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In this episode of the BSCAI podcast, Tom Kruse, Chief Development Officer at Marsden Holding, LLC, shares his insights on customer engagement and retention. Drawing from his early days as a frontline cleaner, Tom emphasizes the importance of leading with humility and staying connected to the people behind the service. He outlines his framework for success — paying attention, ensuring competence, and showing care — not just to customers, but to employees as well. With experience acquiring over 30 companies, Tom also discusses how to maintain consistent service and values during times of transition.
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