Customer Service Revolution

Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse? On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects. Uncover the secrets behind reducing non-revenue inquiries and boosting overall service efficiency, setting the stage for a revolution in customer and employee experiences. John welcomes Bob King, the brilliant mind behind "The Joy of Closing." From his roots in filmmaking to becoming a sales expert, Bob shares his fascinating journey and the pivotal lessons learned along the way. Discover how building trust with customers and crafting clear, effective presentations can turn any salesperson into a closer. Bob provides insights into the nuances of sales, emphasizing the distinction between simply presenting a product and genuinely addressing customer resistance to secure a sale. Finally, we dive into the art of successful sales pitches and the importance of genuine human interactions. Learn the strategies for creating urgency without pressure, handling price objections effectively, and identifying essential skills in potential sales candidates. The episode wraps up with a discussion on embracing challenges and thriving under pressure. Hear personal stories illustrating how resilience and a positive mindset can guide companies through tough times, ensuring that every challenge becomes an opportunity for growth and excellence. Join us for an episode teeming with actionable insights and inspiring stories to help you elevate your customer service and sales skills to new heights. Here are just a few takeaways: Transforming customer service operations by addressing website defects Insights on reducing non-revenue inquiries to boost customer satisfaction Bob King's path from filmmaking to sales expertise The importance of storytelling and trust in closing sales Making the distinction between salespeople and closers and the value they bring Effective strategies for handling price objections and creating urgency Some personal stories on thriving under pressure and leading with resilience Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.joyofclosing.com bob@joyofclosing.com www.tiktok.com/@joyfulcloser www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their "ikigai," or purpose, we discuss how these efforts can boost job satisfaction and create a committed workforce. We dive deep into the impact of employee engagement on organizational success. Highlighting the dangers of treating employees simply as hourly workers, we examine the ripple effect of a disengaged staff on customer satisfaction. With practical advice on recognizing achievements, creating fun work environments, and providing unique benefits, we share how to keep your team motivated and invested in their roles. John and Dave's conversation explores the role of fear in stifling growth and innovation within organizations. Featuring insights from leaders like Charlie Kim of Next Jump and data from Bain & Company, we emphasize the importance of regular one-on-one meetings and empathetic leadership. Learn how adopting a "no layoff" policy and understanding employees' personal aspirations can significantly boost engagement and mental wellness, ultimately leading to a thriving work environment. Here are just a few takeaways: Strategies from "The Employee Experience Revolution" to enhance retention and engagement The importance of nurturing a culture of gratitude and continuous investment in employees Practical approaches for recognizing achievements and creating fun work environments The role of empathy and compassion in leadership to address fear and promote growth How regular one-on-one meetings can support personal and professional development The benefits of unique perks like maid services and career path opportunities How employee engagement impacts customer loyalty and organizational profitability Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman's "Never Lose an Employee Again" and Dan Heath's "Making Moments Memorable," we tackle the often-overlooked pre-start phase, the significance of the job offer, and the critical first day. Through startling statistics on employee ghosting and pre-start attrition, we highlight the urgency of effective onboarding to keep your best hires from slipping through your fingers. John shares best practices for new employee orientation, focusing on the power of storytelling and emotional engagement. Discover innovative techniques like scavenger hunts for policy education and the importance of regular check-ins to ensure new hires feel supported as they settle in. We also delve into crafting impactful soundbites that instill pride and ownership in new employees, inspired by Chick-fil-A's approach. Learn how a seamless transition from the interview process to onboarding can maintain the enthusiasm of new recruits and create a world-class employee experience right from the start. Tune in for insights that could revolutionize your onboarding process and set your company apart. Here are just a few takeaways: The importance of creating memorable and engaging onboarding experiences to combat employee ghosting and pre-start attrition Strategies to transform job offers and first days into milestone moments Best practices for new employee orientation, including storytelling, scavenger hunts, and regular check-ins to foster community and re-engagement Techniques to utilize soundbites for instilling pride and seamless onboarding transitions Combining new and existing employees during orientation to build community and re-engagement Practical tips for enhancing the