#258 Customer Service As A Practice

In this episode of The Scott Townsend Show, I sit down with Jordyn Roberts, former Store Manager of Lowe's Store #351 in Bartlesville, Oklahoma, to reflect on her two and a half years leading the store.Managing a retail store is about much more than sales, inventory, and schedules. It's about people. It's about communication, expectations, accountability, trust, and learning how to bring out the best in a team.I wanted to hear Jordyn's perspective on what it really takes to lead a large group of people, what she found most challenging, what surprised her, and what she learned along the way.We explore questions that extend well beyond the retail environment:00:00 – Why Attitude Matters More Than Experience01:11 – Jordyn Announces Her Departure02:45 – Expectations vs. Reality of Being Store Manager04:29 – The Most Rewarding Part of Leadership06:09 – The Challenge of Communication08:30 – Authenticity, Trust, and Accountability10:12 – Understanding Corporate Decisions11:30 – Happy Employees or Happy Customers?12:31 – What the Bartlesville Team Taught Her13:45 – Learning to Trust Instead of Micromanage15:18 – Advice for the Next Store Manager16:56 – The Emotions of Saying Goodbye18:31 – How Jordyn Wants to Be Remembered19:06 – What She Would Tell Her Younger Self20:27 – Overcoming Imposter Syndrome22:36 – Why Attitude Matters More Than Tenure24:43 – One Final Question25:15 – Embracing Change and New Challenges26:57 – A Personal FarewellAbout my guest:Jordyn Roberts served as Store Manager of Lowe's #351 in Bartlesville, Oklahoma, for approximately two and a half years.What's the most important lesson you've learned about dealing with people at work? Share your thoughts in the comments.

Are libraries becoming obsolete, or are they more important than ever?In this episode of The Scott Townsend Show, I sit down with Kiley Cortez, Director of the Bartlesville Public Library, to explore the transformative power of libraries and why their role in our communities may be more important today than ever before.We live in an age when almost any question can be answered with a quick internet search. But just because information is easy to find doesn't mean it's accurate, trustworthy, or even useful. With algorithms constantly competing for our attention, how do we separate reliable information from everything else?One of the things that really stood out to me during our conversation was Kiley's observation that the fundamental mission of libraries hasn't changed. Libraries have always helped people navigate information. What's changed is the world around them.And that got me thinking: Maybe technology hasn't made libraries less necessary. Maybe it's made them more essential.Kiley shares how today's libraries are doing much more than lending books. They're helping children develop literacy skills, supporting families, providing access to technology, offering educational opportunities, and creating spaces where young people can learn, connect, and grow.I came away from our conversation with a greater appreciation for the people and institutions that quietly make our communities better places to live.In this episode, we explore:Why libraries still matter in the digital ageThe challenge of finding accurate and trustworthy informationHow algorithms influence the information we consumeWhy libraries are about much more than booksThe importance of children's literacy and educational programsHow libraries support families and strengthen communitiesThe evolving role of public libraries in our everyday livesChapters00:00 A Little Boy Who Couldn't Return to the Library01:05 Opening Conversation and Oklahoma State Memories04:54 Meet Kiley Cortez, Library Director05:47 Kiley's Journey from Journalism to Libraries08:38 How Adult Literacy Changes Lives11:54 What Does It Take to Become a Librarian?13:31 Libraries Are More Than Books17:25 Technology, Makerspaces and Podcasting Equipment22:09 Why Libraries Matter More Than Ever24:44 How Public Libraries Are Funded29:39 Why the Library Eliminated Overdue Fines33:00 The Human Cost of Library Fines38:54 What Are We Reading? Book Recommendations45:18 How to Connect with Your Library46:30 What's Next for the Bartlesville Public Library?48:58 What Happens to Old Library Books?52:00 Final Thoughts and ClosingAbout My GuestKiley Cortez is the Director of the Bartlesville Public Library in Bartlesville, Oklahoma. In our conversation, she shares her perspective on the importance of libraries, the challenges they face, and the many ways they continue to serve their communities.

