As Mitch Smith and I sit down for another deep dive, we unpack the often-overlooked cornerstone of business success: retention. While many focus on acquiring the next customer, Mitch makes the case for doubling down on delivering exceptional service and retaining the ones you already have. From metrics that matter to building a team that owns their craft, this conversation is packed with practical advice for business owners at any stage. Join us as we explore the habits and principles that have guided Mitch through his 17+ years at Rollins and his current leadership at Saela.

Learn how to:

Build a strong service foundation that retains customers.
Use key metrics like NPS scores and reservice rates for success.
Unlock the full potential of your profit and loss (P&L) statements.
Lead your team effectively while fostering a culture of excellence.
Make smarter decisions during business acquisitions.

About the Host:
Paul Giannamore is the Managing Director of The Potomac Company and a renowned Mergers and Acquisitions sell-side advisor with extensive experience in the service industry. Known for his expertise in navigating complex transactions and maximizing value for business owners, Paul brings unparalleled insights into the business growth journey.

About the Guest:
Mitch Smith is the President and COO of Saela Pest Control. With a career spanning decades, Mitch has held key leadership roles at Rollins and True Green, mastering the art of customer retention, operational efficiency, and scaling service businesses. His expertise lies in building sustainable, customer-focused companies that thrive.