onboarding process, such as sending pre-start emails, personalizing welcome gifts, and organizing engaging activities Maintaining employee enthusiasm and commitment from the pre-start phase through their first 90 days Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Can frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA). John and Shep's conversation dives deep into the shifts in customer satisfaction, particularly in the wake of the pandemic. We explore how the American Customer Satisfaction Index (ACSI) has fluctuated and why excellent service remains indispensable in B2B and B2C contexts. Real-world examples illustrate how even industries bound by long-term contracts must prioritize customer experience to sustain their business. Shep Hyken's insights on customer loyalty and the importance of friendly, knowledgeable staff offer essential takeaways for any business leader aiming to thrive in today's competitive environment. As we look to the future, John and Shep discuss the evolving role of AI in customer service. With 62% of customers expecting AI to become a primary service mode, we examine why current self-service options often fall short and how businesses can better implement AI technologies. Addressing concerns around privacy and job displacement, we highlight that AI will likely shift roles rather than eliminate them, maintaining the human touch that is vital for exceptional customer experience. Tune in for a thought-provoking episode that challenges conventional wisdom and provides strategies for creating exceptional customer and employee experiences. Here are just a few takeaways: Insights from shuttle bus drivers on improving guest experiences The importance of regular focus groups with frontline employees How the pandemic has impacted customer satisfaction levels, referencing the American Customer Satisfaction Index (ACSI) The criticality of excellent service in both B2B and B2C industries, including real-world examples Shep Hyken's findings on factors that drive customer loyalty, emphasizing friendly and knowledgeable staff Examining the evolving role of AI in customer service, current shortcomings, and future expectations Transforming employee experiences to enhance customer service and overall business health A personal story about expressing love and appreciation in relationships, tied to a broader message of valuing the present moment Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale hyken.com/research www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Can AI revolutionize customer service? In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape. Joel reveals how integrating advanced technologies can enhance customer interactions across phone, email, social media, and online chat while also addressing the industry's fears and resistance to the potential replacement of human roles. Have you ever wondered how virtual avatar interviews could streamline the hiring process? Joel walks us through the groundbreaking use of digital avatars in recruiting at Five Star Call Centers. These virtual interviews allow candidates to present their skills without disrupting their current jobs and provide recruiters with detailed insights into qualities like empathy and enthusiasm. It's a win-win situation that saves time, increases transparency, and gives a comprehensive understanding of each candidate's suitability for the role. We also delve into the future of employee training and measuring customer satisfaction through AI integration. Joel discusses how AI-driven training modules can be customized to fit individual needs, allowing for a flexible, personalized learning experience. Moreover, we highlight the power of real-time CSAT monitoring, which provides immediate feedback and helps quickly address systemic issues. Join us to discover how Five Star Call Centers is setting a new standard in customer service and workforce optimization. Here are just a few takeaways: Revolutionizing customer service with AI integration at Five Star Call Centers Leveraging AI and machine learning to enhance customer experiences across multiple channels Innovative hiring processes using virtual avatar interviews to gain deeper candidate insights AI-powered, customized employee training modules for improved agent performance. Real-time customer satisfaction (CSAT) monitoring and feedback to optimize service quality Utilizing workforce management systems like the Hive for performance metrics and speech analytics Addressing challenges and opportunities in AI adoption within the customer service industry Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale fivestarcallcenters.com joel.sylvester@fivestarcallcenters.com www.linkedin.com/in/joel-sylvester-3a454344 www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Can the way you treat job candidates transform your organization's success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it's imperative to treat candidates as valued customers and how moving beyond the old-school screening processes can help attract top talent. From offering opportunities for growth and flexibility to fostering a rich company culture, we share insights on creating an engaging and memorable hiring journey. We focus on aligning hiring practices with your company's core values. Sharing personal stories and reflecting on the impact of joining small organizations, we underscore cultural fit, especially during tough times. Learn how to maintain high standards in hiring, avoid the "labor shortage" mindset, and leverage unique value propositions to stand out