From Cleaner to Chief Development Officer: Tom Kruse on Leading With Humility and Earning Client Trust

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.