138: Growing Fast While Not Hurting Your Customer Experience

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where exceptional customer service and a steadfast dedication to employee engagement weren't merely buzzwords but the cornerstone of a culture that catapulted his startup to the big leagues. But this conversation is more than just a tale of scaling a business; it's a deep dive into the ethos that underpins enduring success. Hear how Benson Kearley IFG's “Ford monthly allowance” initiative isn't just changing the way businesses interact with clients; it’s redefining them. From celebrating customer milestones to fostering a vibrant work culture, we explore the practices that can make the difference between a satisfied customer and a lifelong advocate and between a good and great workplace. This episode wraps up with personal reflections that go beyond the boardroom. As a father and husband, John peels back the layers on the mantras that steer his life—cultivating a growth mindset, cherishing family, and embracing the “mommy evacuations” that keep the home front happy and whole. And as we touch on the art of giving in relationships, we're reminded that success, whether in business or life, often comes down to the generosity we extend without expectation. Join us for a session where the currency of relationships takes center stage, and we measure the return on investment in more than just dollars and cents. Here are just a few takeaways: Michael Caito's entrepreneurial journey from founding Restaurants on the Run to a $40 million sale to Grubhub Key principles of customer and employee engagement that propelled Michael’s business success Building a strong work culture and maintaining long-lasting client relationships Strategies for navigating the challenges of business acquisitions and aligning company culture Accountability in business sales The transition from entrepreneur to leader The personal philosophy of prioritizing family The power of mindset in achieving success Generosity’s transformative effects on business and personal relationships Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog betterbookclub.com mapconsulting.com www.instagram.com/mapcaito www.youtube.com/watch?v=wALh23YHB_k www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** Episode Credits: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.