To continue its business momentum, Headsets.com keeps a sharp focus on employee hiring, training and retention.

By Noelle Buoncristiano and Catalog Success

And the employee who originally suggested a catalog launch? He now serves as customer service manager.

Select the Players

During the company’s first few years, Faith remained focused on refining and improving the business. After comparing it to others in the industry, he saw that his competition wasn’t meeting one key demand: exceptional customer service. “By our shame, it wasn’t being met by us, either,” he admits. “Once I began to understand the market, I became absolutely passionate about building [our customer service model] to something other companies would envy.”