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March 16, 2026 | 2 Mins Read

Frontline UNSCRIPTED Episode 1: Why Not Shoot for the Moon? Frontline Leadership Lessons from the Field

March 16, 2026 | 2 Mins Read

Frontline UNSCRIPTED Episode 1: Why Not Shoot for the Moon? Frontline Leadership Lessons from the Field

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Episode 1

What does it really take to lead a high-performing frontline service team?

In the debut episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Phil Manchester, Service Team Lead at AirTight FaciliTech, to explore what leadership really looks like on the frontlines of service.

Drawing from more than a decade of hands-on experience in HVAC and facilities management, Phil shares how he transitioned from working as a technician in the field to leading a team of service professionals. The conversation explores the realities of frontline leadership—from managing different personalities and building trust with technicians to setting ambitious goals and embracing continuous learning.

This first episode sets the tone for the series: honest conversations with the people doing the work that keeps industries running.

About the Guest: Phil Manchester

Phil Manchester is a Service Team Lead at Airtight Facilities with over ten years of experience in HVAC systems and facilities management.

Starting his career as a technician, Phil developed a passion for solving complex mechanical problems and working directly with customers to restore critical systems. Today, he leads a team of technicians while mentoring the next generation of frontline professionals.

Phil brings a unique perspective to leadership—one shaped by real-world field experience. In this episode, he shares practical insights about building strong service teams, adapting leadership styles to different personalities, and the mindset required to keep growing in a skilled trades career.

What You'll Learn in This Episode

In this conversation, Sarah and Phil explore several key themes that impact frontline teams and service leaders today, including:

  • Why transitioning from technician to leader requires developing emotional intelligence
  • How individualized communication helps build trust with service technicians
  • The differences between what younger and experienced frontline workers expect from leadership
  • Why refusing to live with “what ifs” can drive long-term career growth
  • How frontline work combines hands-on skills with complex problem-solving
  • Why senior leaders should spend more time listening to frontline voices
  • How AI and technology are becoming tools that make technicians more effective
  • Why continuous learning is essential in skilled trades careers

Watch the Episode

Watch the full conversation with Phil Manchester below.

Or listen here:

Connect and Learn More

Follow along and stay connected with the Future of Field Service community:

Follow Sarah Nicastro on LinkedIn here

Subscribe to The Insider Newsletter here

Subscribe to the Future of Field Service YouTube Channel here

Follow Future of Field Service on LinkedIn here

Follow Future of Assets on LinkedIn here

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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UNSCRIPTED Podcast Episode 357: IWD 2026 – A ‘Love Note’ for Women Across the World

March 11, 2026 | 3 Mins Read

UNSCRIPTED Podcast Episode 357: IWD 2026 – A ‘Love Note’ for Women Across the World

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Episode 357

In this special International Women’s Day 2026 episode of the UNSCRIPTED Podcast, host Sarah Nicastro is joined by Hannah Knowles, coauthor of Love Notes and keynote speaker at Art of Brilliance, for a thoughtful conversation about self-care, leadership, vulnerability, and the power of small consistent habits.

Together, Sarah and Hannah explore a timely message for women everywhere: prioritizing yourself is not selfish. From navigating guilt and overwhelm to building resilience through everyday habits, this episode is a powerful reminder that the smallest actions often create the biggest shifts.

If you are leading through change, balancing competing priorities, or trying to show up better for yourself and others, this conversation offers practical insight and encouragement you can put into action right away.

What’s Discussed in This Episode

  • Why self-care is a strength, not a weakness
  • The importance of being kinder to yourself as a woman and leader
  • How consistency beats intensity when building healthy habits
  • The role of small daily actions in creating meaningful long-term change
  • How to use the question “Is this useful?” to manage mental clutter
  • What glimmers are and how they help retrain the brain away from negativity
  • Why the Eat, Move, Sleep, Relationships framework matters for wellbeing
  • How leaders can help teams navigate uncertainty and change more effectively
  • Why perspective shapes how people experience change
  • The value of transparency, vulnerability, and humanness in leadership
  • What “I’ll go first” means in the context of leadership and equality
  • How the Give to Gain message connects self-care, role modelling, and collective progress

About the Guest

Hannah Knowles is a keynote speaker and trainer with Art of Brilliance, an organisation focused on helping individuals and teams move from surviving to thriving. She is also the coauthor of Love Notes, a recently released book described as a collection of quotes, short stories, meaningful insights, and moments of lightness centred on what gives life meaning: love.

