When Jay Falconio was hired by Remco Insurance Services to oversee operations and human resources, he was instructed to grow what was essentially a mom and pop commercial insurance business. Jay had transitioned from a career in hospitality, and he didn’t know a thing about his new industry. But he knew about people and how to treat them well, so, Joe did what he knew best. He found local talent to whom he gave time, attention, and guidance. He got to know employees as people outside of work, and they, in turn, bought into the culture at Remco. Listen and discover what it looks like to treat your employees and customers as if they were family and how you can balance accountability with caring.  Be sure to check out our show notes at staypaidpodcast.com for more in-depth information and added details not included in the episode.  Connect | Resources  Call Jay direct: 267-346-0202  Social media: @remcoinsuranceservices  Blog: Get to Know Your Clients with the F.O.R.D. Method  Blog: The Science of How to Be a Memorable Service Professional  Book: Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Client Retention   We are a participant in the Amazon Services LLC Associates Program, an advertising program designed to provide a means for ReminderMedia to earn a small fee by linking to Amazon.com and affiliated sites.  0:00     Introduction  1:05     Putting the “P” in persistence  2:34     Jay’s background story  5:13     Growing a small company  6:37     Building a family-like company culture  8:42     Finding employees that fit a culture  10:57   Offer security to attract employees  12:55   Benefits of niche job positions  14:54   Balance accountability with family-like culture  19:12   Marketing a small business  25:57   Jay’s routine and words to live by  25:12   Action Item