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.

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, I sat down with Dr. Jimmy Nelson and Ryan Williams from Frontline Training Solutions to talk about something that every organization faces, but few want to name: the true cost of bad leadership. From toxic cultures and high turnover to stalled growth and disengaged teams, ineffective leadership leaves a wake that’s deeper than most leaders realize.

We unpacked what poor leadership really looks like on the ground, why it happens, and, most importantly, what organizations can do about it. Whether you’re navigating tough personalities, seeing early signs of dysfunction, or trying to rebuild trust, this conversation is packed with practical insights, real-world scenarios, and next steps to start shifting your leadership culture for the better.

You’ll also hear how to make the business case for leadership development, even if your leaders aren’t “bad”—just not yet great.

Subscribe to Behind the Frontline 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, I sat down with Nathan Leaman, President of Frontline Training Solutions, to unpack a model that’s reshaping the way organizations think about leadership: the Balance of Leadership. We explored what it really means to lead with both high challenge and high connection—and why leaning too far into one without the other can lead to disengagement, burnout, or stagnation.

Whether you're leading a production line or a professional team, this conversation offers practical insights into how to build trust, drive performance, and show up with intention. We also tied the model to the themes in The Balcony and the Dance Floor, breaking down the difference between doing the work and seeing the work from above.

Listen in as we share real-world examples, workplace red flags, and simple ways to begin assessing your own leadership approach—no matter your title.

Subscribe to Behind the Frontline for timeless leadership strategies and solutions that help your organization grow, lead, and thrive.

Learn more about Frontline Training Solutions — where we create thriving organizations where everyone matters.

Contact us today to discover how we 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 Episode 31, we’re joined in the Frontline Studio by David Robb, Co-Owner and Managing Partner, and Janis Petrini, Co-Owner and Founder of the Express Employment Professionals companies in Grand Rapids, Michigan. Together, we unpack insights from our last two webinars: The Future of Talent: What Every Employer Needs to Know and Building a Future-Ready Workforce.

From changing workforce demographics to the growing demand for upskilling and adaptable leadership, this conversation dives deeper into what it truly means to prepare your organization for what’s next. Janis and David share firsthand observations from working with companies across West Michigan and beyond, offering practical advice and fresh perspective on staying competitive in a tight and evolving labor market.

Subscribe to Behind the Frontline for timeless leadership strategies and solutions that help your organization grow, lead, and thrive.

Learn more about Frontline Training Solutions — where we create thriving organizations where everyone matters.

Contact us today to discover how we 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 Episode 30, we’re back in the Frontline Studio in Grand Rapids, Michigan, where Nic sits down with Nathan Leaman, President of Frontline Training Solutions, for a behind-the-scenes look at what Frontline has been up to—and where we’re headed.

In this conversation, we explore the real challenges organizations bring to us, what makes our team uniquely equipped to help, and how our solutions—from leadership development to team dynamics and assessments—are driving measurable impact across North America.

Subscribe to Behind the Frontline for timeless leadership strategies and solutions that help your organization grow, lead, and thrive.

Learn more about Frontline Training Solutions — where we create thriving organizations where everyone matters: https://frontlineon.com

Contact us today to discover how we 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 Episode 29, we’re coming to you from the Frontline Studio in Grand Rapids, Michigan, where Nic is joined by Nathan Leaman, President of Frontline, and Kaylee Cooper, Senior HR and Operational Consultant at Frontline.

In this conversation, we talk the ins and outs of everyday HR roles, common mistakes made, when to seek help, and what trends we see for HR in the rest of 2025 and beyond.

Subscribe to Behind the Frontline for timeless leadership strategies and solutions that help your organization grow, lead, and thrive.

Learn more about Frontline Training Solutions — where we create thriving organizations where everyone matters: https://frontlineon.com

Contact us today to discover how we can support your leadership and organizational development goals.