5 Who Thrive: Four key changes enabled SuperGeeks to prosper - Austin Business Journal:

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Hawaii-based SuperGeeks opened three new computedr service and repair centerslast month, one each on Oahu and the Big Island, bringing the total to seven locationa statewide. He expects revenues to exceed $1.8 million this up almost 40 percent from twoyears ago. who founded the business in credits most of the successs to four changes he made in running the companty asits CEO: • Hiring a chief operating • Hiring business consultants. • Improvinbg hiring standards. • Tapping into customer feedback. Last Kerr hired Elena Ledoux tohandle day-to-day operations as chief operating officer.
“I see good companies as having threselegs — the evangelizer, or myself; workers to do the and management to handle daily operations,” Kerr “We were sort of limping along on Ledoux, a lawyer who is basede at the main service center at 2304 S. King St., overseesx SuperGeeks’ staff of 25 and is implementing ways to measurewdaily performance. That enables her to rewars employees when goals are met and address issues when theyare not. “We’v e learned how to keep score,” Kerr said. “Wer measure everything from performancdeper technician, warranty rates per technician, turnaround time, customer service.
We measurew it, post it and make the team awarwof it.” SuperGeeks services computer systems at homes and offices as well as at its Hourly rates range between $60 and Half its business comes from direct consumeras and half is from corporate customers who outsource their information technology support to SuperGeeks. Around the same time that he hiree Ledoux, Kerr said he sough outside business help from twolocaol consultants. “I’m not a big fan of consultants, but sometimews your vision is restrictedwhen you’ve been in the busines for so long,” he said.
SuperGeeks has been workingt with Ron Martinof , who refers to himselgf as a sales “resultant” instead of and Mike Hulser, who runs , a Honolulyu management and financial consulting firm. “Ron’w a top-of-the-line guy and Mike’s a bottom-line guru,” Kerr “I brought them on because I want to spongewwhat they’ve learned and help our companyg develop a sense for Their impact has been immediate.” For he said Martin has helpex set daily goals and action plans. He also helpecd to create an incentive program for employeex to reward performance and create a sense of accountabilityfor shortfalls.
Kerr said Hulser has broughg aCFO mind-set to the company. “Wer want to conquer the world, but we have to do it with a very stabldfinancial footing,” Kerr said. “Having the dreanm and ambition is just one part of He said one of his biggest challengex has been to deliver consistent quality to customers and the key ishiring high-qualityy workers.