Hard Refresh | An ISSA Podcast

Cowboys, Code & a Little Halloween Chaos 🎃 | E29 – Hard Refresh – An ISSA Podcast

It’s Halloween on Hard Refresh — and things get a little western. 🤠 Caden Hutchens and Karina Neff saddle up with Brian Lee, owner of Express Time Solutions, for a faith-filled, tech-twistingconversation about leadership, service, and the heart behind innovation. From cleaning theaters at 3 a.m. to building one of theindustry’s leading software companies, Brian shares how faith, family, and humility shape everything he does — and why serving customers isn’t so different from ministry. Quick Control: * Catch the ISSA Innovation & Tech Committee in Las Vegas: 1. Caden speaking on Monday, Nov. 10 (1:45–2:45) 2. CLX session on Tuesday, Nov. 11 (2:30–3:30) 3. AI In Action session on Wednesday, Nov. 12 (2:30–3:30) * Come see Brian and the Express Time Solutions team at the ISSA Show North America — Booth #3459! * Last episode: Evolving Client Expectations with Lisa Macqueen (Ep. 28) Clear Cache: * Two Truths and a Lie: Heart attack at 17, two holes-in-one, wrecked the church van * The leap from ministry to software leadership * Building a business rooted in humility, faith, and service * Why technology still needs people at the heart of connection * Stewardship in leadership and family — and what it means to “work as unto the Lord” 💡 “Technology is good, but it doesn’t replace people. It’s not magic — you still have to go out and do something about it.” 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts. Connect with the Hosts & Guest: Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/ [https://www.linkedin.com/in/caden-hutchens/] Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/ [https://www.linkedin.com/in/karina-neff-01b0782a/] Brian Lee – https://www.linkedin.com/in/brian-lee-11909011a/ [https://www.linkedin.com/in/brian-lee-11909011a/] 👥 Join the ISSA Tech & InnovationCommunity on LinkedIn: https://www.linkedin.com/groups/13063462/ [https://www.linkedin.com/groups/13063462/]

Evolving Client Expectations | E28 – Hard Refresh – An ISSA Podcast

Evolving Client Expectations | E28 – Hard Refresh – An ISSA Podcast In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Lisa Macqueen, Co-Founder & Director at CleanCorp, to talk about how client expectations are evolving and what building service contractors need to do to keep up. From strategic partnerships to company culture, Lisa brings more than 30 years of perspective on what it takes to win in today’s cleaning industry. In This Episode: 🔹 Quick Control: * Be sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas: • Caden is speaking on Monday, Nov. 10 (1:45–2:45) • CLX session on Tuesday, Nov. 11 (2:30–3:30) • AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30) * Last episode: Humanizing Technology in Client Relationships with Tim Cullinan (Ep. 27) 🔹 Clear Cache: * Lisa chooses Roasted by AI instead of Two Truths & a Lie * How client expectations have shifted from service delivery to strategic partnership * Why culture and retention are tied directly to client satisfaction * The challenge of balancing growth with consistency and trust * Lessons from Lisa’s three decades leading CleanCorp 💡 “Let’s face it, outside of our industry, there’s not really a lot of people advocating for us. There are misconceptions — very old ones — and it’s up to us to change the way people think.” 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts. Connect with the Hosts & Guest: Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/ [https://www.linkedin.com/in/caden-hutchens/] Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/ [https://www.linkedin.com/in/karina-neff-01b0782a/] Lisa Macqueen – https://www.linkedin.com/in/lisamacqueen/ [https://www.linkedin.com/in/lisamacqueen/] 👥 Join the ISSA Tech & Innovation Community on LinkedIn: https://www.linkedin.com/groups/13063462/ [https://www.linkedin.com/groups/13063462/]

Humanizing Technology in Client Relationships | E27 – Hard Refresh – An ISSA Podcast

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Tim Cullinan of Janitronics to explore how technology can strengthen client relationships without losing the human connection. From proactive quality control to the simple act of remembering custodians by name, this conversation digs into the balance between data, trust, and people. In This Episode: 🔹 Quick Control: * Don’t miss the VEO Conference: https://issa.com/veo [https://issa.com/veo] * Be sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas: • Caden is speaking on Monday, Nov. 10 (1:45–2:45) • CLX session on Tuesday, Nov. 11 (2:30–3:30) • AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30) * Last episode: Faith, Tech & Timeless Lessons with David Lee (Ep. 26) 🔹 Clear Cache: * Two Truths & a Lie: Rome, Dave Chappelle, and Hispanic Heritage Month * Why client trust is built by people—and how tech supports it * Making quality control proactive and collaborative * Humanizing technology so it feels warm, not cold * Day staff as part of the client’s “family,” with tech backing their impact * The ultimate goal of data: creating space to serve people better 💡 “Technology in itself doesn’t create trust with our clients. Our clients trust us as people.” 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts. Connect with the Hosts & Guest: Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/ [https://www.linkedin.com/in/caden-hutchens/] Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/ [https://www.linkedin.com/in/karina-neff-01b0782a/] Tim Cullinan – https://www.linkedin.com/in/tim-cullinan-13508241/ [https://www.linkedin.com/in/tim-cullinan-13508241/] 👥 Join the ISSA Tech & Innovation Community on LinkedIn: https://www.linkedin.com/groups/13063462/ [https://www.linkedin.com/groups/13063462/]

