Summary

In 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 integrity and service.

Collaboration over competition emerges as another theme, with Jim advocating for strong partnerships—both with clients and peer contractors—rather than an adversarial approach. He identifies common client-side mistakes, like slow communication, and suggests strategies for facility managers to nurture productive contractor relationships. Tune in today!

Show Notes

(00:00 ) Introduction

(05:38 ) Strengthening Loyalty Through Partnerships

(06:30 ) Employing a Consistent High-Standard Service Strategy

(10:49 ) Overcoming Avoidance and Delayed Responses

(14:00 ) Addressing Leadership and Professionalism Concerns

(17:59 ) How Serving Other Benefits Everyone

(21:04 ) Closing Thoughts

Links

Jim Robinson 

CGP Maintenance and Construction Services

Bryan Fittin

Go Rogue Studio