Why do retailers cut hours when business slows down, and what can employees do about it?Scott Townsend looks at why schedules shrink after the busy season. He uses a simple store example: a $100,000 sales week leaves $5,000 in operating profit. When sales fall 20% to $80,000, the same store loses $1,000, because rent and insurance don't shrink with sales.He also covers what employees and managers each owe the other. He talks about making every paid hour count, cross-training, and why a financial incentive doesn't prove every payroll cut is about bonuses. He also says management should keep schedules fair and predictable, communicate honestly, and look for savings beyond cutting hours.Chapters:0:00 Why hours get cut1:05 Sales vs. profit1:53 A $100,000 store example3:19 Employee responsibility5:14 Cross-training6:12 Bonuses and motives6:42 What management owes employees8:07 Making every hour countListen on Apple Podcasts or wherever you get your podcasts.► Subscribe to my Youtube channel --- https://bit.ly/3iV8sOTYou can look for these videos every week, so please hit subscribe to stay in the loop for each new show!For TSTS merchandise, go to https://teespring.com/stores/tsts-2 for a list of TSTS coffee mugs and t-shirts. (I get a cut)Resources and Links--------------------------------------------My contact info:LinkedIn https://bit.ly/2ZZ4qweTwitter https://bit.ly/3enLDQaFacebook https://bit.ly/2Od4ItOInstagram https://bit.ly/2ClncWlTranscribe your podcasts and videos with Otterhttps://otter.ai/referrals/ICNJ76HUExecutive Producer: Ben TownsendCreative Consultant: Matthew Blue TownsendShot with a 1080P Webcam with Microphone, WebCam USB Camera, Computer HD Streaming Webcam for PC Desktop & Laptop w/Mic, Wide Angle Lens & Large Sensor for Superior Low Light-wb-4 https://amzn.to/32gfgAuAudio by Blue Yeti Nano Premium USB Mic for Recording and Streaming - Shadow Grey https://amzn.to/2Zuh0UUFollow The Scott Townsend Show podcast onSpotify https://spoti.fi/3eDwLgGiTunes https://apple.co/3jAwCyuStitcher https://bit.ly/3gYaDiOTuneIn https://bit.ly/2OzlH9VVoice Actor: Britney McCulloughLogo by Angie Jordan https://blog.angiejordan.com/contact/Theme Song by Androzguitar https://www.fiverr.com/inbox/androzguitarFor media requests or interviews, please reach out to [email protected]

What does Bartlesville need to do today to make sure it's a great place to live tomorrow?In this episode of The Scott Townsend Show, I sit down with my good friend David Austin, who's running for the Ward 2 seat on the Bartlesville City Council in the November 3 election.David and I have known each other for years, and while we've talked plenty about football and his impressive collection of NFL memorabilia, this time we're talking about something a little closer to home: the future of Bartlesville.We get into some of the biggest issues facing our community, including economic development, affordable housing, water security, infrastructure, and the city's use of automated license plate reader cameras.We also discuss whether data centers would be a good fit for our community, how city resources should be distributed among the five wards, and what kind of growth Bartlesville should pursue.And because this is The Scott Townsend Show, we also manage to talk about breakfast cereal, football, David's journalism career, and the five Super Bowls he's attended.Topics we cover:Why David decided to run for Ward 2Bartlesville's housing shortage and the proposed Rebuild Capitol Hill initiativeAttracting businesses and creating good-paying jobsThe potential benefits and drawbacks of data centersProtecting Bartlesville's long-term water supplyStreet improvements and allocating resources fairly among the five wardsFlock cameras, public safety, and personal privacyCity budgets, spending priorities, and tourismDavid's leadership philosophy and his background in journalism, corporate communications, and community serviceTimestamps00:00 – Welcome and introduction to David Austin04:08 – Why David is running for Ward 206:15 – Infrastructure, streets, and housing needs10:00 – Economic development and bringing jobs to Bartlesville13:57 – Would data centers be good for Bartlesville?17:57 – Affordable housing and Rebuild Capitol Hill20:20 – Bartlesville's water supply and long-term planning27:53 – How street improvement funds are allocated30:41 – Working with the state on major road improvements33:39 – David's philosophy of servant leadership35:37 – Flock cameras, public safety, and privacy44:00 – City finances and responsible budgeting45:44 – What would success on the City Council look like?48:34 – David's background and community involvement52:28 – Football, marriage, and five Super Bowls54:15 – How voters can learn more about David Austin55:40 – Closing thoughts► Subscribe to my Youtube channel --- https://bit.ly/3iV8sOTResources and Links--------------------------------------------My contact info:LinkedIn https://bit.ly/2ZZ4qweTwitter https://bit.ly/3enLDQaFacebook https://bit.ly/2Od4ItOInstagram https://bit.ly/2ClncWlExecutive Producer: Ben TownsendCreative Consultant: Matthew Blue TownsendFollow The Scott Townsend Show podcast onSpotify https://spoti.fi/3eDwLgGiTunes https://apple.co/3jAwCyuStitcher https://bit.ly/3gYaDiOTuneIn https://bit.ly/2OzlH9VVoice Actor: Britney McCulloughLogo by Angie Jordan https://blog.angiejordan.com/contact/Theme Song by Androzguitar https://www.fiverr.com/inbox/androzguitar