from larger competitors. Our discussion reveals the need for innovative screening methods and preserving your company's reputation while striving for growth. John and Dave also explore innovative recruitment strategies that gauge a candidate's enthusiasm and fit. From video cover letters to personalized welcomes, we delve into creative approaches that enhance the recruitment experience. Hear the power of personal connection and how subtle behaviors can indicate a candidate's suitability for customer-facing roles. Learn best practices for involving team members in the hiring process, conducting multiple interviews, and utilizing "shadow days" to ensure candidates resonate with your company's mission and culture. Join us on this episode to get actionable tips for attracting and retaining top talent that aligns with your company's vision. Here are just a few takeaways: Revolutionizing the recruitment process by treating job candidates as valued customers and enhancing their experience Aligning hiring practices with company values for better cultural fit and long-term success Overcoming the "labor shortage" mindset by maintaining high hiring standards and offering unique value propositions The significance of a strong, well-defined company culture in attracting the right talent Creative recruitment strategies like video cover letters and personalized candidate welcomes Interview techniques that assess soft skills and behaviors beyond just qualifications The power of personal connection The lasting impact of making candidates feel valued and important Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service? On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants to creating a unique approach to personal and professional growth. Hear how unexpected sources of feedback can improve customer experiences and learn about the lessons Jason learned throughout his remarkable career. Jason opens up about overcoming personal adversity and the power of daily habits. From the tragic loss of close friends to the triumph of finding purpose, Jason's story is a testament to the resilience of the human spirit. He discusses the impact of structured routines, early morning workouts, and quality family time in shaping a life full of meaning and purpose. Learn how Jason instills these values in his children, aiming to raise successful, kind, and thoughtful individuals. Finally, we delve into the foundations of the Live 100 program, starting with a free self-assessment available on Jason's website. Learn how a clear mindset and living in the present can help you manage stress and overcome obstacles. Jason shares practical advice on breaking bad habits and discusses the value of a supportive community in achieving personal growth. This episode is filled with actionable insights and inspiration to elevate every aspect of your life. Here are just a few takeaways: Jason Yarusi's unconventional path from working in bars to creating the Live 100 program for personal and professional growth Leveraging feedback from unexpected sources like shuttle bus drivers to enhance customer service experiences Overcoming personal adversity The importance of daily habits, structured routines, and quality family time for personal growth Instilling values in children to raise kind and thoughtful leaders Introduction to the Live 100 program, including a free self-assessment tool to help individuals identify areas for improvement Self-awareness, breaking bad habits, and the support of a community to achieve success Jason's experience in real estate, from flipping homes to managing multifamily units How real estate ties into Jason's philosophy of personal development Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get John's latest book, The Employee Experience Revolution - thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale Jasonyarusi.com podcasts.apple.com/us/podcast/live-100-podcast-with-jason-yarusi/id1699229023 www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Have you ever met someone whose mere presence lights up the room? That's the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the "Employee Experience Revolution" and how happiness and attitude play a pivotal role in enhancing the customer journey. It's not just about the skills on a resume. It's the natural inclination to serve that makes a difference. We're sharing personal stories and practical interview tips to help you identify these qualities during your hiring process. Imagine your company filled with employees who understand the power of being a "CEO of the moment"—individuals who take charge of every customer interaction with empathy and genuine care. Our conversation turns to the innovative world of interviewing techniques, where we share strategies to find those unique candidates who will fit your culture and propel it forward. We've even included a chapter that unpacks crafting customer experience interview questions that can reveal the nature of a candidate's service attitude. Ultimately, it's about fostering an environment where employees can lead extraordinary lives, both personally and professionally. With Dave's insights and collective wisdom, we explore the impact of nurturing a workspace that values growth and fulfillment. Prepare to transform your team into ambassadors of customer experiences. We're on a mission to enrich lives—one customer, one employee at a time. Here are just a few takeaways: Hiring based on attitude and service aptitude Embedding empathy and joy in the brand through hiring practices Techniques for interviewing