In her work, Hannah helps people focus on what they can control, build resilience, and take practical steps toward feeling better each day. Her perspective blends wellbeing, leadership, personal growth, and positive action in a way that is both relatable and immediately useful.

Watch Here

Watch Episode 357 of the Unscripted Podcast here:

Prefer to listen instead?

“Start with you. Because, truthfully, that version of you, if you’re looking after you, puts you in a better position to handle the challenges that life can throw at you.” — Hannah Knowles

This episode of the UNSCRIPTED Podcast is a must-watch for leaders, working parents, and women navigating the constant demands of modern life. Sarah Nicastro and Hannah Knowles offer a refreshing conversation on self-care, leadership, resilience, change management, and personal growth, showing that small habits, honest reflection, and the courage to go first can create a lasting ripple effect.

FAQ

What is Episode 357 of the UNSCRIPTED Podcast about?

Episode 357 explores self-care, leadership, change, and the International Women’s Day 2026 theme through a conversation between Sarah Nicastro and Hannah Knowles.

Who is Hannah Knowles?

Hannah Knowles is a keynote speaker and trainer at Art of Brilliance and coauthor of Love Notes.

What are the key themes of this episode?

The episode focuses on self-care, consistency, glimmers, leadership through change, vulnerability, and the idea that prioritising yourself helps you show up better for others.

Why is this episode relevant for leaders?

It offers practical insight into managing uncertainty, supporting teams through change, and modelling healthy, human leadership.

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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March 4, 2026 | 2 Mins Read

Tetra Pak’s Approach to Service Growth 

March 4, 2026 | 2 Mins Read

Tetra Pak’s Approach to Service Growth 

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Episode 356

In this episode of UNSCRIPTED, Sarah Nicastro welcomes back Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid, strategic conversation about what it really takes to unlock service growth.

Grounded in recent research conducted by Future of Field Service in partnership with Simon-Kucher, the discussion moves beyond theory to explore how a global leader has translated service ambition into measurable outcomes. While 85% of service leaders express optimism about growth potential, only 2% report delivering outcome-based services at scale.

Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to turn outcomes into a €2.2B service business - with half delivered through long-term, performance-based agreements.

Listeners Will Gain Insight Into

  • The evolution from a la carte services to outcome-driven partnerships
  • Why service should be anchored in value realization - not revenue targets
  • How employee experience directly fuels service growth and retention
  • The role of digital platforms like Factory OS in enabling cost, sustainability, and workforce transformation
  • Practical advice for organizations looking to scale beyond the “2%” of outcome-based offerings

Sasha makes a compelling case that every service already delivers outcomes - the question is whether companies are structured to identify, capture, and share that value effectively.

He also challenges leaders to think differently about:

  • Workforce shortages
  • Travel reduction
  • Knowledge management
  • Risk-sharing models

—all of which can become enablers of long-term differentiation in service delivery.

If you’re navigating the shift from transactional service to strategic partnership, or looking for real-world validation of what outcome-based service looks like in practice, this episode offers both inspiration and pragmatic guidance.

Because in the end, as Sasha puts it: 

You sell equipment once. Customers come back for the service experience.

Watch or Listen to The Episode

You can watch the full conversation or listen on your preferred podcast platform.

