Shows
Customer Service AcademyDesigning Your Customer Experience Framework and Hospitality BlueprintIn this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We’ll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service...
2025-07-2230 min
Timeless Business and Building StrategiesReal Estate Gains and Parenting Pains: Kurt Buchert's Multifaceted MissionSend us a textPlease like and subscribe!!!Let me know what subjects you would like to learn about so I can provide you the valuable information you are searching for?Ever wondered how to strike the perfect balance between being a disciplinarian and letting your children find their own path? Kurt Buchert, a seasoned real estate expert from Florida with roots in New Orleans, shares his unique parenting philosophy with us. Hear his engaging stories about nurturing his children’s interests, like his son's journey from casual sports to a budding passion for fo...
2024-06-0440 min
Timeless Business and Building StrategiesFrom Interviews to Integration: Fletcher Wimbush on Perfecting Your Hiring ProcessSend us a textEver wondered how to fine-tune your hiring process to find the perfect fit for your team? Join us for an enlightening conversation with Fletcher Wimbush, a veteran hiring consultant from California with a quarter-century of experience. Fletcher traces his journey from learning the ropes of business coaching with his father to taking over the family business and creating proprietary assessment tools. Gain exclusive insights from a professional who has interviewed over 10,000 candidates, and discover how the DISC personality assessment can transform your hiring practices and team dynamics.Unlock the secrets to...
2024-05-2940 min
Timeless Business and Building StrategiesTranscending the 9-5: Jamie Gruber's Secrets to Real Estate Success and Lifestyle RevolutionSend us a textHave you ever envisioned a life where your days are not dictated by the corporate grind, where your family adventures across the globe are not just a vacation but a lifestyle? Jamie Gruber did, and he made it a reality. As a guiding light within the GoBundance community, Jamie joins us to share his extraordinary leap from a secure corporate position to a life of autonomy and travel in the Dominican Republic. His journey is not merely about change; it's a profound lesson in the transformational power of mindset and the magnetic influence...
2024-05-0654 min
Timeless Business and Building StrategiesFrom Service to Success: A Veteran's Guide to Conquering Real Estate and FatherhoodSend us a textWhen life throws a curveball, it's not about the setback; it's about the comeback. Air Force veteran Adam LaBar knows this all too well, transforming a career-halting injury into a triumphant dive into real estate and entrepreneurship. His stirring journey, lined with the wisdom of financial savvy instilled by his wife, unfolds in our latest episode. Adam's transition from military dreams to business success epitomizes the resilience and adaptability that life's unexpected twists demand. As we unravel his story, we see a man who didn't just find a new path but blazed a...
2024-05-0633 min
Timeless Business and Building StrategiesTurning Land into Gold with Heather Young's Real Estate Investment TacticsSend us a textUnlock the secrets of real estate success with Heather Young, a Texas titan who turned credit woes into commercial wins. This episode peels back the curtain on Heather's resilient rise from Airbnb arbitrage to the big leagues of distressed property deals. Discover how she navigated a male-dominated landscape, leveraging her direct sales savvy and door-to-door tenacity to flip warehouses and car washes for substantial profit margins. We'll dissect the value play in commercial land, and you'll learn how Heather's personal hurdles fueled her relentless drive for financial triumph.Dive deep into...
2024-04-2242 min
Timeless Business and Building StrategiesJustin Breen's Epic Journey: Mastering the Art of Entrepreneurship and Work-Life Synergy in Brepic NetworkSend us a textUnlock the vault of entrepreneurial wisdom with Justin Breen, the brain behind Brepic Network and the celebrated author of "Epic Business" and "Epic Life," as he unravels the tapestry of his business saga. From launching a global PR firm from scratch to penning bestsellers that distill the essence of a harmonious work-family dynamic, Justin's insights are a goldmine for anyone aiming sky-high in both boardroom and living room. He illuminates the path to connecting with fellow visionaries, shedding light on the Kolbe score's 'quick start' trait as a beacon for those who catalyze...
2024-04-2245 minTimeless Business and Building StrategiesGordon Davis Reveals Key Strategies for Commercial Real Estate Success: Mastering Development, Contracts, and Subcontractor RelationsSend us a textUncover the secrets to success in the complex world of commercial real estate with Gordon Davis from Finn Advisors. His remarkable journey from a 15-year-old in construction to a pivotal consultant is not just inspiring, it's loaded with practical advice for anyone looking to navigate the real estate development industry. If you're seeking to maximize efficiency and profits on your next project, Gordon’s insights into the critical relationship between owners and general contractors are indispensable.Delving into the fine print of construction contracts can make or break a project. Get th...
