3: Rick Russo on Elevating Service Through Curiosity and AI
Raving Fans Start Within
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
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