Follow Along with the Conversation

  • 02:50 - Sasha introduction + Tetra Pak services overview
  • 06:55 - Service growth trends: research insights + industry optimism
  • 09:23 - Why customers return: the power of service experience
  • 10:58 - A la carte services vs outcome-based service models
  • 12:20 - Tetra Pak’s service transformation + €2.2B outcomes business
  • 17:45 - Value realization: every service delivers outcomes
  • 23:42 - Service growth challenges: workforce, travel, knowledge management
  • 30:21 - Employee experience as a driver of service growth
  • 33:05 - Digital transformation in service + Factory OS platform
  • 40:48 - Future opportunities: knowledge gaps, as-a-service, quality outcomes
  • 43:48 - Advice for scaling outcome-based services beyond the “2%”
  • 46:25 - Episode wrap-up

Stay Connected

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify.

You can also subscribe to our newsletter to get the latest UNSCRIPTED episodes, research insights, and service leadership perspectives delivered straight to your inbox.

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Human ROI: How Soft Skills Drive Hard Results 

February 25, 2026 | 3 Mins Read

Human ROI: How Soft Skills Drive Hard Results 

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Episode 355

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Josh Zolin, CEO of Windy City Equipment and author of Blue is the New White, to explore why soft skills drive hard results, how to bridge the gap between knowing something matters and taking action on it, and the key strategies to transform your frontline into irreplaceable talent.  

What You'll Learn

  • How to distinguish soft skills from character traits: Soft skills are transferable, learnable behaviors (communication, conflict resolution, empathy), while character is innate; understanding this difference is critical to building effective development programs. 
  • The 250% ROI on soft skills training: Research from Harvard, Boston University, and the University of Michigan proves that soft skills investment delivers exceptional returns—yet most organizations treat them as secondary to technical training. 
  • Why promoting your best technician can destroy team culture: The Peter Principle in action—a star individual contributor often fails in leadership without soft skill development, leading to turnover, callbacks, and team deterioration that costs far more than the original investment. 
  • How to bridge the gap between stated importance and actual investment: Communicate the "WIFM" (What's In It For Me) to frontline employees; without explaining how soft skills advance their careers, increase earnings, and improve personal relationships, you're setting unspoken expectations that breed resentment. 
  • The assessment framework for balancing hard and soft skills development: Use objective measures (quizzes, behavioral observation during onboarding) alongside practical technical assessments to identify skill gaps and tailor training intensity to individual needs. 
  • Why leadership alignment destroys soft skills initiatives: Organizations undermine training investments when leaders don't model the soft skills they're asking employees to develop; alignment across the entire organizational culture is non-negotiable. 

About the Guest(s)

Josh Zolin is the CEO of Windy City Equipment and author of *Blue is the New White*, known for his expertise in soft skills development and human ROI in the skilled trades and field service industries. With a unique background transitioning from Hollywood stuntman to field service technician, he has built a deep understanding of how transferable skills drive organizational success and employee retention. Zolin has scaled Windy City Equipment to the Inc 5,000 list for three consecutive years and launched the Blue is the New White Academy, an employee development platform designed to equip frontline professionals with critical soft skills including communication, empathy, and personal responsibility. In this episode, Zolin shares evidence-based strategies for closing the gap between knowing soft skills matter and actually investing in them, providing actionable insights on how to achieve a 250% ROI through targeted training and leadership alignment. His work has helped service organizations transform technical talent into irreplaceable leaders, making this conversation essential for those seeking to build resilient, high-performing teams in an increasingly competitive market. 

Follow Along

  • 01:25 – From Stuntman to Skilled Trades
  • 03:20 – Changing the Narrative Around Trades
  • 05:10 – Perception Shift & Industry Momentum
  • 10:50 – Defining Soft Skills vs. Character
  • 12:10 – Communication, Listening & Leadership
  • 15:20 – Can Soft Skills Be Taught?
  • 18:40 – Why Training Starts Too Late
  • 19:50 – The 250% ROI of Soft Skills
  • 20:05 – The “Techs Don’t Care” Myth
  • 21:55 – Unspoken Expectations & Resentment
  • 29:10 – The Unicorn Tech Promotion Mistake
  • 35:05 – Practice, Discomfort & Growth
  • 39:10 – Assessing Soft Skills in Hiring
  • 44:20 – You Get What You Tolerate
  • 47:35 – Leverage, Lifestyle & the Next Generation
  • 49:05 – AI, Humanity & the Future of Service
  • 52:00 – Final Reflections & Closing Thoughts