2024-04-081h 04Timeless Business and Building StrategiesRandy Smith's Guide to Financial Liberation: Mastering Real Estate Investments and SyndicationSend us a textEmbark on a transformative journey with Randy Smith of Impact Equity as we uncover the seismic shifts a career in real estate investment can herald for your financial landscape. Randy's captivating narrative of transitioning from a successful corporate sales career to dominating the realm of real estate investing with out-of-state rentals and the BRR strategy in Atlanta serves as a beacon of possibility. His path to commercial real estate investments and full-time investing is not just a personal triumph but a testament to the unparalleled freedom that escaping the 9-to-5 grind can offer.
2024-03-2543 minTimeless Business and Building StrategiesFrom Fitness to Fortune: Charlie Cow's Dynamic Shift into Profitable Real Estate and Self-Storage MasterySend us a textEver wondered how a career spanning health and fitness to medical sales can morph into a successful real estate venture? Charlie Cow's story is a testament to the transformative power of leveraging corporate savvy in the real estate realm. From the conservative investment strategies shaped by his father's post-crash challenges to the realization of applying his diverse background to property management, Charlie's narrative is rich with lessons on mentorship and hands-on commercial asset experience. Tune in for an enlightening exploration of how unexpected paths can lead to lucrative destinations.Self-storage investment...
2024-03-0440 minTimeless Business and Building StrategiesEric Rice on "Creating Massive Value" and working every angle for success in Commercial Real EstateSend us a textEric Rice of Rice Pegher Capital joins us. Eric started as a residential real estate agent and in 2017 began investing in commercial real estate. He currently has about 150 units in their portfolio (130 residential and 20 commercial). They are actively looking to acquire large multifamily assets.Rice Pegher - CEO is responsible for the company vision, strategy, and execution toward the long term goals of Rice Pegher Capital. On a day to day basis he is significantly involved in deal sourcing and analysis, syndication modeling, lender and investor relations, employee and contractor management, and c...
2024-02-2943 minTimeless Business and Building StrategiesUnlocking Success: Inside the Mind of Eric Nelson, Founder of Wild Oak Capital | Mastering Commercial Real Estate SyndicationSend us a textEric Nelson is the Founding Principal of Wild Oak Capital. He has been investing in real estate for over ten years. Eric and the Wild Oak team provide investment opportunities through multifamily syndication. As an owner of a civil engineering firm, Eric’s range of skills suits the field of syndication and real estate on both the technical level and client relations side. Eric is also the host of The Real Estate Mindset podcast, where he discusses with industry leaders what it takes to be a successful investor based on continuous personal and pr...
2024-02-1249 minTimeless Business and Building StrategiesSridhar Sannidhi of Grow Wealth 2 Retire explains Multifamily and Retail Development along with SyndicationSend us a textSridhar Sannidhi gets in depth on Multifamily Syndication and Development in this gripping interview. If your thinking about taking the leap to Syndication or Development you don't want to miss this interview. Sridhar goes through his transformation from W2, to investor, to syndicator, to now full time developer. He shares the mindset required, along with the willingness to believe in yourself and take the leap. He worked to find great partners that compliment him in order to scale his company quickly in order to achieve large returns in the Commercial Real Estate industry. Sr...
2023-12-2651 minTimeless Business and Building StrategiesBreak through the barriers or Commercial Real Estate with Alan SiebenalerSend us a textAlan has flipped over 250 units, homes, apartments, and condos. He has made SINGLE transaction profits of over $1m, and has bought and sold in 9 different states. His projects have been featured on HGTV and he's been interviewed on national TV and taught Real Estate Investing on national stages for Keller Williams Realty and Wells Fargo Bank.www.Youtube.com/alsiebswww.Facebook.com/alansiebenalerTony Johnson is a Commercial General Contractor. Timeless Properties Construction Co. has been in business since 2007. He does all things commercial. Developing, Building, Upf...
2023-12-2237 minTimeless Business and Building StrategiesJordan Berry of Laundromatresource.com details how to make massive profits in Laundry MatsSend us a textJordan was a pastor for 15 years and transitioned out of full-time ministry into buying a laundromat. His experience buying his first laundromat was not a good one. Instead of replacing his salary, as he expected, his laundromat lost $2,000 dollars per month for well over a year. Desperate to find help to turn his business around, he frantically searched for someone to guide him to profitability. He found no rescue. After finally stopping the bleeding, he decided to share the hard-earned (and expensive) lessons he learned on a blog. And then on a YouTube...
