Elevating Brick & Mortar

ServiceChannel
  • 5.0 (20)
  • BUSINESS
  • UPDATED BIWEEKLY

In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”

  1. 12/16/2025

    How Primark Blends Storytelling and Store Design

    Jessica Garbarino of Primark U.S. discusses the challenges and opportunities of building brand awareness in a new country. She highlights the importance of storytelling and making emotional connections with customers. She and Sid dive into in-store experience, local community design, and a measured growth strategy.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. Primark is an international fashion retailer employing more than 80,000 colleagues across 17 countries in Europe and the US. It was founded in Ireland in 1969. Guest Bio: Jessica Garbarino leads internal and external communications for Primark in the United States. As a member of the US Leadership Team, Jess is part of the team growing the US business and taking Primark from an unknown brand to a mainstay for American shoppers across the country. Jess has worked across iconic brands in the US to build brand heat and connect consumers with purpose and values. Most recently Jess worked on Reebok's social purpose team, driving storytelling around Reebok's pillar social purpose program BOKS, now Active Kids Active Minds. Timestamps: 00:49 - About Primark 02:02 - Jessica’s journey 04:54 - Storytelling as a brand 08:00 - Introducing a new brand 11:08 - Do Americans shop differently? 17:35 - The myth of the mall 28:47 - How to focus on your staff 33:11 - Digital experiences in stores 40:20 - Where to find Jessica 41:55 - Sid’s takeaways SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Links: Connect with Jessica on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    42 min

  2. 12/02/2025

    How FM Teams Drive Brand Success with Tom Kay, Managing partner at Efficio advisors

    Tom Kay says the industry is at an inflection point — with technology, talent, and consumer expectations all shifting at once. Tom describes how facilities can shape the customer experience every day, and has never been more essential. The teams who embrace data, modern tools, and continuous upskilling will lead the next chapter of the built environment.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. Today, we talk with Tom Kay, managing partner at Efficio Advisors. Efficio partners directly with CEOs and boards to cut through distraction, mitigate risks before they surface, and unlock sustainable growth. TIMESTAMPS 01:18 - About Tom 04:20 - Advising the industry 12:34 - Is FM misunderstood? 18:00 - The talent gap 31:00 - The impact of new tech 45:35 - Future thinking 52:42 - Where to find Tom 53:09 - Sid’s takeaways SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Tom on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    53 min

  3. 10/14/2025

    Reducing Downtime, Costs, and Carbon in One Move with Nish Kanapilly and Rahul Subramany, Co-Founders of Monaire

    Nish and Rahul discuss the major challenges facing our industry: high costs and complexity of traditional systems, a lack of real-time data, and the need for more proactive and predictive maintenance. Then they offer their solutions.  Welcome to Elevating Brick and Mortar, a podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Nish Kanapilly and Rahul Subramany, Co-Founders of Monaire. Monaire uses state-of-the-art diagnostics to predict HVAC and refrigeration issues before failure. Monaire promptly dispatches technicians to address issues, thereby preventing downtime, food waste, and energy waste.   About Nish: With 16+ years in HVAC, Nishant Kanapilly, a mechanical engineer and MBA, excels in sales strategy. Multiple sales awards highlight his success in expanding market share, revenue, and profit. A seasoned presenter at local and national conferences, he brings top-level insights from his role as Sales Leader at Trane Technologies. About Rahul: Rahul Subramany is deeply committed to addressing climate change and its effects on our world and all who live in it. At Monaire, he’s channeling this passion into action. He builds products to help the Monaire team deliver breakthroughs in sustainable heating and cooling technologies. The team’s goal is to significantly lower carbon emissions and pave the way for a greener, more sustainable future. TIMESTAMPS: 01:23 - About our guests 06:07 - What Monaire solves for 16:50 - Asset management 22:43 - Making management predictive 35:00 - Tying our business to our customers 41:00 - Why is sustainability so hard? 45:48 - Diving into AI 53:54 - Where to find our guests SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Nish on LinkedInConnect with Rahul on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    55 min

  4. 09/23/2025

    Transforming Frontline Work with Aaron Salow, CEO of XOi Technologies

    Aaron addresses the skilled trades gap, operational efficiency, and customer service. He also highlights the critical role of technology in supporting and elevating the skilled trades, and the future of tech in the industry. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Aaron Salow, CEO of XOi Technologies. XOi provides digital tools for techs on site, and connects people from all part of the field service ecosystem with the equipment they service. GUEST BIO   Aaron Salow grew up around his family’s factory, where he worked through high school and college. As a professional, he continued to pursue work in manufacturing and construction. As an entrepreneur and an employee in these industries, he continued to grow his experience and admiration for the people that make this country run. Whether it was hub components for heavy trucks, or a clean room for the Department of Defense, the fingerprints of hard work and resolve was evident everywhere he spent time. Aaron quickly noticed that less and less people want to go into the skilled trades. He started XOi to solve the biggest problem every company in blue-collar industries are facing today: a skilled trades gap. They are struggling to answer the question: "in the face of a growing skills gap, how do we grow?" His mission at XOi is to help companies answer this question. TIMESTAMPS 00:28 - About XOi Technologies 01:02 - Aaron’s journey 04:52 - Reframing the college narrative 16:20 - Getting buy-in 29:51 - Evolving consumer expectations 35:48 - Let’s talk about AI 48:05 - Future thinking 49:35 - Where to find Aaron SPONSOR ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS Connect with Aaron on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    51 min