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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QuidelOrtho’s 6 Keys to Positioning Service as a Differentiator 

February 18, 2026 | 3 Mins Read

QuidelOrtho’s 6 Keys to Positioning Service as a Differentiator 

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Episode 354

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Matt Tice, Vice President of Global Services at QuidelOrtho, to explore what’s gone into transforming service from an afterthought into a strategic business differentiator. Drawing on nearly two decades with the same organization, through multiple transformations, an IPO, and acquisition, Matt shares the six keys that enabled him to elevate service across the executive leadership team, embed it into customer strategy, and build a workforce equipped to deliver exceptional experiences. 

What You'll Learn

This episode breaks down how QuidelOrtho turned service into a true commercial differentiator and earned enterprise wide buy in. You will learn:

  • How to position service as the retention engine that strengthens customer loyalty and repurchase rates
  • Practical ways to break down silos and earn a seat at the table across commercial and cross functional leadership
  • How to avoid getting pulled into daily firefighting so you can invest time in relationship building and influence
  • How to secure executive leadership support using strong storytelling backed by robust data and benchmarking
  • Why lifetime customer value can be a more effective investment lens than revenue or EBITDA alone for service initiatives
  • How to build a customer led service strategy by translating customer priorities into measurable outcomes
  • How to use KPIs for continuous improvement by challenging “green” metrics and refining targets that no longer drive change
  • How to shift customer feedback beyond high level NPS into more actionable signals like customer effort and satisfaction
  • How workforce expectations are changing and what that means for flexibility, career progression, and apprenticeship models
  • Where AI can help most by automating transactional work so teams can focus on relationships and customer experience

About the Guest(s)

Matt Tice is Vice President of Global Services at QuidelOrtho, where he leads global service strategy and execution across a complex diagnostics portfolio.

Matt has spent nearly two decades with the organization through multiple transformations, including a carve out from Johnson and Johnson, private equity ownership, the pandemic, an IPO, and the acquisition by Quidel that formed QuidelOrtho. He also spent time in finance after earning his MBA, which shaped how he builds executive alignment around service investments using data, storytelling, and commercial context.

QuidelOrtho designs and supports diagnostic analyzers and tests across healthcare, including solutions used for disease and cancer testing, respiratory diagnostics, and over the counter COVID testing.

Follow Along

  1. Service as the retention engine and how to earn “we’re all in service” buy in - 00:04:55 to 00:07:09
  2. Stop firefighting and create intentional space for relationship building - 00:09:31 to 00:12:31
  3. How to win ELT support with storytelling, benchmarking, and lifetime customer value - 00:13:07 to 00:18:32
  4. Building a customer led strategy and turning customer priorities into a scorecard - 00:19:03 to 00:20:54
  5. KPI discipline for continuous improvement and why “green” metrics still need scrutiny - 00:21:47 to 00:30:27
  6. Workforce shifts and AI as an enabler: automate the transactional to elevate the relational - 00:31:57 to 00:39:50

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Resilience Is The Strategy

February 12, 2026 | 3 Mins Read

Resilience Is The Strategy

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Episode 1 - Assets UNSCRIPTED

Sometimes maximizing asset value is less about short-term optimization and more about building resilience over decades. In the first episode of Assets UNSCRIPTED, host Berend Booms speaks with Markus Göring, Director of Asset Value Controlling at Vattenfall, about why resilience has become a strategic priority for asset-intensive organizations operating in an increasingly uncertain world. 

They explore where organizations most commonly lose asset value across the lifecycle, why risk-based maintenance is not optional but foundational to staying in control, and how deliberately balancing performance, cost, and risk over time is what ultimately creates resilient operations. Markus shares a pragmatic view on the realities of data and AI in asset management, the role of operational readiness in preventing value erosion between projects and operations, and why transparency, clear ownership of assumptions, and cross-functional alignment matter more than tools or certifications. 

