Kelly Roach of Kelly Roach International: Navigating Challenges and Ensuring Customer Satisfaction During Growth
Kelly Roach is one of the only female founders in the online space to build her company from 0 to 8 figures with zero debt, investors, or outside funding. Kelly is a former NFL cheerleader and Fortune 500 executive turned 8-figure+ entrepreneur, empowering thousands around the globe to achieve financial and lifestyle freedom through entrepreneurship.
Kelly is a multi-international best-selling author, Top 20 podcast host, and philanthropist who has been featured in major media such as ABC, NBC, Fox, and Forbes. She is also the recipient of prestigious awards, including #287 on the Inc. 5000 list, The Stevie® Awards Woman of the Year, TITAN CEO of the Year, and Inc.’s Best in Business.
We are thrilled to have you join us today! Let’s start off with a little introduction. Tell our readers a bit about yourself and your company
Kelly Roach: I worked in a Fortune 500 company, where I was promoted seven times in eight years, became the youngest senior vice president, and managed a team of 100 people across 17 locations. I loved the work—I enjoyed teaching, coaching, and training, as well as the sales, growth, and business management aspects. However, the work didn’t fully satisfy my desire to make a meaningful difference in the world. I wanted more direct, hands-on work with people. That’s why I decided to take my business knowledge and expertise and use it to teach others. I aimed to combine billion-dollar corporate strategies with internet marketing tactics to make a positive impact and share my story of overcoming hard times on my journey.
What were the most significant challenges you faced during the scaling process, and how did you overcome them?
Kelly Roach: Once we perfected our Live Launch strategy, we successfully scaled to two consistent million-dollar launches. Our primary challenge became growing leaders as quickly as we were hiring producers. We faced two key issues: first, keeping up with hiring enough support staff to deliver exceptional, customized support for each of our clients; and second, developing leadership fast enough to manage the scope effectively, ensuring it remained manageable within our bandwidth.
How did you ensure that your company culture remained intact as your business expanded?
Kelly Roach: I believe this is one of the greatest challenges in scaling a business. When it’s a small company with a tight-knit team, it’s easier to maintain the culture because you, as the source of the vision, are involved in all the conversations, meetings, and activities.
However, as you scale and become less involved in various areas, that’s when culture can begin to break down. It’s crucial to ensure that anyone leading on your behalf can embody the company culture and foster collaboration and teamwork, empowering others to reach their full potential.
This requires a certain level of maturity in the leadership team to sustain the culture and maintain the strategies necessary for ensuring quality and customer satisfaction.
What strategies did you employ to maintain quality and customer satisfaction while scaling rapidly?
Kelly Roach: We developed productivity models to assess the scope of clients that each team member could effectively manage while maintaining high levels of client support and results as we scaled. Key components of this approach included hiring leadership, establishing development and productivity models, implementing client caps, and creating structured communication and reporting systems.
Can you share a specific turning point that was crucial for your business’s successful scaling?
Kelly Roach: For us, the biggest turning point in our scaling process was developing the Live Launch Method. We didn’t just use it for our own business; we also taught other businesses how to sell in a one-to-many capacity. This approach led to many significant client success stories and contributed greatly to our own business successes.
How did you manage the financial aspects of scaling, particularly in securing funding and maintaining cash flow?
Kelly Roach: We did not rely on funding or loans to scale the business; we bootstrapped our growth. This required staying very close to our financials—understanding our expenses and revenue, knowing where we could maintain operations and where we could invest. It was crucial to manage wasteful spending and eliminate it, allowing us to allocate resources toward the right initiatives that would make the biggest impact.
Jed Morley, VIP Contributor to WealthDefined and the host of this interview would like to thank Kelly Roach for taking the time to do this interview and share his knowledge and experience with our readers.
If you would like to get in touch with Kelly Roach or his company, you can do it through her – Linkedin Page
