147: Stop the Shift Show

Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership.

On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott’s path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry’s latest service strategies to powerhouses like Disney and Chick-fil-A, we uncover what it means to cultivate a culture where employees work and thrive.

Navigate the complexities of today’s generational workforce, examining hourly workers’ transient but critical contributions and the evolution of “hustle.” Scott’s insights into taking a nuanced approach to managing diverse teams challenge the preconceptions about younger generations and highlights the value of adaptability and genuine leadership. We explore the nitty-gritty of developing leaders internally, the downsides of “accidental managers,” and the impact of investing in growing your managerial team to drive your business forward.

Step into a masterclass on creating a high-performing work environment that leaves a lasting impression on your customers and every employee. From the art of the interview process to treating employment as a “paid internship,” we reveal the strategies that turn employees into passionate brand ambassadors. Scott highlights addressing the soft needs of team members, shaping job experiences to resonate on an individual level, and how to make company values actionable on the front line.

This episode is a resource for anyone looking to elevate their leadership and create a second-to-none customer service culture.

Here are just a few takeaways:

  • Scott Greenberg’s transition from motivational speaker to successful Edible Arrangements franchisee
  • Customer experience as the key to business growth
  • Adapting management styles to suit the evolving workforce
  • Addressing the transient nature of hourly jobs and generational shifts related to “hustle”
  • Developing internal leaders to avoid the downsides of “accidental managers”
  • The importance of aligning work environments with employees’ values
  • Balancing managerial effectiveness in results and people orientations
  • Examples from KFC and senior in-home care that demonstrate the importance of addressing employees’ soft needs
  • How great company culture leads to unexpected career longevity and transforms jobs into meaningful careers with growth opportunities
  • The shift in recruitment post-pandemic
  • The need for an exceptional interview process and treating employment as a “paid internship” to create passionate brand ambassadors
  • Strategies for developing leaders and company culture
  • The importance of making company values actionable for frontline employees and recognizing the role of every individual within an organization

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.