to intuitive customer communication platforms, technology is empowering teams to spend less time on paperwork and more time delivering value.Neil adds another dimension to the discussion, stressing the importance of training and upskilling sales teams. He points out that, while technology can open doors, human relationships remain at the core of successful trades sales. Building trust and rapport with clients can't be replaced by software, but tools can enhance these efforts by making sales professio

SummaryIn the latest episode of Service Evolution, host Jim Robinson and his guests, Neil McQuiston and Skyler Coffey, explore one of the most crucial facets of facility maintenance sales: building genuine, lasting partnerships through trust. The conversation unveils actionable strategies that elevate relationships beyond transactions, exploring how authentic rapport ultimately leads to long-term business success.The episode kicks off with a discussion on the significance of honesty in every interaction. Jim, Neil, and Skyler share personal experiences where transparent communication was the difference maker, not just for closing deals, but for setting the stage for enduring collaboration. They stress that honesty, especially about limitations or challenges, actually strengthens credibility in the eyes of clients.Another highlight centers around understanding client needs by actively listening. The team emphasizes moving away from script-driven sales conversations and taking the time to learn what clients tru

SummaryIn the latest episode of Service Evolution, Jim Robinson, Neil McQuiston, and Skyler Coffey, come together to tackle one of the most critical and often overlooked elements of sales success: building a winning sales culture.The conversation kicks off with each speaker sharing what sales culture means to them. Neil emphasizes that it’s about more than just numbers—it’s the foundation of teamwork, motivation, and trust. Skyler adds that a healthy sales culture creates an environment where people feel supported, challenged, and empowered to improve. Jim, drawing from his experiences in team leadership, highlights the importance of transparent communication and recognizing every win, no matter how small.The trio dig into practical steps for cultivating this culture. They discuss everything from hiring for cultural fit to ongoing coaching, and the value of setting shared goals. One standout point: sales leaders should model the attitudes and work ethics they want to see. This sets the tone for the rest of th

SummaryIn the latest episode of Service Evolution, Jim Robinson pulls back the curtain on what it really takes to be a leader in the trades, a topic rarely explored with such honesty and depth. With more than forty years of industry experience, Jim goes beyond the typical leadership advice to address the hard truths and subtle nuances that define effective leadership on the job site.Jim emphasizes that titles and positions aren’t what make someone a true leader. He shares candid stories about how simply giving someone a fancy title, like “VP,” won’t automatically earn them respect. Instead, leadership is about influence, inspiration, and genuinely making a difference in people’s lives. New leaders often need to unlearn the misconception that authority comes with a job title. Respect and trust are earned through consistent, significant actions, not handed out with a promotion.One of the most insightful takeaways? Leadership advice often fails to translate from the conference room to the field. It’s all about p

SummaryIn the latest episode of Service Evolution, host Jim Robinson sits down for a second session with leadership expert Josh Foliart to dive deep into what it truly takes to lead under pressure. Their conversation is a masterclass in practical leadership, offering both seasoned executives and emerging leaders invaluable tools for self-awareness, time management, and people development.Josh kicks off by addressing the "fog of war" that leaders experienced during the Covid era, and how uncertainty, rather than order, is the birthplace of real leadership. He makes the compelling case that management handles what’s certain whereas leadership thrives where things are uncertain. Additionally, Josh explains that leaders can’t use the “not enough time” excuse, emphasizing the importance of owning your calendar and guarding the hours when you’re at your best.The discussion then shifts to the art of leading people who are different or even difficult to understand. Josh encourages leaders to seek common ground, echoi

SummaryIn the latest episode of Service Evolution, host Jim Robinson sits down with Josh Foliart, founder of Multiply Global, to discuss the real foundation of leadership and what it takes to be a truly influential leader. From humble beginnings and a desire to be a football coach, Josh shares how mentorship, faith, and pivotal life experiences shaped his journey to launching a global initiative that now supports leaders across eight countries.Josh emphasizes that leadership isn’t just about titles or positions, it’s about developing trust, having the courage to say yes, and being open to coaching. He notes that many leaders around the world have the drive but lack essential resources and relationships. Multiply Global aims to bridge this gap, journeying long-term with individuals defined by their willingness to be coached and their courage to lead.A key takeaway from the episode is Josh’s deep dive into the importance of trust in leadership. He highlights the four Cs—character, chemistry, competency, and cre

SummaryIn the latest episode of Service Evolution, host Jim Robinson sits down with former NFL long snapper and Super Bowl champion Brett Goode for a powerful conversation about life after football, transitioning to entrepreneurship, and the importance of building a winning culture—on and off the field.Brett’s story is one of perseverance and adaptability. After years of rigorous discipline as a professional athlete, Brett faced the daunting task of reinventing himself once his football career ended. He describes how, after dealing with injuries and the unique challenges of that transition, he spent time focusing on self-discovery before launching himself into new ventures. Guided by the same drive and work ethic that took him to the NFL, Brett entered the insurance industry, became a licensed real estate agent, and eventually founded a pest control franchise, Mosquito Squad, in Northwest Arkansas.What stands out in this episode is Brett’s commitment to continuous improvement and his belief in doing the littl