Faith, Tech & Timeless Lessons | E26 – Hard Refresh – An ISSA Podcast

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with David Lee, longtime industry leader and entrepreneur, for a conversation that spans faith, family,technology, and the business lessons only decades in the field can teach. From building teams and avoiding “monsters” in softwaredevelopment to reframing what AI really means, David brings a wisdom-first perspective that challenges leaders to think beyond short-term gains and build with purpose. In This Episode: 🔹 Quick Control: * Don’t miss the VEO Conference later this month: https://veoconference.com/veo-conference-site [https://veoconference.com/veo-conference-site?utm_source=chatgpt.com] * Watch for registration for CLX in Las Vegas * Catch last week’s episode: Trusting the Data with Tim Moriarty (Ep. 25) 🔹 Clear Cache: * Two Truths & a Lie: buying a brand-new home at 18, skiingin Hawaii, and getting a friend’s daughter on the 40-yard line at a New OrleansSaints game to sing the National Anthem * God, family, and work as an integrated life model * The dangers of overbuilding tech and creating “monsters” no one can use * Why AI is less about artificial intelligence and more aboutartificial influence * Lessons from decades of leadership in cleaning and software * Serving people with excellence, not chasing money as the end goal * Why timeless principles still guide the future of innovation 💡 “AI doesn’t stand for artificial intelligence. It stands for artificial influence—because true intelligence comes from a creator.” 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts. Connect with the Hosts & Guest: Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/ [https://www.linkedin.com/in/caden-hutchens/?utm_source=chatgpt.com] Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/ [https://www.linkedin.com/in/karina-neff-01b0782a/?utm_source=chatgpt.com] David Lee – https://www.linkedin.com/in/david-lee-43840612/ [https://www.linkedin.com/in/david-lee-43840612/?utm_source=chatgpt.com] 👥 Join the ISSA Tech & InnovationCommunity on LinkedIn: https://www.linkedin.com/groups/13063462/ [https://www.linkedin.com/groups/13063462/?utm_source=chatgpt.com]

Trusting the Data: How to Turn Insights into Action | E25 – Hard Refresh – An ISSA Podcast

📊 What if your next best decision wasn’t a guess—but a calculation? In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff are joined by Tim Moriarty, Co-Founder of Data Insights Consulting and member of the ISSA Technology &Innovation Committee. Together, they dive into the emotional and operational sides of working with data—and how smart systems, built with trust and clarity, can drive real results. In This Episode: 🔹 Quick Control: * Watch the Customer Retention Webinar:https://www.issa.com/articles/what-does-best-in-class-customer-retention-look-like-for-a-building-service-contractor-bsc/ * CLX Las Vegas is coming soon—register today! * Don’t forget to support the VEO Conference: https://www.issa.com/events/veo-conference/ (Caden’s emceeing the gala 👀) 🔹 Clear Cache: * Two Truths & a Lie: Power BI workouts, state championships, and Lawrence Taylor * What’s actually missing in dashboards (hint: it’s not math) * Why common language is more important than correct formulas * “Retention is the new growth” – how to measure the dollars you already have NPS scores, data storytelling, and building trust across roles * How to combat survivorship bias and gut-based decision-making * Data governance tips that don’t require a PhD * Hidden Figures and Hidden KPIs—how emotional intelligence affects adoption * Why AI isn’t replacing you—it’s making you a cyborg (in the best way) * Final advice from Tim: know the question before you chase the answer 💡 “People fear data because they think it’s replacing them. It’s not—it’s enhancing their job. The question is: are you ready to trust it?” 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts. Connect with the Hosts & Guest: Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/ [https://www.linkedin.com/in/caden-hutchens/?utm_source=chatgpt.com] Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/ [https://www.linkedin.com/in/karina-neff-01b0782a/?utm_source=chatgpt.com] Tim Moriarty – https://www.linkedin.com/in/tim-m-992879a0/ [https://www.linkedin.com/in/tim-m-992879a0/?utm_source=chatgpt.com] 👥 Join the ISSA Tech & InnovationCommunity on LinkedIn: https://www.linkedin.com/groups/13063462/ [https://www.linkedin.com/groups/13063462/?utm_source=chatgpt.com]