2023-12-0449 minTimeless Business and Building StrategiesUnlock Your Investment Potential: Erik Cabral Reveals All in an Exclusive InterviewSend us a textGet ready to redefine your investment strategies! We're thrilled to bring you an exclusive interview with Erik Cabral, a game-changer in the real estate and entrepreneurial world, on our YouTube channel. With over 25 years of marketing and real estate investing experience under his belt, Erik has an abundance of wisdom to share.In this in-depth discussion, Erik will dive deep into the secrets of marketing your brand, investing in commercial real estate, and the art of podcasting. Whether you're an established investor looking for fresh ideas or a newcomer aiming to...
2023-11-2136 minTimeless Business and Building StrategiesAchieving Financial Freedom Through Commercial Real Estate: A Real Estate Investor & EducatorSend us a text In this episode of Carolina Commercial Real Estate Connection, we have the privilege of speaking with Tim, a remarkable individual with a passion for real estate investment and education. Tim is a Real Estate Investor & Educator, a Best-Selling Author, Speaker, High Performance Coach, and a former Chief Petty Officer in the US Navy with 15 years of service.Tim's journey in real estate began in 2011 when he purchased his first single-family residence with the intention of flipping it for a profit. However, he quickly discovered the power of buy-and-hold strategies and the long-term w...
2023-10-3139 minTimeless Business and Building StrategiesRevolutionizing Real Estate: Unveiling the Secrets of CoLiving with Sam WegertSend us a textIn this captivating episode, we delve into the fascinating world of CoLiving with none other than the renowned entrepreneur, coach, and real estate investor, Sam Wegert, affectionately known as the CoLiving Guy. Prepare to be inspired as Sam shares his extraordinary journey of transforming the real estate landscape by providing affordable, clean, quiet, and safe housing options through CoLiving.At the mere age of 23, Sam accomplished what most people only dream of—he retired himself and his wife, thanks to the incredible potential of CoLiving. With a portfolio of...
2023-10-1440 minTimeless Business and Building StrategiesHemal Badiani on Raising Capital for Rezoning and Land Entitlement. EB5 funding for Development.Send us a textRaising Capital, Land Rezoning, Land Entitlement, and even EB5 funding for projects. This episode is packed with useful tidbits you don't want to listen with out a sheet of paper. Take notes and let me know if you have any questions on how to get this plan put to action. Hemal is founder and partner at Sage Equity in Charlotte NC. We are so thankful he took the time to share and educate us on EB5 and Property rezoning. hemal@sageequity.comTony Johnson is a Commercial General Contractor. Timele...
2023-10-0342 minTimeless Business and Building StrategiesThe Secret to Successful Laundry Mats and RV Resorts with Sam Wilson of Bricken Investment GroupSend us a textMeet Sam Wilson, CEO of Bricken Investment Group. Rated top .5% world-wide for his daily podcast “How To Scale Commercial Real Estate” Sam has invested in virtually every commercial real estate asset class, both as a passive and active investor. He can speak to the pros and cons of each in today’s market. Sam's current niche focus is in the overlooked and highly profitable laundry facility business. He has more than a decade of experience exposing them most important, needle-moving strategies. He's passionate about sharing his knowledge with others.Connect with Sam:...
2023-09-1151 minTimeless Business and Building StrategiesTyler Cauble of The Cauble Group and Hamilton Investing Dives into Commercial Investing and Opportunities in the marketSend us a textTyler Cauble is Founding Principal and President of The Cauble Group. tylercauble.com/course Facebook facebook.com/tylercauble Twitter twitter.com/thecaublegroup Instagram instagram.com/commercial_in_nashville LinkedIn linkedin.com/in/tylercaubleMeet Tony Johnson:Tony Johnson, a visionary leader and seasoned expert in the construction and real estate industry. With an unwavering passion for construction that ignited over two decades ago, Tony's journey has been marked by resilience, determination, and a commitment to excellence.Connect with Tony:Facebook: https://www.facebook.com/profile.php?...LinkedIn: https...
2023-09-0747 minTimeless Business and Building StrategiesAmanda Cruise of Voyage Investing discusses Mobile Home investing and how to operate in the space.Send us a textAmanda spent years climbing the ladder in corporate America before jumping into real estate in 2018. She and her husband started with a duplex and moved quickly into the mobile home space and into commercial properties, especially mobile home parks. Today Amanda and her husband partner to help their investors achieve passive returns while they handle the hard work. They make a great team due to their opposite skill sets and passions. Their current portfolio is 113 lots across 4 mobile home parks, all located in North Carolina. Amanda lives outside of Raleigh, NC where she...
