Table Service

Tavolo Ventures LLC

From support to success and beyond - we talk with the people and companies building the future of customer experience. Presented by Tavolo Consulting.

  1. 4d ago

    Clear Is Kind: Feedback, Curiosity, and Leading People Well with Shmuel Saklad (Table Service 301)

    Jordan Hooker talks with Shmuel Saklad, Senior Manager in B&H Photo's Enterprise Accounts Department, about what kindness looks like in leadership. Shmuel argues that kindness isn't softness or silence. It's clarity, honesty, and curiosity applied with empathy, and avoiding hard conversations ends up hurting both the leader and the person being led. What we coverWhy "clear is kind" matters more than letting things slide to be niceHow leaders mistake avoidance for kindness, and the excuses they use to justify itShmuel's feedback progression: confirm expectations were clear, diagnose whether the gap is knowledge, skill, or capability, coach with repetition, then get more direct if the issue continuesHow unclear expectations create conflict, and how unchecked accountability erodes morale, engagement, and trustThe fear of hypocrisy when giving feedback, and the challenge of moving from peer to managerWhy to act, not react, and wait until you can respond thoughtfullyHow to build a culture where your team feels safe giving feedback upwardKey moments01:58 Kindness is not avoidance03:27 Why "clear is kind"07:49 First question before any feedback: were expectations actually clear?08:47 Diagnosing knowledge, skill, or capability12:29 Why leaders avoid feedback15:24 The fear of being a hypocrite19:48 Advice for moving from peer to manager22:07 Why leaders shouldn't react in the moment25:34 Becoming a leader people feel safe giving feedback to27:50 Closing thought: be curious, not judgmentalQuotes"Clear is kind.""Act, don't react.""Be curious, not judgmental."Resources mentionedBrené Brown and Kim Scott (Radical Candor) ConnectShmuel Saklad: https://www.linkedin.com/in/shmuel-saklad/Jordan Hooker: https://www.linkedin.com/in/jordanhooker/Previous episode with ShmuelSeason 2, Episode 8: Building the Next Generation of Support Leaders with Shmuel Saklad

  2. Jul 1

    The Real Work Comes After the Motto with Justin Robbins (Table Service 212)

    Most companies get stuck in the promise — but Justin Robbins reveals how truly great organizations go beyond words to create meaningful, lasting impact. If you've ever wondered why your team’s culture feels disconnected from your mission, or why even the best tools sometimes fall short in delivering exceptional customer experiences, this episode uncovers the hidden system that powers real change. Justin Robbins, a customer experience expert and author of More Than a Motto, shares how organizations can bridge the gap between promises made and experiences delivered. He breaks down the slow erosion of trust that happens through small cultural drift, and the habits high performers use to spot it before it becomes a bigger problem. You’ll also learn why culture’s heartbeat is one of the biggest drivers of sustainable success. Want to connect with Justin? Find him on LinkedIn Want to learn more about Metric Sherpa? Find them here Want to learn about More Than a Motto? Find it here Want to connect with Jordan? Find him on LinkedIn

  3. May 27

    Building clarity, intentionality, and trust—layer by layer with Sarah Caminiti (Table Service 211)

    Host Jordan Hooker is joined by Sarah Caminiti, Head of Business Transformation at Support Ninja and the host of the CX Roundtable podcast. They talk about building clarity, intentionality, and trust—layer by layer, so automation becomes an asset, not a patchwork of band-aids. Want to connect with Sarah? Find her on LinkedIn Want to learn more about Support Ninja? Find them here Want to hear the CX Roundtable Podcast? Find it here Want to connect with Jordan? Find him on LinkedIn

  4. Feb 5

    Building a performance system, not a theater program with Zack Hamilton (Table Service 210)

    Host Jordan Hooker is joined by Zack Hamilton, author of the Experience Performance System™ and host of the Unf*cking Your CX Podcast - they dig in to what it means to build CX programs that drive outcomes, how CX leaders earn a seat at the table, and what teams get wrong about AI. Want to connect with Zack? Find him on LinkedIn: https://www.linkedin.com/in/zackhamilton/ Want to learn more about the Experience Performance System? https://www.theexperienceperformancesystem.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

  5. Jan 21

    Transforming support from cost center to strategic driver with Grant Stanis (Table Service 209)

    Grant Stanis, CEO of TeamSupport, shares insights on the transformation of customer support from a cost center to a strategic driver of retention and growth. He emphasizes the importance of ruthless prioritization, building a community of support leaders, systematizing support applications, and strategic time management for support leaders. The conversation delves into the importance of data-driven decision-making in support, the differences between B2B and B2C support, and the role of support managers in understanding and meeting the needs of their organizations. Takeaways Ruthless prioritizationBuilding a community of support leadersSystematizing support applicationsStrategic time management for support leaders Data-driven decision-makingDifferentiating B2B and B2C support Want to connect with Grant? Find him on LinkedIn: https://www.linkedin.com/in/grantstanis/ Want to learn more about TeamSupport? https://www.teamsupport.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

  6. Jan 12

    Building the next generation of support leaders with Shmuel Saklad (Table Service 208)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Shmuel Saklad, Senior Manager, Customer Experience & B2B Contact Center Operations at B&H Photo Video. They dig into building a culture of excellence in support and how leaders can identify and build future leaders. Want to connect with Shmuel? Find him on LinkedIn:   / shmuel-saklad   Want to connect with Jordan? Find him on LinkedIn:   / jordanhooker

  7. Jan 12

    Empathy, context, and continuous improvement with Karen Lam (Table Service 207)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Karen Lam, Director of Customer Support at Top Hat. They dig into empathy in support, the importance of context, the growth of AI in the space, and building a culture of continuous improvement. Want to connect with Karen? Find her on LinkedIn:   / karenklam   Want to learn more about Top Hat?: https://tophat.com/ Want to connect with Jordan? Find him on LinkedIn:   / jordanhooker

  8. 10/22/2025

    Playbooks for modern leaders with Ty Givens (Table Service 206)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Ty Givens, founder and CEO of CX Collective, about her extensive experience in customer experience leadership. They discuss the challenges of managing teams, the importance of playbooks, and the evolving landscape of customer support with the rise of AI. Ty shares insights on empowering women in leadership roles and the significance of understanding the realities of management. The conversation emphasizes the need for leaders to adapt to rapid growth and the importance of creating supportive environments for their teams. Want to connect with Ty? Find her on LinkedIn: https://www.linkedin.com/in/tybryantgivens/ Want to learn more about CX Collective? https://www.cxcollective.com/ Check out CX Collective's Playbooks: https://www.cxcollectiveadvantage.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

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5
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About

From support to success and beyond - we talk with the people and companies building the future of customer experience. Presented by Tavolo Consulting.

Information

  • Creator
    Tavolo Ventures LLC
  • Years Active
    2025 - 2026
  • Episodes
    33
  • Rating
    Clean
  • Copyright
    © 2026 Tavolo Ventures LLC
  • Show Website
    Table Service