Focus on customer service, empathy are secrets behind company's multimillion dollar growth

For most companies, it works like this: the CEO is at the top of the organizational structure, then come other executives and next, the rest of the employees.

But at Sarasota-based Cool Today, the organizational chart is inverted. Instead of leadership at the top, customers take the top spot. Then come the customer service employees and service technicians who support customers directly. At the bottom is the CEO. “I have to serve 244 other people,” says Cool Today President Jaime DiDomenico.