2023-09-0143 minTimeless Business and Building StrategiesBen Gaines owner of United Properties of NC discusses Fix and Flips and Real Estate SuccessSend us a textOwner/Broker Ben Gaines has an in depth knowledge of the real estate industry from the ground up. He has extensive experience in real estate investing, including renovation as well as purchase and sale, and takes pride in maintaining an acute market awareness to better advise his clients.In addition to his work at the firm, Ben also serves as a mentor and motivational speaker and encourages the development of new entrepreneurs.Ben is constantly focused on learning and investing in himself and other brokers, and is committed to putting his...
2023-08-3042 minTimeless Business and Building StrategiesYonah Weiss breaks down all the advantages of Cost Segregation. Save on taxes and retain profits.Send us a textYonah is a powerhouse with property owners' tax savings. As Business Director at Madison SPECS, a national Cost Segregation leader, he has assisted clients in saving hundreds of millions of dollars on taxes through cost segregation. He has a background in teaching and a passion for real estate and helping others. He’s a real estate investor and host of the top podcast Weiss Advice.Phone: 732-298-9002yweiss@madisonspecs.comhttps://www.yonahweiss.com/https://www.instagram.com/yonahweiss/https://www.linkedin.com/in/co...
2023-08-1830 minTimeless Business and Building StrategiesGreg Dickerson serial entrepreneur talks business, real estate, and his outlook on the market.Send us a textGreg is a serial entrepreneur, real estate developer, coach and mentor. He has bought, developed and sold over $250 million in real estate, built and renovated hundreds of custom homes and commercial buildings, developed residential and mixed use subdivisions and started 12 different companies from the ground up. Greg currently coaches and mentors some of the top entrepreneurs, real estate investors and real estate developers around the world helping them start, grow and scale their business, raise more capital and do bigger deals. Greg's current clients have over $2 billion in AUM and deals i...
2023-08-1044 minTimeless Business and Building StrategiesPatrick Stoy of MC Capital Discusses Hard Money Lending and access to capital in the Carolina's for Residential and Commercial ProjectsSend us a textPatrick is the Founder and President of MC Mortgage Group, a multi-branch boutique mortgage brokerage company based out of North Carolina, serving both North Carolina and South Carolina.Since inception, Patrick has partnered with thousands of families helping them achievetheir life-long dream of owning a home. Patrick’s vast breadth and depth of mortgage knowledge, unlimited abilities, community giving, and his sincere desires to help people are some of the reasons why he was awarded Best Lender in the region and NC Mortgage Professional of the Year in 2021....
2023-08-0439 minTimeless Business and Building StrategiesLevi Hemingway with Nomad Capital on Self Storage Investing using creativity to create massive valueSend us a textNomad Capital is a family team of Father and Son Erik and Levi, that invest and manage Self Storage in the Southeastern US. Their core focus is value add and self storage conversions. They are able to create massive value add and repositioning through years of experience in the industry. Levi Hemingway is a down to earth great guy and Nomad Capital is a company to keep an eye on for years to come. Please reach out to Levi or Nomad Capital to get more information on the investment opportunities they offer for pass...
2023-08-0146 minTimeless Business and Building StrategiesJohn Starling and Sarah Starling break down 1031 Exchanges and the advantages it can presentSend us a textJohn Starling is a 1031 Exchange Specialist at National Realty Exchange Services Corporation (NRX) headquarter in Wilmington, NC. At the helm of NRX since 2005, John Starling leverages his considerable expertise in finance, taxation and real estate to assist clients throughout the United States, and beyond in minimizing their US capital gains tax commitments. Mr. Starling while actively involved with real estate development has helped facilitate and close more than 15,000 real estate transactions with the firm, taking part in purchases and sales, contract and lease negotiations, and more. Sarah Starling a RE Agent a...
2023-07-2542 minTimeless Business and Building StrategiesJonathan Hayek host of The Source of Commercial Real Estate Joins us to discuss path from residential to commercialSend us a textJonathan Hayek the Host of The Source of Commercial Real Estate sits down to discuss his investing experience. He began as a single family investor performing fix and flips. Now has elevated his game to Multi Unit Commercial and NNN Single tenant properties. Go through his journey from a W2 to full time investor. Meet Tony Johnson:Tony Johnson, a visionary leader and seasoned expert in the construction and real estate industry. With an unwavering passion for construction that ignited over two decades ago, Tony's journey has been marked by resi...