For leaders navigating short-term pressures, long asset lifespans, and growing volatility, this conversation offers a grounded, experience-based perspective on resilience as a strategy-not by trying to predict the future, but by staying in control and being prepared for it. 

What You’ll Learn

This episode explores why resilience has become a strategic priority for asset intensive organizations, and what it takes to protect asset value over decades. Key takeaways include:

  • How organizations lose asset value across the lifecycle, often starting in planning and assumptions
  • Why risk based maintenance is foundational to staying in control, not an optional add on
  • How to balance performance, cost, and risk over long asset lifespans without losing sight of the strategy
  • Why operational readiness matters, and where handoffs from project to operations commonly break down
  • A pragmatic view on data and AI in asset management, including why predictive maintenance often falls short today
  • Why transparency, clear ownership of assumptions, and cross functional alignment matter more than tools or certifications

About the Guest(s)

Markus Göring is the Director of Asset Value Controlling at Vattenfall. Based in Hamburg, he leads an international team that supports asset value maximization across the full lifecycle, from business cases and investment planning to project governance, operational readiness, and optimization during operations and maintenance.

Follow Along

  • What asset value means at Vattenfall, and how sustainability and security of supply shape the equation - 00:03:56 to 00:07:13
  • Where organizations lose asset value across the lifecycle, from assumptions to decommissioning - 00:08:01 to 00:12:04
  • Balancing long term value with short term pressures using asset strategy and yearly planning - 00:14:23 to 00:19:06
  • Why risk based maintenance is not optional, and how criticality drives the maintenance approach - 00:20:13 to 00:25:59
  • The common pitfall in moving from reactive maintenance to control, and why operational readiness matters - 00:26:38 to 00:29:09
  • Data, AI, and the reality gap, plus where small, targeted use cases can create value now - 00:31:06 to 00:37:19

Why analytics and process improvement should enhance employee experience and customer outcomes - not feel like oversight. A powerful reminder that trust drives results.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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February 11, 2026 | 3 Mins Read

Lessons Learned from a Regional Leader Driving Impact in a Global Organization 

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Epsiode 353

Leading multiple countries across Asia Pacific requires far more than operational excellence—it demands deep cultural understanding, intentional relationship-building, and the strategic ability to represent your region within a global enterprise. In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Madhu Oza, Director of Global Technical and Service Excellence for APAC at Abbott Laboratories, to explore what it takes to build trust, bridge cultural divides, and amplify regional impact while maintaining alignment with global standards.

Whether you're navigating the complexities of international leadership or looking to elevate your team's impact on the world stage, this conversation is packed with actionable insights to help you lead with cultural intelligence and authenticity. 

What You'll Learn

This episode explores how regional leaders can drive results and build alignment without losing the nuance of local context. Key takeaways include:

  • How to separate true cultural context from poor execution or lack of ownership
  • Why you cannot lead a multi-country region through a screen and what “being on the ground” really unlocks
  • How to build connection and cohesion across dispersed field teams without relying on constant in-person travel
  • How to represent your region effectively within a global headquarters that designs processes for the markets it knows best
  • A more realistic approach to standardization that protects the “what” while giving teams flexibility in the “how”
  • How trust, curiosity, and employee experience shape service excellence initiatives and customer outcomes

About the Guest(s)

Madhu Oza is the Director of Global Technical and Service Excellence for APAC at Abbott Laboratories and a Standout 50 leader. Based in Singapore, Madhu leads capital equipment services across 15 countries in Asia Pacific, supporting installation, maintenance, and issue resolution across a highly diverse regional footprint.

In addition to her APAC leadership role, Madhu also oversees global service excellence initiatives focused on service enablement, including tools, processes, and analytics designed to improve operational performance, employee experience, and customer outcomes.

Follow Along

1. Why You Can’t Lead Asia Pacific From a Screen

00:08:58 – 00:11:34
Madhu explains why regional leadership requires immersion, not management by video call. Visiting countries, meeting customers, and stepping into cultural context are non-negotiable.

