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:

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.