2023-07-2155 minTimeless Business and Building StrategiesCole Bigbee explains the advantages of working with Pre Engineered Metal Buildings and gives insight on Industrial DevelopmentSend us a textCole Bigbee from Bigbee Steel Buildings is a pre-engineered metal building manufacturer and Industrial Real Estate Developer. Through his position at Bigbee Steel he has worked with many developers and end users to help them in developing a metal building system to suit his or her needs. Bigbee has Provided buildings for Tractor Supply stores, Dollar General, Fred's, Dollar Tree and Family Dollar stores. They ship primarily to the Southeastern United States.Cole is also a developer with a primary focus on light industrial warehouse space and single tenant retail in the so...
2023-07-1742 minCustomer Service Academy5 Leadership Lessons From Independence Day Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/The...
2023-06-3022 minTimeless Business and Building StrategiesAsh Patel Real Estate Master and Talented Investor discusses his methods for finding CRE DealsSend us a textAsh Patel left a 15 year long corporate career and has been a full time Commercial Real Estate Investor for over 10 years. He is a value add investor and has purchased retail, warehouse, flex, office, industrial, land, mixed use, medical, restaurants and has done ground up development. From vacant buildings to fully leased NNN properties, the consistent theme is extraordinary returns. He is a hands on property manager and also teaches others how to invest in non-residential commercial property through his Mastermind at Invest Beyond Multifamily.www.InvestBeyondMultifamily.comhttps://www...
2023-06-2749 minTimeless Business and Building StrategiesThomas Taft breaks down the ins and outs of Affordable Housing Property Acquisition and DevelopmentSend us a textThomas Taft Principal at Taft Family Ventures sits down with Tony and Cameron. Thomas breaks down his role in helping Taft Family Ventures grow and expand its Affordable housing division. The company began with a military housing projects in Jacksonville and Fayetteville North Carolina. Thomas served multiple roles and honed in on his skills to help Taft shift into affordable housing in the past decade. They have worked a multi state area from DC to Alabama and developed over 2500 units. Reach out to Thomas and Taft Family Ventures if you would like to fi...
2023-06-2635 minTimeless Business and Building StrategiesChristian Cardamone Shares advantages of Local Property Management and Mobile Home InvestingSend us a textChristian Cardamone with Aloha Wilmington Property Management and Keller Williams discusses his experience with Commercial Real Estate. Aloha exclusively manage commercial properties across the Cape Fear Region. They offer flexible solutions for investors and work to maximize their income potential. He is also an experienced RE Broker and RE Investor with over a decade of experience in the industry. You can reach him directly:Christian at 910-262-3399 https://alohawilmington.com/https://www.christiancardamoneteam.com/Connect with Tony:Tony has over 16 years’ experience as a commercial builde...
2023-06-2246 minTimeless Business and Building StrategiesBrian Mitchell talks Macro Economic Picture of the real estate market and lending conditionsSend us a textBrian Mitchell SVP Regional Sales Manager at Integrity Home Mortgage Corporation joins Tony and Cameron to discuss the broader Macro Economic Conditions in the area. In the discussion we go through the current conditions compared to historic markets. We discuss the differences and similarities of historic market shifts. Connect with Tony:Tony has over 16 years’ experience as a commercial builder and developer. He enjoys helping others learn about construction, investing in CRE, and understanding how to create value in real estate. Facebook: https://www.facebook.com/profile.php?id=100093066223557Link...
2023-06-2036 minTimeless Business and Building StrategiesPaul Loukas from Cape Fear Commercial Discusses Development opportunities for investorsSend us a textPaul Loukas a Partner and Broker at Cape Fear Commercial in Wilmington, NC sits down with Tony and Cameron to discuss development. Paul has been a real estate broker for almost 2 decades. He has broad experience in finding development opportunities for investors and builders. He began as an agent and worked his way up to partner at Cape Fear Commercial. Paul has tremendous knowledge and insight to share about development. This is one you don’t want to miss. Connect with Paul:Email: paul@capefearcommercial.com Conne...
2023-06-1353 minTimeless Business and Building StrategiesTyler Randall Discusses Using Call Centers to Find Off Market Commercial Real Estate Deals in Your MarketSend us a textTyler Randall is a Commercial Real Estate Investor and owns and operated a call center to help commercial real estate investors obtain off market leads. On this episode we discuss how the call center works. What the expectations should be when using a call center. Tyler goes in depth and gives the information to help you determine if this may be the right track for you to scale your investment company or get consistent lead flow. Connect with Tyler:Email: tyler@arcticwolfcapitalgroup.comCell: 323-369-4396Connect with Tony...
