5 Who Thrive: Four key changes enabled SuperGeeks to prosper - Minneapolis / St. