On this episode, Rick Russo, the leader of Velosio's Concierge Desk, joins CEO Robbie Morrison to discuss his career journey and passion for customer experience.

Key Episode Takeaways:

- Rick shares how his "full hands in, full hands out" philosophy, influenced by his early jobs, drives his team's proactive, forward-thinking approach to client support.

- Customer Education: A key strategy is to not just solve a customer's immediate problem, but to educate and empower them to be able to self-serve in the future.

- Proactive Thinking: The "three steps ahead" principle is a forward-thinking approach that encourages anticipating a client's downstream needs and taking the initiative to address them.

- Value-Added Communication: The "full hands in, full hands out" principle, originally from the restaurant industry, is applied to business operations to mean always adding value.

- Cross-departmental Collaboration: The podcast highlights the importance of incorporating relevant stakeholders into communication to maintain momentum on a case and avoid redirection.

- Recognition and Motivation: Celebrating wins, both big and small, in public channels is used to build momentum and reinforce best practices, which in turn motivates the team.

- Continuous Learning: Rick's personal passion for staying current on technology and his use of data tracking for fitness demonstrates a growth mindset that is applicable to professional development.

Career Journey Before Velosio ‎ 2:25

Personal Health and Technology ‎ 5:14

Concierge Team's Best Practices ‎ 7:31

Unexpected Skills Developed at Velosio ‎ 9:12

Best Career Advice ‎ 12:05

Connect with Rick Russo: https://www.linkedin.com/in/rick-russo-314a561/

Connect with Robbie Morrison: https://www.velosio.com/team-member/robbie-morrison/

Learn More About Velosio: https://velosio.com

Work at Velosio: https://velosio.com/careers