2023-06-0840 minTimeless Business and Building StrategiesAllan Fox Making Commercial Deals HappenSend us a textAllan Fox Commercial Real Estate Agent with Caldwell Banker Commercial Sea Coast Partners sits down with Tony and Cameron to discuss his experience with Commercial Real Estate. Being long term native of Wilmington, NC Allan is very familiar with the area and doing commercial real estate transactions in the area. Tony and Cameron try and get the inside track to getting going with commercial real estate the area and have Allan open up on Commercial Transactions and what to look for with commercial real estate in the changing environment. Connect with All...
2023-06-0547 minCustomer Service AcademyMemorial Day and the Spirit of Service Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitt...
2023-05-2818 minCustomer Service AcademyBeyond Gut Instincts - Let Data and Benchmarking Be Your Guide With Barbara Boden and Ann McNally Links From The Show: https://www.4xi360.com/criterion annmcnally@4xiconsulting.com Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ Yo...
2023-02-2630 minCustomer Service AcademyDeveloping Customer Relationships With Janyelle Milton Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/T...
2023-02-1919 minCustomer Service AcademyChatGPT: Way Less Scary Than Skynet or the Matrix - ChatGPT is extremely user friendly and easy to use - Great AI allows employees to focus on higher value tasks - AI and chatbots are a part of a holistic omnichannel experience where everything fits together neatly. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock...
2023-02-1118 minCustomer Service AcademySustaining High Performance and Employee Well Being With Brandi OlsonIn this episode, I welcome Brandi Olson into the studio. We talk about experience, work, and her latest book Real Flow. - How to work hard, with ease - the idea of flow - How to do less, but with intention - Well being and high performance are critical to success It's time for the great service comeback! Learn more about Brandi at: https://realworkdone.com/ Tony Johnson is a Customer Experience Expert, Keynote S...
2023-01-2728 minCustomer Service AcademyRecruiting and Retaining Powerhouse Teams in 2023In this episode, I talk about the key employee experience trends for 2023. If you want to recruit, retain, and develop a world class team follow these key moves: - Ensure you are competitive with wage relative to your market - Ensure flexibility however you can with hours, schedule, and remote work - Communicate with intentionality and transparency - Focus on developing your team every day, even if for just a few minutes Learn more here: https://www.igniteyourservice.com/post/why-celebrate-your-team ...
2023-01-1429 minCustomer Service AcademyCustomer Experience Trends for 2023In this episode, I talk about the trends you need to prioritize going into 2023 when it comes to Customer Experience (CX). - Prioritize your Employee Experience (EX) - You will need to demonstrate ROI for your Customer Experience (CX) efforts - Your customers demand even more personalized experiences - Digital Experiences (DX) will matter more than ever before It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author w...
2023-01-0225 minCustomer Service AcademyThe Ghosts of CX Past, Present, and FutureIn this episode, I talk about the classic tale A Christmas Carol and how you can apply the lessons of christmas past, present, and future to improve your overall customer experience and grow your business. - What can you learn from your customers and their commentary? - Where are you now and what matters most going into the future (to your customers and employees)? - What does the future look like based on the lessons you've learned and the feedback you've received from your guests and your tea...
2022-12-2021 minCustomer Service AcademyHelping Teams Do Their Best Work With Gustavo RazzettiIn this episode, we welcome Gustavo Razzetti into the studio to discuss creating a Fearless Culture where people can do the best work of their lives. Great work leads to happier people, both employees and customers. - Great CX is about understanding the right amount of "touch" to give - not too much and not too little - Culture is about behaviors and leaders must model those behaviors - Flexibility is key to employee satisfaction and creating a great workplace environment L...
2022-12-1020 minCustomer Service AcademyBring the Thankfulness and Dump the ExcusesIn this episode, I talk about gratitude and moving on from excuses in the new year. Happy Thanksgiving to you all! - This is an amazing time to show gratitude to your customers, employees, and your family - Small gestures, like giving away a turkey, still have value when coupled with a robsut recognition program - As we move into new year, dump the excuses about why something can't be done and embrace the spirit of possibilities It's time for the great...
2022-11-1920 minCustomer Service AcademyBuilding Trust by Delivering on Your Brand Promise With Jason BradshawIn this episode, I talk about the 3 principles to creating a customer focused culture. - Great companies reduce gap between expectations and realty when it comes to customer service - You can create raving fans by adding value and connections with customers before and after the sale - When you deliver on your promise consistently and honestly, you will build trust with your customers - Minimize pain to your employees so they pass that ease along to customers Learn more about...