2. Japan vs. China: Two Very Different Approaches to Change

00:04:59 – 00:07:52
A compelling comparison of consensus-driven risk awareness in Japan versus fast-moving, entrepreneurial experimentation in China and what that means for leading change effectively.

3. Building Connection Across Dispersed Field Teams

00:12:47 – 00:18:47
From smaller in-person gatherings to virtual workspaces and cross-country collaboration, Madhu shares practical ways to prevent disconnection in remote service teams.

4. Representing Your Region at Global Headquarters

00:22:55 – 00:26:56
Madhu discusses how to advocate for regional realities using scale, data, and visibility and why “marketing your team” is essential to building influence.

5. Standardization That Actually Works

00:28:28 – 00:29:59
A grounded perspective on global consistency: define the hard requirements, eliminate unnecessary standardization, and give teams ownership of execution.

6. Curiosity Over Control in Service Excellence

00:45:20 – 00:47:01
Why analytics and process improvement should enhance employee experience and customer outcomes - not feel like oversight. A powerful reminder that trust drives results.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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The Constructive Contrarian: How Questioning Everything Can Build Success – Part Two 

February 4, 2026 | 3 Mins Read

The Constructive Contrarian: How Questioning Everything Can Build Success – Part Two 

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Epsiode 352

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams across generations, or struggling with the shift from command-and-control management, this conversation is packed with hard-won wisdom on trust, mutual respect, and what it really takes to lead today.  

This is part two of a two-part episode; listen to part one here.  

What You'll Learn

This episode explores leadership through a practical, people-first lens. Key takeaways include:

  • Why asking “why” is not a sign of disrespect, but a signal of curiosity and engagement
  • How misinterpreting questions from younger generations creates unnecessary friction and talent loss
  • Why apprenticeship, coaching, and long-term development matter more than short-term productivity
  • How leaders can move from command-and-control to trust-based, human-centred management
  • Why flexibility, listening, and personalised work arrangements are becoming competitive advantages
  • How empathy, not authority, is emerging as a defining leadership trait in today’s workforce

About the Guest(s)

Greg Crumpton is Vice President at ServiceLogic and founder of DeepKnowledge. With a career spanning hands-on technical work, business ownership, acquisition-led growth, and executive leadership, Greg brings a rare blend of operational credibility and human insight.

He is also the author of two books focused on leadership, culture, and the lessons learned through real-world experience - what he calls “earned scar tissue” that he now shares to help others avoid learning the hard way.

Follow Along

1. Curiosity vs. Disrespect: Reframing “Why”
00:01:50 – 00:06:07
Greg explains why younger generations asking “why” isn’t contrarian behaviour - it’s how they’ve learned to navigate the world. Leaders who mistake curiosity for insubordination miss opportunities to teach, connect, and build trust.

2. Challenging the Status Quo Without Ego
00:07:25 – 00:11:10
Both Greg and Sarah unpack why industries that cling to “this is how we’ve always done it” struggle to evolve, and why good ideas can come from anywhere, regardless of age, title, or tenure.

3. People Matter More in a Digital World
00:11:10 – 00:14:04
As technology and AI accelerate, Greg argues that human connection becomes more, not less, important. Tools should elevate people, not replace them.

4. Building a Workplace People Choose, Not Tolerate
00:14:48 – 00:18:53
From flexible time off to personalised career paths, Greg challenges one-size-fits-all employment models and explains how companies can become magnets for talent instead of revolving doors.

5. Leadership Has No Shortcuts
00:19:57 – 00:24:39
Real leadership requires time, presence, and emotional investment. Greg and Sarah discuss why policies can’t replace human judgement and why leaders must understand the real lives behind job titles.