I liked Arnold Schwarzenegger’s Be Useful: Seven Tools for Life. Some of it was basic, and some stories were familiar—but the book still gave me plenty to think about.In Episode 260 of The Scott Townsend Show, I share my honest reaction to the book, including a passage about reconnecting with what you loved doing when you were young. I also discuss why his examples of leadership as governor of California stood out to me, especially his willingness to own his mistakes.The section about complaining hit close to home. Pointing out a problem is easy. Deciding what I’m willing to do about it takes more effort.Have you read Be Useful? Which idea stayed with you? Let me know in the comments.Subscribe to The Scott Townsend Show, and share this episode with someone who enjoys books about leadership and personal growth.Feedback: [email protected]#BeUseful #ArnoldSchwarzenegger #bookreview Timestamps00:00 Introduction and overall reaction00:40 The seven concepts01:05 Having a clear vision02:25 Leadership as governor and owning mistakes03:25 Shifting gears: complaining versus taking action05:05 Familiar advice worth practicing05:35 My recommendation and closing thoughts►Subscribe to my Youtube channel --- https://bit.ly/3iV8sOTYou can look for these videos every week, so please hit subscribe to stay in the loop for each new show!

In this episode, I walk through some of the most damaging ways people handle complaints at work and at home—and why those habits create more conflict instead of solving the original problem.I explain how a legitimate concern can turn into an angry blowup, a rumor campaign, or an even bigger workplace problem. This episode is for anyone who wants to raise concerns without damaging trust, morale, or their own credibility.For now, I’m focusing on what not to do. I’ll save the better ways to raise a concern for a follow-up episode.Key topicsWaiting until my anger builds up and then exploding in the car, hallway, store, or meetingComplaining to everyone except the person who can actually helpHow gossip and whisper campaigns damage trust and workplace cultureAttacking someone’s character instead of describing the specific behaviorUsing loaded words such as “always,” “never,” “lazy,” or “stupid” to exaggerate an issuePresenting rumors as facts after information gets distorted through the telephone gameComplaining publicly, including in front of customers, coworkers, or childrenSending angry texts or emails in the moment instead of letting them sitIdentifying a problem without explaining the outcome I wantRetaliating against someone for raising a concern through whispers, lies, or blocked opportunitiesTime Stamps:00:00 — Introduction00:08 — The worst way to complain00:55 — How complaining drains people and workplaces01:25 — The wrong ways to complain02:24 — Don’t wait until anger builds up03:22 — What happens when you explode04:25 — The impact on coworkers and family05:35 — Complaining to everyone except the person who can help06:34 — How complaints become character assassination07:55 — Complaining erodes trust and workplace culture09:19 — Attack behavior, not someone’s character10:52 — Avoid “always,” “never,” and name-calling13:25 — Don’t present rumors as facts14:53 — Don’t complain publicly or in front of customers17:24 — Don’t send angry texts or emails18:06 — Explain the desired outcome, not just the problem19:27 — Never retaliate against someone who raises a concern22:56 — Recap: the worst ways to complain23:50 — Building healthier communication habits25:21 — Like, comment, and support the show25:49 — Closing thoughts26:33 — Find more episodes► Subscribe to my Youtube channel --- https://bit.ly/3iV8sOT

