Elevating Brick & Mortar

ServiceChannel
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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. -4 ДН.

    Franchise Foundations: The Role of Site Selection and Design with Ryan Rao, Chief Development Officer at VIO Med Spa

    Ryan shares how the brand scaled from a single Ohio location to 65 franchises across 20 states by prioritizing franchisee selection, site psychology, and a curated in-location experience. He breaks down what it takes to maintain brand consistency at scale and how a membership model creates loyalty that holds even in tough economic conditions.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today's episode, we talk with Ryan Rao, Chief Development Officer at VIO Med Spa. With an experienced career, Ryan has helped grow VIO from its founding in 2017 into one of the country's top-ranked med spa franchise concepts, now operating in 20 states and counting. Guest Bio: Ryan Rao is a passionate franchise professional who co-founded Apex Franchise Development Group, a full-service, highly professional business development solution for brands that want to franchise their business or take their current franchise business to the next level. With his entrepreneurial spirit and passion for franchising, Ryan has consulted for multiple franchise-based businesses that grew into national and international brands with a focus on unique and differentiated business models.  Ryan has vast experience in franchise sales, real estate, start-up financing, and the intricacies of growing and developing a brand. He is always looking for new challenges and ways to innovate and improve the franchise industry. TIMESTAMPS: 01:06 - About VIO Med Spa: Brand, services & history 04:56 - Ryan's path into franchising 09:03 - Differentiating in a competitive wellness market 12:40 - Site selection & brand standards across locations 20:52 - VIO’s brand & digital refresh 26:59 - Pre- vs. post-COVID consumer mindset & AI strategy 37:12 - Advice for franchise leaders & what's next for VIO SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experience Living up to brand standards Operating with minimal downtime ServiceChannel 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 Ryan on LinkedIn Connect with Sid Shetty on Linkedin Check 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.

    41 мин.

  2. 24 АПР.

    From Buzzwords to Business Impact: AI’s Role in Facilities Management with Rigvi Chevala, CPTO at ServiceChannel

    Rigvi breaks down what truly useful AI looks like, grounded in outcomes like spend optimization, revenue protection, and predictive maintenance, not just convenience features or marketing buzz. He also makes the case that AI won't replace FM professionals, it will finally let them do the job they were always meant to do. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today's episode, we talk with Rigvi Chevala, Chief Product and Technology Officer at ServiceChannel. With over 20 years in B2B SaaS across industries ranging from local marketing to trucking to real estate, Rigvi brings a uniquely cross-industry lens to the challenges and opportunities facing facilities management today. Guest Bio: Rigvi is an experienced management executive with strong leadership skills and over 20 years of experience in software and product development and has led multiple product lines with >$200M in ARR. He manages and and executes product roadmaps and organizational strategy with experience in evolving B2B SaaS products and reusable digital platforms. TIMESTAMPS: 00:52 - About ServiceChannel 04:19 - What surprised Rigvi about facilities 08:47 - Key unsolved challenges in the industry 11:37 - Defining useful AI vs. marketing noise 15:08 - Breaking down AI types (generative, agentic, computer vision) 28:33 - Why 90% of AI initiatives fail 33:54 - Will AI replace FM roles? 39:37 - Advice for leaders evaluating AI tools SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experience Living up to brand standards Operating with minimal downtime ServiceChannel 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 Rigvi on LinkedIn Connect with Sid Shetty on Linkedin Check 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.

    43 мин.

  3. 24 МАР.

    Protecting Reputation Through Proactive Service, with Michelle Nolen of Truly Nolen

    Michelle describes how Truly Nolen’s “Yellow Standard” prioritizes proactivity over reactivity and innovating with purpose. She also emphasizes that great customer outcomes start with taking great care of employees.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Michelle Nolen, owner of Truly Nolen. Founded in 1938, Truly Nolen is one of the largest family-owned pest control companies in the United States.  Guest Bio: Michelle is an experienced executive in marketing, strategy and enterprise level project management. She’s a strategic consultant and innovative problem solver to Fortune 100 companies, large family owned businesses and entrepreneurs. Community focused and driven, Michelle always strives for immediate and sustained success. TIMESTAMPS: 00:44 - About Truly Nolen 04:15 - Leadership in a family business 08:14 - The Yellow Standard 12:55 - Evolving customer expectations 22:55 - The skilled trades gap 26:55 - Gauging success 32:19 - Advice for young leaders 34:28 - Where to find Michelle SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experience Living up to brand standards Operating with minimal downtime ServiceChannel 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 Michelle on LinkedIn Connect with Sid Shetty on Linkedin Check 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.

    36 мин.

  4. 28 ЯНВ.

    How to Scale Brands without Losing their Soul, Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands

    Christopher shares a career spent in restaurants, not just behind a desk. He emphasizes the importance of focusing on KPIs before investing in technology, and standardizing operations while preserving your brands’ identity. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands. Craveworthy Brands was founded in 2022 to invigorate legacy restaurant brands while nurturing and growing emerging brands.  GUEST BIO Christopher is a tech savvy restaurant leader with over 20 years of experience in food and beverage. He’s had roles in Restaurant Operations, Learning and Development, Marketing, IT, Software Development, and Sales. He spends his time giving back to his community by mentoring local students and helping entrepreneurs reach their goals. TIMESTAMPS 00:43 - About Craveworthy Brands 04:50 - Chris’ journey 10:02 - Competing for attention 13:16 - Gaining loyalty 15:52 - The promise of off-premise catering 23:23 - The challenge of tech in restaurants 36:21 - Today’s consumer expectations 42:46 - Where to find Chris 43:19 - 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 Chris 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.

    43 мин.

  5. 14 ЯНВ.

    Why Facilities Is Everyone’s Business, from the C-Suite to the Store Floor

    Paul discusses the evolving role of facilities management in retail and mutli-site operations. He talks about how facilities have shifted from being an “invisible engine room” to a highly visible, strategic function. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Paul Walsh, CEO and Founder of Path2Max. Paul dedicates his time and expertise to mentoring others in the industry and helps them pursue excellence. TIMESTAMPS 00:44 - About Paul 06:51 - The built environment and retail 13:55 - Where is the industry now? 23:47 - Be proactive, not reactive 30:37 - AI in the industry 37:57 - Shifting consumer expectations 41:34 - Avoiding burnout 45:46 - Where to find Paul 46:34 - 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 Learn more about Path2MaxConnect 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.

    45 мин.

  6. 16.12.2025

    How Primark Blends Storytelling and Store Design, with Jessica Garbarino

    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 мин.

  7. 02.12.2025

    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 мин.

  8. 14.10.2025

    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 мин.
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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.”

Информация

  • Автор
    ServiceChannel
  • Годы выхода
    2022 - 2026
  • Выпуски
    67
  • Ограничения
    Без ненормативной лексики
  • Авторские права
    © ServiceChannel
  • Сайт подкаста
    Elevating Brick & Mortar