In this episode of Operations Excellence, host Mark O’Donnell sits down with Mark Roberts, co-founder and Executive Vice President of Staff Leasing, to talk about 36 years of helping companies streamline HR, payroll, benefits, and compliance. From starting with a single desk and a phone to building a Fortune 500–level benefits package for small and mid-sized businesses, Mark shares how Staff Leasing becomes a true extension of their clients’ teams. They discuss the challenges of starting a business, the importance of listening to clients’ needs, how company culture impacts talent retention, and why great customer service still matters. Packed with real-world insights, this conversation is a masterclass in building long-term business relationships and adding value that goes far beyond the bottom line.