Voice of the Customer, Voice of the Team with Rich "Raz" Razgaitis

Mar 31, 2026

55:46

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On this episode of Quality Time with MoreSteam, we welcome back Rich "Raz" Razgaitis to the show. Host Dan Swartwout has known Raz since the second grade. Raz was also the second guest ever on Quality Time with MoreSteam. That was two years ago, and as you will learn, a lot has happened since then.

Raz is the co-founder and CEO of FloWater, a company on a mission to restore clean drinking water across the United States. Raz's mission is the same. But two years later, the company has grown a lot. (Oh, and since that last episode, Raz has been named EY's Entrepreneur of the Year for the Mountain West. Not bad.)

Raz and Dan dig into what it actually takes to scale a business the right way. How do you rebuild a team after a crisis forces you to downsize? How do you design a hiring process that shows you something real about a candidate? Raz looks for two things in a potential employee: competency and chemistry. He explains exactly what he means by both, and why getting one without the other can cost you.

Raz also shares the story of a tagline his team spent months developing that his customers completely ignored. It turns out the customers had already written a better one themselves. This episode is a great reminder that voice of the customer cannot be manufactured in a conference room.

Because they've been friends for over 40 years, the conversation between Dan and Raz is just as fun as it is informative. They talk about Raz's children's book, which went to number one with a bullet. And Raz shares how cooking dinner sometimes means more than just cooking dinner. Raz and Dan's second grade teacher, Ms. Blume, would be proud of this episode. We think you'll like it, too.

In this episode you'll hear about:

2:34 - Reintroducing Raz and FloWater

7:16 - Crossing one billion plastic bottles saved

10:25 - Redesigning processes while rebuilding the team

13:44 - Competency and chemistry

18:53 - Finding the right chemistry fit

23:31 - Continuous improvement in the interview process

32:29 - Learning the Voice Of The Customer while building a business

40:49 - Standardizing processes to ensure quality at every station

46:13 - Entrepreneur of the Year

47:13 - Clean Water is Awesome: No, Really!

50:23 - Steak dinners