Customer service is usually treated as a department, a slogan, or a survey score. In this episode, I make the case that it is better understood as a professional practice—a craft built through judgment, reflection, and thousands of small encounters with real people.

Where were you on September 11, 2001?In Episode 257 of The Scott Townsend Show, I sit down with my brother, Ben Townsend—a rancher and regular contributor to the show—to remember the morning that changed America.Ben recalls driving to work at USAA in San Antonio when the first reports described a small plane hitting the World Trade Center. By the time he reached the office, employees were gathering around televisions. Then they watched the second plane strike, and it became clear that this was no accident.I share my memories of traveling from Bartlesville to Tulsa that morning and entering the Williams Center, a skyscraper that suddenly felt very different as the news unfolded.We talk about the confusion and horror of that day, the courage and kindness that followed, and the sense of unity Americans experienced afterward. Twenty-five years later, we also ask a difficult question: How do we preserve the memory of 9/11 for generations who were not yet born—and how do we recover some of the unity we have lost?Subscribe to The Scott Townsend Show for conversations about people, ideas, books, leadership, culture, and the moments that shape us.#September11 #NeverForget #911Remembrance #AmericanHistory #TheScottTownsendShow

I Tried to Pay My Library FineI recently returned two overdue library books expecting to pay a fine. Instead, I learned that my local library no longer charges overdue fines.That announcement surprised me. I’ve been going to the library since I was a child, when my grandfather would take me to pick out books. Back then, returning a book on time—and paying a small fine when you didn’t—was simply part of the arrangement.In this episode, I reflect on how much libraries have changed and wrestle with what happens when the financial consequence for an overdue book disappears. Does eliminating fines make libraries more welcoming and accessible, or does it make due dates feel optional?In This EpisodeMy childhood trips to the library with my grandfatherThe old machine used to record checked-out booksReturning two books that were more than a month overdueMy surprise when I learned that there was no fineWhy borrowing a shared resource comes with responsibilityHow overdue books can affect the next readerWhy fines may discourage some people and families from returningWhether eliminating fines improves access without reducing accountabilityWhy public libraries remain extraordinary community resourcesQuestions to ConsiderHas your local library eliminated overdue fines?Does removing fines encourage more people to use the library?Without a penalty, what motivates readers to return books on time?Is the due date still meaningful if there is no financial consequence?Do the benefits of improved access outweigh concerns about responsibility?Join the ConversationHave you noticed fines disappearing at your local library? Do you think going fine-free is a good idea?Share your thoughts in the comments or email me at [email protected] With the ShowWebsite: thescotttownsendshow.comYouTube: @TheScottTownsendShow

I finally discovered the story behind the famous phrase “tilting at windmills” after finding Rob Davis’s illustrated adaptation of Miguel de Cervantes’s Don Quixote at my local library. What I expected to be a funny tale about an overly confident would-be knight became a surprisingly thoughtful story about imagination, purpose, friendship, and the stories we create about ourselves. In this episode, I discuss Davis’s inventive artwork, Don Quixote’s questionable grip on reality, and poor Sancho Panza—the loyal sidekick who keeps following his friend into trouble, usually while thinking about his next meal. I also explain why this accessible adaptation earned five stars from me and made me want to tackle Cervantes’s original novel.