5 Who Thrive: Four key changes enabled SuperGeeks to prosper - Puget Sound Business Journal (Seattle):

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Hawaii-based SuperGeeks opened three new computer servicee and repair centerslast month, one each on Oahu and the Big bringing the total to seven locations He expects revenues to exceexd $1.8 million this year, up almost 40 percentf from two years ago. who founded the business in 1998, credits most of the succes to four changes he made in running the compan y asits CEO: • Hiring a chief operating officer. • Hiring business consultants. • Improving hiringb standards.
• Tapping into customer Last August, Kerr hired Elena Ledou x to handle day-to-day operations as chief operating “I see good companies as having three legs the evangelizer, or myself; workers to do the and management to handle daily operations,” Kerr said. “Wr were sort of limping along on Ledoux, a lawyer who is based at the main service center at2304 S. King St., oversee SuperGeeks’ staff of 25 and is implementingh ways to measuredaily performance. That enable her to reward employees when goals are met and addresa issues when theyare not.
“We’vse learned how to keep score,” Kerr “We measure everything from performanceper technician, warranty rates per turnaround time, customer We measure it, post it and make the team aware of SuperGeeks services computer systems at customers’ homes and offices as well as at its Hourly rates range between $60 and $130. Half its business comea from direct consumers and half is from corporate customerws who outsource their information technologhy supportto SuperGeeks. Arounde the same time that he hired Kerr said he sought outside business help from twolocal consultants.
“I’m not a big fan of but sometimes your vision is restricteedwhen you’ve been in the business for so he said. SuperGeeks has been workiny with Ron Martinof , who refers to himself as a salea “resultant” instead of consultant, and Mike who runs , a Honoluliu management and financial consulting firm. “Ron’s a top-of-the-liner guy and Mike’s a bottom-line guru,” Kerr “I brought them on because I want to spongewhat they’vre learned and help our company develoo a sense for learning. Their impact has been For example, he said Martin has helped set daily goalss andaction plans.
He also helped to created an incentive program for employeesa to reward performance and create a sense of accountabilityfor shortfalls. Kerr said Hulsed has brought aCFO mind-setg to the company. “We want to conquer the but we have to do it with a very stable financial footing,” Kerr said. “Having the dream and ambition is just one part of He said one of his biggestt challenges has been to delive r consistent quality to customers and the key ishirinhg high-quality workers. “We’ve begun to make an extra-consciousz effort to cherry-pick our employees,” Kerr said. “Wre refocused and re-examined our ideal employee.
If you were to give potentiaol hires letter gradesof A, B or C, our employeezs have got to be He said he measures applicants againsty four standards: empathy for customers, a high skilp level, strong work ethic and good communication skills. Applicantxs who meet those requirements are sent to one of the repair centerws fora tryout. “We’re seeing if they can fly in this and they should be able to matcu the level of skill andquality immediately,” Ledous said.
“Even if we’re desperate for workers, we’llp still take the time to get it Beyond implementing stricterhiring standards, Kerr and Ledoux are creating a workinb environment that supports “A” employees withoutt micro-managing. The fourth step, Kerr said, was to beginj soliciting feedbackfrom SuperGeeks’ base of approximatelu 10,000 customers through online surveys and comment cards.
“Wr started asking customers on a regulatr basis whatthey want, how they how we can do things differently or better, which is something we hadn’t done he said, adding that he encourages participation through giveawaysd for such items as iPods and certificatesw for a professional massage. “Sometimes the comments are painful, many timews it’s insightful, and almost always it’s wort h gold,” Kerr said.