In this follow-up conversation to our popular webinar “Pretty Good Isn’t Good Enough,” Nic Dampier sits down with Frontline Training Solutions experts Alec McGuire and Lorraine Medici to explore what separates organizations that deliver truly exceptional customer experiences from those that settle for “good enough.”

Alec and Lorraine unpack the real costs of inconsistent customer service, why internal customer experience matters just as much as external, and how leaders can create a culture where ownership, empathy, and accountability show up in daily behaviors—not just in training rooms. Together, we dive deeper into the practical frameworks shared in the webinar, including the power of emotional connection, recovery conversations that rebuild trust, and the mindset shift required for teams to choose excellence over convenience.

Whether you lead a frontline team, oversee customer-facing operations, or want to strengthen your organization’s service culture, this episode offers actionable insights to help you raise the bar and move from “pretty good” to unforgettable.

Tune in and take your customer experience to the next level.

Subscribe to Behind the Frontline wherever you get your podcasts for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at www.frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.

In this episode of Behind the Frontline, Nic Dampier sits down with Jason Russell, Founder and President of SEC Protects and former U.S. Secret Service Agent, and Pete Gerkin, Senior Lead Consultant and 26-year veteran of the Kent County Sheriff’s Office, to discuss behavioral threat assessment and how organizations can create safer, more aware workplaces. Joined by Janis Petrini, Co-Owner of Frontline Training Solutions and Express Employment Professionals Grand Rapids, the conversation explores how to spot early warning signs, de-escalate conflicts, and build psychological safety across teams.

Learn what to look for when behaviors shift, why proactive de-escalation and communication training are essential, and how leaders can strengthen connection and care before issues escalate.

Learn more about SEC at www.secprotects.com.

Subscribe to Behind the Frontline wherever you get your podcasts for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.

Welcome to Behind the Frontline, the podcast where we have real conversations about real workplace challenges, hosted by Nic Dampier, Creative Director at Frontline Training Solutions.

In this episode of Behind the Frontline, Nic is joined by Nathan Leaman, President at Frontline Training Solutions, and Ryan Williams, Leadership & Team Development Manager. Together, they dive into a lively game of Myth or Fact, tackling some of the most common beliefs about leadership in today’s workplace. Listeners will walk away with a clearer picture of the qualities that matter most in leadership—and a few myths busted along the way.

If you’re navigating your own leadership journey or developing the next generation of leaders, this episode will spark thought, challenge assumptions, and equip you with ideas to bring back to your workplace.

Check out the blog mentioned in the episode here: https://frontlineon.com/blog/the-balcony-and-the-dance-floor-what-every-new-leader-needs-to-know/

Subscribe to Behind the Frontline wherever you get your podcasts for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.