In this episode of Nuts and Bolts of Leadership, Billy Duren interviews Jared Levin, CEO of Mainely Tubs, based in Scarborough, Maine. Jared shares his journey of becoming CEO right at the start of the COVID-19 pandemic, and how the company faced and adapted to the challenges. He talks about Mainely Tubs' unique employee-owned culture, their focus on hiring team players who are "humble, hungry, and smart," and keeping a "low jerk factor." Jared gives examples of how the company goes above and beyond for customers, emphasizing the mission to "leave you saying wow." He also discusses how leadership means setting an example, like picking up trash in the parking lot, and the importance of steady communication across locations with regular meetings and welcome breakfasts for new team members. The conversation covers lessons learned from leadership challenges, the value of reading management books, and the role of mentors. Jared gives practical advice for emerging leaders: focus on learning, find mentors, and lead for the right reasons, not just for rewards. 3 Key Listener Takeaways Here are three key takeaways for leaders in any industry: 1. Culture of Teamwork and "Low Jerk Factor" Jared emphasized that Mainely Tubs places high value on hiring and retaining humble, hungry, and smart team players, openly communicating their "low jerk factor" policy. This approach fosters a positive, collaborative work environment where teamwork is essential to both employee satisfaction and customer service. 2. Ownership Mindset in an Employee-Owned Company Mainley Tubs is 100% employee-owned, and Jared explained how this drives an ownership mentality, with team members often going the extra mile, whether it's staying late to help a customer or pitching in across departments. This sense of ownership translates into pride, responsibility, and exceptional service. 3. Service as the Core Differentiator In a commodity-driven industry, Jared highlighted that the only true differentiator is customer service, not product. The company's mission, "Leave you saying wow," depends on under-promising, over-delivering, and training all teams, from sales to service, to consistently exceed customer expectations. Show Overview 00:00 Adapting business during the pandemic 08:13 Why Jared loves his hot tub 13:43 Focusing on customer experience 21:18 Thinking like an owner 22:50 Leading by example 29:51 Company growth and customer focus 36:16 Team going above and beyond 40:40 Managing team dynamics 47:40 Leadership lessons and smooth transition 54:26 Advice for aspiring leaders 56:46 Experiencing Whitewater after rapid growth