candidates to uncover genuine enthusiasm for customer service Strategies for creating a positive employee journey that leads to customer delight Using innovative interviewing methods like action statements and "day in the life" videos The concept of being a "CEO of the moment" to foster a culture of exceptional service Building workplaces that support employee growth and inspire extraordinary work lives Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Can you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of "Make Your Brand Legendary," joins John to inspect the shifts in customer service and employee experience. We tackle the "employee roulette" and the "five Es" of hospitality that every brand should embody. Scott's insights, rooted in his tenure at Chick-fil-A headquarters, reveal how a happy workforce is essential for a company's longevity and prosperity. Welcome to the age of AI, where digital interns hold the promise of a corporate revolution! We peel back the curtain on artificial intelligence in the business world, likening it to a cohort of interns full of potential but in need of guidance. For smaller businesses, the strategic adoption of AI can enhance productivity and customer interactions. We dive into the practicalities of incorporating AI into day-to-day operations, from chatbots that manage customer inquiries to AI platforms that breathe life into visual content creation. John and Scott venture into the impact of AI on industries far and wide. Imagine AI-integrated sensors cutting costs in port crane operations or revolutionizing construction sites. We explore how AI might soon transcend administrative tasks in physical spaces like salons and restaurants, reshaping the service experience. Fast forward to the future, we foresee AI's influence in fashion and hairstyling, where virtual design may soon demand a new breed of professionals. Tune in to explore an industry on the brink of AI-driven change. Here are just a few takeaways: The role of customer service and employee experience in brand building The integration of AI into customer experience strategies with Scott Wozniak, CEO of Swoz Consulting An analogy of AI as interns: potential-filled yet requiring guidance How small businesses can responsibly adopt AI technologies The practical application of AI in business for tasks like customer communication and content creation. AI's impact on industries through integration with sensors, improving efficiency in fields like port logistics and construction The future potential of AI in fashion and hairstyling, forecasting changes in the industry and emerging new professional roles Examining the limitations and current state of AI Appropriate timing for businesses to adopt AI technologies. Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale ScottWozniak.com www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written. On this episode of The Customer Service Revolution, that's the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered the storms of change for nearly a century. With roots tracing back to his great-grandfather Hyman, who founded the company in 1933, Brian's tale is one of resilience, foresight, and commitment to values that transcend generations. He takes us through the evolution of this family empire and the cultural bedrock that has allowed Famous Supply to flourish while still retaining the spirit of entrepreneurship that sparked its inception. Venturing into succession planning, Brian peels back what it takes to usher a fourth-generation family business into the modern era. It's a balance between respecting the old while courting the new, and Brian shares how navigating these transitions is an art and a strategy. We get an insider's look at the challenges of earning respect within the company ranks, what it takes to build a supportive team, and the bravery required for sweeping changes that keep a business running and sprinting into the future. You'll hear Brian's reflections on the mark left by his late grandfather, Jay Blaushild. He illustrates how Jay's leadership style—a blend of personal connection and a knack for innovation—became the cornerstone of the company's culture. We then explore leadership development within Famous Supply, where passion outweighs resumes, and a commitment to nurturing talent from within created a vibrant, dynamic workplace that feels more like a community than a corporation. This episode reflects a family's legacy interwoven with the fabric of their business, an example of passion, mentorship, and leading with heart. Here are just a few takeaways: Brian Blaushild's journey leading a fourth-generation family business, Famous Supply, with its nearly century-long history The balance between honoring legacy while driving innovation and modernization in succession planning The influence of Jay Blaushild's leadership style on the company's culture and the personal impact on Brian Cultural fit in hiring practices and maintaining the company's foundational values Strategies for developing leaders within the company, emphasizing passion and commitment over formal education Continuous learning and adapting to technological changes to keep the business competitive Reflections on the significance of family legacy and mentorship in shaping the future of Famous Supply Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog The Employee Experience Revolution book - thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.famous-supply.com www.linkedin.com/in/brian-Blaushild-05b9895 www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.