Originators: An Entrepreneurial Podcast: The Power of Delivering the Best Customer Experience with Mike Rosati

The Power of Delivering the Best Customer Experience with Mike Rosati

Feb 16, 2022

Mike Rosati is the founder of Rosati Windows, a top manufacturer of replacement windows and doors in Ohio. As a child, Mike worked at his family’s grocery store until he was 19—an experience that taught him the value of diligence and giving back to the community. He then set his sights on the construction industry and joined a window dealer based in Central Ohio. After 20 years of rising through the company’s ranks, Mike decided to build Rosati Windows in 2000. The company has been consistently regarded as one of the fastest-growing private companies in the U.S., and has received accolades from several organizations, including the Columbus Chamber of Commerce and the National Association of the Remodeling Industry.

Mike joins me today to discuss the power of devotion to customer service and experience. He describes how delivering the best customer service builds trust and makes customers advocate for your business. He discusses the importance of including a marketing budget in your business plan and staying involved in your company. He also highlights the value of trusting in your team’s capabilities and underscores why it’s essential to care for your employees.

“Sell by educating and teaching; customers want to be guided, not pressured. You need to be the person that helps them figure out what’s best for them.” - Mike Rosati

This week on Originators:

Mike’s childhood and what it has taught him about customer service
Why Mike decided to start his own company
What working in someone else’s company has taught Mike about running a business
How Mike felt on the first day he opened Rosati Window
The biggest challenges Mike faced as he ran and grew Rosati Windows
The first window Mike sold in his company and how it catapulted their business
What “give-to-get” offers are and the value of building trust
Applying the Golden Rule to sales and marketing and why Mike doesn’t believe in the “one-call close” approach
The power of educating customers and why it’s more impactful than hard selling
The value of delegating and outsourcing tasks to specialists
How Mike ensures his employees are passionate about customer service
What motivates Mike to continue being an important part of his organization
How Mike balances being a father, a sibling, and a business leader
How Mike’s views on money have changed since he started his business
His advice for people embarking on their entrepreneurial path

Our Favorite Quotes:

“Sell unto others the way you want to be sold onto. And you don’t really want to be ‘sold’ onto—you want to be educated.” - Zak Leedom
“If you do things right, if you’re a moral, ethical human being, the money will come.” - Mike Rosati
“Sometimes, to earn business, you have to give a little in the process.” - Zak Leedom

Connect with Mike Rosati:

About WealthSource and The Originators Podcast

Originators is a show for and about entrepreneurs. In each episode, host Zak Leedom sits down with business builders and the professionals who serve them to talk about the challenges and the opportunities that come with starting something new. Our guests explore what it means to be a successful founder, a good leader, and an effective executive — and whether it’s possible to do all three. Join us to hear their stories and lessons learned — and to get inspired by their tenacity and creativity.

Zak Leedom works for WealthSource, an independent financial advisory firm with offices across the US. All opinions expressed by Zak are his own opinions and do not reflect the opinions of WealthSource. This podcast should not be relied upon for financial decisions.

Email Zak Leedom at zleedom@wealthsource.com with questions, comments, and to schedule a one-on-one conversation.

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This podcast is distributed for informational purposes only. Statements made in the podcast are not to be construed as personalized investment or financial planning advice, may not be suitable for everyone and should not be considered a solicitation to engage in any particular investment or planning strategy. Listeners should conduct their own review and exercise judgment or consult with their own professional financial advisor to see how the information contained in this podcast may apply to their own individual circumstances. All investing involves risk of loss, including the possible loss of principal. Past performance does not guarantee future results and nothing in this podcast should be construed as a guarantee of any specific outcome or profit. All market indices discussed are unmanaged, do not incur management fees, costs and expenses, and cannot be invested into directly. Investment advisory services offered by WealthSource Partners, LLC. Insurance products and services offered by WealthSource Insurance Solutions, LLC. Neither WealthSource Partners, LLC nor WealthSource Insurance Solutions, LLC or their representatives provide legal or accounting advice. The content of this podcast represents the views and opinions of Zachary Leedom and/or the podcast’s guests and do not necessarily represent the views and/or opinions of WealthSource Partners, LLC. Statements made in this podcast are subject to change without notice. Neither WealthSource Partners, LLC nor WealthSource Insurance Solutions, LLC or their representatives, the podcast’s hosts or its guests have an obligation to provide revised statements in the event of changed circumstances.