When Growth Starts Killing Customer Service | Earned Influence S2E1

What happens when a business becomes so focused on growth that it stops listening to the people it serves?

In Season 2, Episode 1 of Earned Influence, Kelli Verdi asks how businesses can scale without sacrificing customer service, culture, or trust.

Kathleen Long shares why leaders sometimes need the courage to walk away from profitable ideas when customers say no. Kaylee Felio explains how PartsEdge uses direct feedback from parts managers to improve its technology. Kelli explores why every customer interaction should help guide leadership, product development, and the decisions being made behind the scenes.

The conversation reveals one of the greatest risks facing growing companies:

The further that leadership gets from the customer, the riskier every decision becomes.

Featuring:

Kelli Verdi of Team MXS

https://www.linkedin.com/in/kelliverdi/

https://www.linkedin.com/company/team-mxs

Kathleen Long of RepairPal//Yelp

https://www.linkedin.com/in/longkathleen/

https://www.linkedin.com/company/yelp-com/

Kaylee Felio of PartsEdge

https://www.linkedin.com/in/kayleefelio/

https://www.linkedin.com/company/partsedge-inc-/

Hosted by Joshua Taylor

Subscribe for the remaining episodes of Earned Influence Season 2.

Negative Pushes.

Positive Pulls.

God Bless.

j.

Chapters

00:00 Earning Influence

02:24 Growth Without Losing Service

03:59 Customer-Led Growth

07:49 Building From Feedback

10:38 Leadership Must Stay Close

⚠️ Disclaimer:

I’m a licensed mechanic. That doesn’t mean I know what I’m doing, whether it’s fixing things or filming things. Do your own due diligence.

Listen to The Wrench Turners Podcast:

Spotify:

https://open.spotify.com/show/1ScwRP0DFMtDsp83JxPhPK?si=26aeb4be65da45eb

Instagram:

https://www.instagram.com/mrjoshuataylor/

LinkedIn:

https://www.linkedin.com/in/mrjtaylor/