6. Empathy as a Learned Skill
00:32:56 – 00:38:03
Greg reflects on the life experiences that shaped his leadership philosophy, from loss and hardship to moments where small decisions profoundly changed others’ lives. Empathy, he explains, is built not assumed.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

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The Constructive Contrarian: How Questioning Everything Can Build Success – Part One

January 28, 2026 | 2 Mins Read

The Constructive Contrarian: How Questioning Everything Can Build Success – Part One

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Episode 351

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams across generations, or struggling with the shift from command-and-control management, this conversation is packed with hard-won wisdom on trust, mutual respect, and what it really takes to lead today.  

What You'll Learn

  • Greg’s path from second generation HVAC technician to business owner and VP at a 3 billion dollar service organization
  • What happened after the acquisition, why a six month plan became twelve years, and what that says about culture and mutual respect
  • Why local operations often drive the real value, plus what a lean corporate team enables
  • The difference between controlling partners and setting shared expectations for service delivery
  • What it means to be a constructive contrarian, when it helps, and when it can hurt
  • How leadership has shifted from being the “answer holder” to being the person who removes hurdles and supports teams
  • Why generational differences are shaping communication, retention, and leadership priorities

About the Guest(s)

Greg Crumpton is Vice President at Service Logic and a lifelong HVAC professional who began his career in the trades and later built a successful service business from the ground up. After selling his company to Service Logic, Greg became a key voice connecting corporate strategy with frontline reality. He is also the founder, curator, and writer at DeepKnowledge, and host of the Straight Out of Crumpton podcast, where he explores leadership, service, and the real world decisions that shape performance.

Follow Along

  • 00:03:04 Greg’s HVAC roots, from second generation beginnings to apprenticeship and early career moves
  • 00:07:45 Building Airtight Mechanical from the garage, scaling the business, and selling to Service Logic
  • 00:09:55 Life after acquisition, why Greg was asked to step back in, and how a six month plan became twelve years
  • 00:18:48 The Service Logic operating model, local culture, and why a lean corporate team works
  • 00:29:09 Being a constructive contrarian, curiosity, kaizen, and challenging the status quo with intent
  • 00:44:53 Modern leadership, supporting teams, and the mindset behind “love people and show the way”

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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How the Practice of “Painstorming” Improves Change Leadership

January 21, 2026 | 2 Mins Read

How the Practice of “Painstorming” Improves Change Leadership

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Episode 350

Host Sarah Nicastro welcomes Jeffrey Yip, Associate Professor of Management and Organizational Studies at Simon Fraser University, who teaches leadership in the Executive MBA and Management of Technology programs, conducts research that addresses managerial challenges in work relationships and leading change, and has contributed to resources like HBR and Psychology Today. Jeff shares the need for leaders to listen to organizational pain through a process called “painstorming” and explains how doing so can significantly improve change management.

What You'll Learn

  • What organizational pain is and why it often goes unheard by senior leaders
  • Why effective storytelling in change leadership starts with listening, not messaging
  • How the practice of “painstorming” helps leaders identify real barriers to change before jumping to solutions
  • The PAIN framework (Priorities, Anxiety, Inertia, Noise) and how to apply it in real organizational conversations
  • Why leaders must slow down, validate experiences, and reduce friction to successfully mobilize change
  • How painstorming can significantly improve adoption and trust—especially during AI and technology-driven change

About the Guest(s)

Jeffrey Yip is an Associate Professor of Management and Organizational Studies at Simon Fraser University, where he teaches leadership in the Executive MBA and Management of Technology programs.

His research and teaching focus on helping leaders navigate change by strengthening listening, relationships, and human connection at work. Jeffrey works closely with technology leaders and executives, including through programs with CIO Canada, and his insights have been featured in Harvard Business Review and Psychology Today.

Jeff is the creator of the “Listen and Build” approach and a leading voice on the role of listening, organizational pain, and empathy in effective change leadership.

Follow Along

  • 00:00 – Introduction to painstorming and change leadership
  • 04:06 – Why listening is the foundation of effective leadership
  • 07:00 – Understanding organizational pain
  • 12:42 – Painstorming and the PAIN framework
  • 33:45 – How painstorming enables successful change
  • 39:53 – Applying painstorming to AI adoption and the future of leadership

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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