2022-11-1337 minCustomer Service AcademyWhat Halloween Horror Nights Taught Me About Customer Price and Value PerceptionThis week I share what I learned about price, value, and buying preferences from Universal Studios Orlando's Halloween Horror Nights. - They are transparent about pricing and what you get for each level - They compare each level and make it easy to understand what you are purchasing - They live up to their commitments and deliver (mostly) on their promise for the RIP Experience. It's time for the great service comeback! Tony Johnson is a Customer Experi...
2022-10-2916 minCustomer Service AcademyA Proven Service Recovery Model When Things Go WrongIn this episode, I share a bit about the current state of customer service in the market, particularly with Disney here in Central Florida. I also share my proven method of service recovery and issue resolution. - Listen and Empathize with your customers when there is a probelm - Empathize and Aplogize or Acknoledge the problem - Resolve the issue and Notify leadership so that the solution is scaled and the issue is not repeated It's time for the great service comeba...
2022-10-1519 minCustomer Service Academy10 Customer Experience Rules For Business SuccessIn this episode, I share my 10 Customer Service Rules. Keep these in mind as you develop your CX strategies and programs. It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert...
2022-10-0222 minCustomer Service AcademyAre You Recession-Proofing Your Business Through Customer Experience?In this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession. - Use Customer Experience (CX) as a differentiator - Keep quality and value in mind as you set prices and offer services - As you collect feedback, make sure your customers know how you are using their comments to improve service for them It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynot...
2022-09-2521 minCustomer Service AcademyCompany Culture = Values + Behaviors With Jess PodgajnyIn this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand. - Personalization is key both in customer and employee experience - Teams want to feel like what they do each day contributes and has meaning - Empathetic leadership is key to listening and understanding employee needs, which will drive retention - Culture is a combination of values and behaviors that create your employer brand to attract great talent
2022-09-1121 minCustomer Service AcademyThe Lie Behind Quiet QuittingIn this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it. - Employees are pushing back on the idea of doing the work of 3 people and going above and beyond every moment of the day - Employee retention begins with communicating expectations and performance - Creating a culture through great training and recognition will help you cultivate employee advocacy and loyalty - Great employee engagement drives superior business and service outcomes
2022-09-0223 minCustomer Service AcademyTurning Spaces Into Places Where People Want to Be - A Conversation With Tony Johnson and Simon ElliotIn this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate. - The best solutions solve problems customer haven't even thought about yet - Customer are more comfortable making purchases at arms length, so giving them reasons to come to brick and mortar spaces will be key - When you think of workpalce experience as a product, you can turn spaces into places where people choose to be, rather than where they have to be Learn More: https://www.4xic...
2022-08-2134 minCustomer Service AcademyDefining Intentional Service BehaviorsIn this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day. - Make sure you have an intentional steps of service plan for your team - Take action on your Voice of the Customer (VOC) information - The details of your business and website tell a story about your brand and customer focus It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keyno...
2022-08-1317 minCustomer Service AcademyEmbracing Significant Leadership With Lauren SchiefferIn this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance. Great leadership is a catalyst for employee experince, which is a multiplier for amazing customer experiences. - Great customer journeys begin with communication - Leading with significance is about how many lives you can touch and influence positively - Great leaders elevate the results of others throughout the organization It's time for the great service comeback! Contactin...
2022-08-0628 minCustomer Service AcademyThe Business Case for Vacation and UnpluggingAs I head off on my first vacation in over a year, I want to share the power of unplugging, unwinding, and dreaming. Take your vacation time and use it to drive business results. - Vacation is great for your health and mental health - Getting away makes you more creative - Taking time off makes you a better leader and more productive. Take some time for yourself today - it's time for your comeback. Tony Johnson is a C...
2022-07-2521 minCustomer Service AcademyRecruiting and Retaining 5 Star Employees With Heenle TurnerIn this episode, I welcome Heenle Turner into the studio to talk about people, employee experience, and retention. - Great customer experiences are personalized and don't feel cookie cutter - Leaders often struggle to have uncomfortable conversations, but that is a key to improving performance and communication - When you have a team of 5 start employees they will recruit more great talent for you - Transparency and flexibility are the key attributes of employers of choice ...
2022-07-1622 minCustomer Service Academy4 Leadership and Service Lessons From Independence DayWe can learn so much from our Founding Fathers when it comes to leadership - particulalry from John Adams. Remember that great leadership fuels great employee experiences, which inspires hospitality and customer experience. - Believe deeply in your values - Be passionate - Value your family - Beware jealousy and workplace politics It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide...
