Scaling Up Business with Bill Gallagher 040: Mike Faith - Growth Strategies Through Premium Customer Service
Mike Faith is a serial entrepreneur and Founder/CEO of Headsets.com. Mike’s company is best known for their world-beating customer service. In fact, his company has been awarded the INC 500 Fastest Growing Business three times, and awarded the Best Place to Work in the Bay Area twice. Today, Bill focuses on Mike’s success story and how he used Scaling Up to grow his business.
Mike and Bill have been friends for a long time. They both met at the Entrepreneurs Organization. Mike originally grew up in England, but felt as though the United States had a stronger business environment than the UK.
When he moved here in the early 90’s, Mike had about $1,000 in his pocket. He took on a job at first, but started his own business in 1996. After making about $2-3 million a year, Mike noticed how poor the phone headset and mic quality was, and created a business opportunity selling headsets at a discount.
Mike was about 3 years in the business when he decided to make a very important pivot. Instead of struggling to sell discounted headsets, Mike was going to focus on giving premium customer service. Overnight, he switched to a new business model and was disrupting his company in every sector, but it paid off! Headsets.com has been in business for 20 years.
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Scaling Up: How a Few Companies Make It....And Why the Rest Don't, is the best-selling book by Verne Harnish and the team at Gazelles, on how the fastest growing companies succeed, where so many others fail. My name is Bill Gallagher, with Humanisteq Coaching, and I’m one of the Gazelles business coaches.
We help leadership teams to get the 4 Decisions around People, Strategy, Execution, and Cash right, so that they can Scale Up successfully, and beat the odds of business growth success. Our 4 Decisions are all part of the Rockefeller Habits 2.0 (from the original best-selling business book, Mastering the Rockefeller Habits).