This YouTube excerpt gives advice on hiring and scaling a service team: leaders should first perform roles themselves to learn the business, hire people who share a customer-satisfaction mindset, build an unbreakable foundation, and only then scale slowly and confidently.
What's your advice for growing and scaling a team? We don't like to hire somebody for a position unless we've done it ourselves. We want to know the ins and outs of the business beforehand so we know if there's an issue or we know if something's not connecting correctly, that we've already experienced that, so we know how to handle it. And we also want to make sure that the people we bring on have the same mindset and same hunger for customer satisfaction as us. Make sure the foundation is set correctly, take it slow and steady, and once you have the foundation correctly laid where it's basically unbreakable, then you can scale comfortably without having to worry about something break or putting out a big fire.