  5. 09/09/2025

    How to be a Store-In-Store Success with Joe Gordon, Chief Supply Chain and Technology Officer at Krispy Krunchy Chicken

    Joe describes his unique business model, which operates in convenience stores rather than standalone locations. With a focus on consistency, quality, and brand experience, Krispy Krunchy Chicken has grown to over 3,400 locations. Joe also highlights the importance of strong supply chain management, brand awareness, and good culture.  Welcome to Elevating Brick and Mortar.  A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Joe Gordon, Chief Supply Chain and Technology Officer at Krispy Krunchy Chicken. Krispy Krunchy Chicken operates nearly 3,400 quick-serve locations and provides foodservice solutions for convenience stores, truck stops, universities, casinos and more across the U.S. TIMESTAMPS: 00:21 - About Krispy Krunchy Chicken 01:05 - Joe’s journey 12:32 - Commitment of the licensee 14:47 - C-store consistency 19:14 - Scaling for growth 24:14 - Spreading brand awareness 31:14 - Industry trends 37:00 - Future thinking 44:00 - Where to find Joe 44:24 - Sid’s takeaways SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Joe on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    44 min

  6. SEASON 5 TRAILER

    Season 5 Trailer

    Tune in for Season 5, streaming wherever you get your podcasts.

    1 min

  7. 06/06/2025

    Bringing Humanity to Your Service Model with Melissa Ng, SVP of Design and Construction at CAVA

    Melissa emphasizes the importance of human interaction in the dining experience, the role of continuous improvement, and the integration of sustainability practices. Sid and Melissa also discuss the evolving expectations of consumers for values-driven brands and the necessity for businesses to adapt their physical spaces to meet these demands. Welcome to Elevating Brick and Mortar.  A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Melissa Ng, SVP of Design and Construction at CAVA. CAVA is a Mediterranean fast casual restaurant chain with locations across the United States. Cava is owned by the publicly traded Cava Group. GUEST: Melissa Ng is SVP of Design & Construction at Cava Grill, and oversees the growth and evolution of Cava’s portfolio through new restaurant builds, a conversion program, and design innovation projects. Prior to that, she was Head of Design & Construction for Blink Fitness, when the Brand was growing via new Corporate and Franchise locations, as well as enhancing their Digital Offering to members. From 2012 to 2018, Melissa held various roles at Chipotle Mexican Grill, including Retail Design Director overseeing the Development Lab. During that time, her team created 3 new Restaurant Prototypes, and executed pilot projects to support the company’s Digital Ordering Channels. Earlier in her career, Melissa oversaw Corporate Workplace design at TD Bank Group, and designed Flagship stores for the Victoria’s Secret Pink Brand. Melissa has a background in Architecture and holds a BA from Cornell University. TIMESTAMPS 00:31 - About CAVA 01:06 - Melissa’s journey 04:38 - CAVA’s mission 21:00 - How to ensure consistency 19:11 - Reacting to high consumer expectations 30:37 - ESG practices 37:25 - About Project Soul 41:12 - Find Melissa Ng on LinkedIn SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Melissa on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    40 min

  8. 05/14/2025

    Behind the Brew: How Dutch Bros Builds for Joy, with Heather Robison, Facilities Manager at Dutch Bros Coffee

    Heather Robison describes the importance of consistency and culture in creating a great customer experience. She also  shares the secrets to success behind Dutch Bros’ rapid growth from a small-town coffee cart to plans for over 2,000 locations.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Heather Robison, Facilities Manager of Dutch Bros Coffee. Dutch Bros is a drive-thru coffee company founded in 1992, with over 900 locations across 18 states.  GUEST BIO: Heather has over 15 years of experience in strategy and growth with a customer focus. She advocates for people over costs, people over profits, and respecting the people on business’ front lines. In her free time she participates in RFMA, CASA, WFF, and organizations that support better outcomes for children in foster care. for days and days and thousands of gallons of water going down the drain. TIMESTAMPS: 00:17 - All about Dutch Bros 06:26 - The role of the physical space 09:43 - Heather’s story 15:25 - The challenge of consistency 25:20 - The impact of COVID 36:31 - Are robots on their way? 38:48 - The future of facilities 45:17 - Sid’s takeaways SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Heather on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    45 min
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Trailers

5
out of 5
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About

In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”

Information

  • Creator
    ServiceChannel
  • Years Active
    2022 - 2025
  • Episodes
    62
  • Rating
    Clean
  • Copyright
    © ServiceChannel
  • Show Website
    Elevating Brick & Mortar

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