In this special 40th Anniversary episode of the Service Evolution podcast, Jim Robinson takes listeners on a heartfelt journey through his entrepreneurial story and the founding of CGP. Starting from humble beginnings, Jim recounts how as a child, necessity drove him to learn hands-on repair skills that ultimately shaped his destiny. By the age of twelve, he had the vision to lead a company, long before fully understanding what that meant. Over the years, Jim’s relentless belief in serving others and fixing anything laid the groundwork for CGP’s unique approach and lasting impact in the facilities services industry.Jim discusses the evolution of the business, from early days without any competition, through significant growth, and ultimately to building long-term relationships with major clients. He shares the importance of carefully choosing which clients to work with, prioritizing core values like respect, service, and mentoring both employees and customers. CGP’s culture revolves around serving others as y

SummaryIn the latest episode of Service Evolution, host Jim Robinson sits down with James Hatfield, the chief revenue officer at LiveSwitch, to explore innovative solutions that are simplifying operations for service businesses. Whether you’re in contracting, facility management, or leading large teams across multiple locations, this episode is packed with practical tech insights you can’t afford to miss.James shares his journey from running a painting and power washing company to launching groundbreaking technology aimed at streamlining project documentation and communication. Frustrated by the inefficiencies he faced as a contractor, James partnered up to create tools that transform how contractors interpret their finances and manage their work. Their tech journey led them to LiveSwitch, a powerful platform that’s now setting new standards for real-time, remote video assistance and documentation.LiveSwitch stands out for its effortless user experience, requiring nothing more than sending a text message to s

SummaryIn the latest episode of Service Evolution, host Jim Robinson sits down with powerhouse marketer and marketing director of IDIQ, Sarah Williams, to unravel the unique challenges and strategies for marketing in the trades. With decades of industry experience and a proven track record, Sarah delivers a goldmine of actionable insights for business owners looking to level up their marketing game.One central theme is the gap that trade professionals often face when bridging hands-on expertise with modern marketing best practices. As Sarah points out, knowing your craft inside and out doesn’t automatically translate into knowing how to run meta ads, execute effective email campaigns, or navigate the ever-evolving digital landscape. She emphasizes the importance of targeting marketing efforts locally, since most trade businesses serve specific geographic areas where word-of-mouth and community relationships still reign supreme.Additionally, Sarah and Jim dive deep into how the trades differ from other industr

SummaryIn the latest episode of Service Evolution, host Jim Robinson dives into the evolving world of fire protection with JC Mosquera, President and CEO of National Fire Protection. This insightful conversation uncovers how cutting-edge technology and AI are poised to transform fire safety as we know it.JC, a seasoned expert with humble beginnings as a technician, shares how his hands-on experience shaped his customer-first approach. His company isn’t just focused on compliance; they’re at the forefront of innovation, working directly with the National Fire Protection Association (NFPA) to develop AI-driven solutions. Imagine a future where AI-powered cameras can detect smoke at the vapor stage, preventing disasters before sprinklers are even triggered. This isn’t science fiction; JC reveals his team is preparing to beta test these systems in retail environments later this year.Beyond the technology, the conversation highlights JC’s commitment to leadership and empowering others. He’s building more than just

SummaryIn part two of this episode of Service Evolution, Jim Robinson continues his deep-dive conversation with Nathan Whittacre, CEO of Stimulus Technologies. If you missed part one, it’s worth circling back! This follow-up builds on their discussion and delivers even more actionable insight for leaders trying to make sense of today’s rapidly changing tech landscape.Nathan and Jim tackle the common challenge of technology overwhelm. Many business owners chase the latest software or gadgets, only to find they don’t solve real problems. Nathan stresses the importance of starting with clear business objectives, then finding the right and necessary tech solutions that serve your goals. It’s about working smarter, not harder, and not letting flashy trends distract from core business needs.A major highlight of the episode is Nathan’s pragmatic approach to cybersecurity. He simplifies what can often feel like an overwhelming topic, explaining that most breaches start with compromised emails. As a result, businesses

SummaryIn this episode of Service Evolution, Jim Robinson is joined by Nathan Whittacre, CEO of Stimulus Technologies, to explore the journey of building a tech-driven company from the ground up, the evolving landscape of AI, and the importance of authentic leadership.Nathan shares how his passion for technology, ignited as a teenager, became the launching pad for Stimulus Technologies—now celebrating thirty years in business. He emphasizes the seismic shifts in how businesses use technology, recalling a time when email and internet access were rare in daily operations. Nathan’s story is a testament to adaptability and learning by doing; much of his business acumen, he admits, was acquired outside the classroom.Tech leadership, Nathan asserts, is about authenticity, continuous learning, and fostering a strong company culture. He candidly discusses pitfalls, like chasing every new opportunity at the expense of focus, and reveals that saying “no” can be as vital as innovation. AI, the current “white rabbit,” is

