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Sales vs Customer Service: What Taylor Milliken Learned Going from $14M to $13M | The Grow Show

📅 October 11, 2025 ⏱️ 38:53 🎤 Marty Grunder, Taylor Millikin

Chapters

Click to jump to section

  • 0:20
    Introduction to Taylor Millikin
    Marty Grunder introduces Taylor Millikin, CEO of Malloi, and shares a heartfelt thank you note from a listener.
  • 4:37
    Early Days & Key Moments
    Taylor recounts starting his landscaping company at 19 and two significant early projects that shaped his professional approach.
  • 14:52
    The Property Line Lesson
    Taylor shares a humbling experience with a pool project that crossed a property line, emphasizing the importance of surveys and humility.
  • 23:42
    Sales vs. Customer Service
    Taylor discusses a crucial reset in his company, shifting focus from sales to making customer service the driver of growth.
  • 27:36
    Business Mix & Growth
    Taylor details Malloi's revenue split between construction and maintenance, and residential vs. commercial clients.
  • 30:27
    Balancing Innovation & Focus
    Taylor explains his process for filtering new ideas through vision, core values, and client/employee impact to avoid distractions.
  • 43:16
    Leadership & Team Feedback
    Taylor highlights the importance of having a leadership team that can provide honest feedback, even when it challenges his views.
  • 48:53
    Technology & Learning
    Taylor discusses Malloi's approach to technology, including autonomous mowers, and the company's commitment to continuous learning through books.
  • 1:00:28
    Future Outlook
    Taylor shares his optimistic outlook for Malloi, aiming for record sales and market share growth in the coming years.

Speakers

M
Marty Grunder
Host — from the Grow Group and Grunder Landscaping Company
T
Taylor Millikin
founder and CEO of Malloi

Key Takeaways

✦

Prioritize customer service as the foundation for sales, as happy clients are the best advocates for future work.

✦

Implement a robust process for vetting new ideas, ensuring they align with your company's vision, core values, and impact on clients and employees.

✦

Embrace humility and seek feedback from your team, creating a safe space for them to challenge ideas and suggest improvements.

✦

Invest in technology and continuous learning, like robotic mowers and industry-relevant books, but ensure clear ownership for successful implementation.

✦

Develop a 'know your no' strategy by identifying your ideal client and the types of projects or services that do not align with your core strengths and goals.

✦

Always get surveys for projects to avoid costly property line disputes and ensure compliance, especially in complex installations.

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