2022-07-0317 minCustomer Service AcademyFinding Your Leadership Why With Dustin DaleIn this episode, I welcome Dustin Dale into the studio to discuss leadership and service. - The best customer experiences are transparent and straightforward - Great communicators tailor their messages to their employees to drive understanding - If you want to improve your recruitment and retention you must dig into what is causing people to leave - The pandemic shifted our mindset into more of a me focus rather than a team focus It's time for the great service comeb...
2022-06-2625 minCustomer Service AcademyWhat to Do When You Are Short StaffedIn this episode, I talk about protecting the customer + guest experience, even when you are short staffed. - Protect your team experience - Lean into tech - All hands on deck - Focus on high value products, services, and customers It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE...
2022-06-1817 minCustomer Service AcademyDreams, Goals, and Growth With Dane EspegardIn this episode, I welcome Dane Espegard into the studio. - The best service ensures that customers feel heard at every turn - Shooting for progress rather than perfection is a key way to focus on continuous improvement - Stretch goals are great ways to move beyond what we think of as possible - Taking the time to dream helps elicit passion and big ideas (and small important ones) https://daneespegard.com/...
2022-06-0725 minCustomer Service AcademyLeadership Lessons From Memorial DayIn this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend. Thank you. What can we learn? - Appreciation Matters - Leadership Matters - Training Matters - Dedication Matters It's time for your service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly...
2022-05-2817 minCustomer Service AcademyHelping Employees Understand Their Purpose (and retain them) With Laurie SudbrinkIn this episode, I speak with Laurie Sudbrink about engaging, retaining, and maximizing employee performance. Are you putting your employees first so they are enabled to serve customers? Constructive feedback and performance management go best when you start with a positive intent Communicate how each individual contributes to the mission and vision Great onboarding is about connection and reaching out before day one Visit Laurie at: https://www.lauriesudbrink.com/ It's time for the great service comeback! Tony J...
2022-05-2028 minCustomer Service AcademyLeadership Lessons From Harry PotterIn this episode, I share the leadership lessons we can learn from Harry Potter and how to bring to life in your daily work. - Managerial Courage Matters - Optimism is an attractive leadership leadership trait - Teams want to work for leaders with great character - You can't lead alone - it takes a team - Take the time build relationships It's time for the great service comeback! Tony Johnson is a Cu...
2022-05-0621 minCustomer Service AcademyCelebrating 100 Episodes and Sharing What We've Learned Along the WayThis episode is #100. In this episode I share: - The top five listener episodes - My favorite episodes - Lessons learned over the last 100 episodes - The consulting journey It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to...
2022-04-1527 minCustomer Service AcademyBuilding a Culture of Customer Focus + Employee Retention With Jodie JansenBuilding teams with resilience, flexibility, positivity, and kindness In this episode, I invite Jodie Jansen into the studio to talk about customers success and loyalty. - Understand why customers need technology - or any product - Great relationships are fueled by accountability on both sides - Customer health is an indicator of growth - Internally being crystal clear about expectations and responsibilities - Push your team to know the "why" behind the wo...
2022-04-0825 minCustomer Service AcademyThe 5 Customer + Employee Experience GuidelinesIn this episode, I talk about the 5 customer and employee experience guidelines. These will enable your team to deliver amazing service for your customers, guests, and consumers - and lead to increased loyalty and revenue. - Safety - Hospitality - Quality - Simplicity - Inclusivity It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly...
2022-03-2617 minCustomer Service AcademyTechnology and Innovation That Truly Solves Problems with Mouli ChandramouliIn this episode, I invite Mouli Chandramouli of Zan Compute into the studio to discuss technology, innovation, and customer focus. - Great customer experience is about solving real world problems - When deploying technology solutions pre-planning is crucial to success and ease of use - Make sure that your customers truly understand how to use your products for maximum benefit Learn More About Zan Compute: https://www.zancompute.com/ Support@zancompute.com cmouli@za...
2022-03-1930 minCustomer Service AcademyDo You Understand Your Customers or Just Think You Do?In this episode, we dive into the fundamentals of understanding your customers and acting on feedback: - Ask questions of those who love your business and those who have left you - Engage your employees to find out what customers are saying - Remember every customer comes with Problems, Wants, and Emotions - solving them is paramount to success It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wid...
2022-03-1317 minCustomer Service AcademyCreating High Performing Teams Who Provide Amazing Customer Experiences With Emily RansoneIn this episode, we welcome Emily Ransone into the studio to talk about communication and engagement. - Customer Service is very much about listening - Understand yourself first to lead your team more effectively - Learn if you are a Driver, Expressive, Analytical, or Amiable - Interview for your core values when hiring talent https://growthjunkiesunite.com/ You can reach Emily at efransone@gmail.com It's time for the great service com...
2022-03-0130 min