SummaryIn 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

SummaryIn this episode of Service Evolution, Jim Robinson is joined by Debi Kensell from the Restaurant Facility Management Association (RFMA) to dive deep into the powerful spirit of giving embodied by the RFMA Gives initiative. Debi shares the heartfelt origins of RFMA Gives, spotlighting how the board’s vision in 2010 transformed a traditional member organization into a force for good—dedicated to leaving every host city better than they found it after each annual conference.Throughout the conversation, Debi and Jim recount moving stories from past projects, from supporting addiction recovery centers to uplifting organizations like soup kitchens and community-focused cafes. Debi emphasizes how the program has grown over seventeen years, not just enhancing facilities for those in need but also forging meaningful connections among volunteers, vendors, and restaurateurs. The conversation highlights how competitors within the industry set aside rivalry to work side by side, adding another dimension to the even

SummaryIn this episode of Service Evolution, Jim Robinson sits down with Matt Hackett, Director of Operations at CGP, for an inspiring conversation on leadership, overcoming adversity, and the power of company culture to unlock potential.Matt’s journey is a testament to resilience—rising from teenage homelessness to leadership through a mindset that transforms challenges into opportunities. Throughout the discussion, Matt emphasizes the importance of surrounding yourself with supportive, growth-oriented people and constantly seeking new knowledge. This thirst for learning is matched by CGP’s ongoing investment in employee education, from leadership seminars to hands-on training.The episode explores CGP’s culture, focusing on its four Cs: commitment, courage, capability, and confidence. Employees are encouraged to make decisions, learn from mistakes, and grow together. This culture of autonomy and trust is not just rhetoric—it’s reflected in team promotions from within and mentorship at every level. Additional

SummaryIn this episode of Service Evolution, Jim Robinson and Neil McQuiston discuss the significance of attending industry conferences, focusing on the benefits of networking, building relationships, and the importance of being present and engaged during these events. In today’s fast-paced business environment, industry conferences are more than just a line item on the calendar—they’re a powerful investment in growth, networking, and brand visibility. In this conversation, they share insights from recent conferences, emphasizing the need for clarity in communication, the value of follow-ups, and the importance of professionalism in appearance. The discussion also touches on the necessity of enjoying the experience and making the most of the opportunities presented at these gatherings.Drawing from their recent experiences at shows like SPECS and RIFMA, Jim and Neil highlight how every handshake, elevator pitch, and face-to-face meeting can help ignite new partnerships or strengthen existing ones. Trade shows

SummaryIn this episode of Service Evolution, the discussion centers around balancing innovation with tried-and-true business principles, particularly in an industry where the fundamentals—like construction and maintenance—remain largely unchanged, even as technology revolutionizes efficiency and project management. Jim shares how CGP utilizes cutting-edge scheduling and communication tools to streamline renovations and satisfy stringent client deadlines, illustrating the company’s commitment to leveraging new tech while honoring the craft’s core values.A significant portion of the conversation delves into the importance of client and employee feedback. Jim emphasizes the need for open, candid communication with clients, including regular quarterly business reviews, and how CGP uses the highest expectations from their toughest clients as a company-wide standard to ensure consistent excellence. He also discusses the value of being able to "fire" abusive clients, underscoring the company's confidence in its inte

SummaryIn this episode of Service Evolution, host Jim Robinson steps into the guest seat for a deep dive interview led by producer Bryan Fittin. With over forty years of experience in the construction and maintenance industry, Jim shares his remarkable journey from fixing lawnmowers as a kid to owning and leading CGP Maintenance and Construction Services. He reveals how a childhood vision of becoming a CEO set him on a path of entrepreneurship, eventually building a company renowned for its consistent client relationships, innovation, and strong core values.Jim discusses the early challenges, resourcefulness, and milestones that have shaped CGP, from starting with handwritten invoices and losing money in its first year to growing into a twenty-five-million dollar company. Throughout the conversation, Jim emphasizes the importance of meeting both the needs and wants of clients—going beyond simply fixing things to making clients look good and feel valued.Listeners get a behind-the-scenes look at the company’s c

SummaryIn this episode of Service Evolution, host Jim Robinson discusses the importance of building strong vendor relationships and how to maximize these partnerships for better service and pricing. He emphasizes the need for clarity in communication when selecting facility service providers. By being crystal clear about your needs and expectations upfront, you can better assess whether a vendor can meet your demands and create a strong alignment. Jim provides examples from his own experiences, highlighting the critical role of communication and reliability in maintaining successful vendor relationships.Jim also touches on negotiation strategies for facility managers, explaining that understanding the true value of the service being provided is crucial. He encourages setting clear expectations and understanding market demands to ensure fair pricing without compromising service quality. Additionally, Jim discusses identifying red flags that suggest a vendor may not be the right fit, such as poor communication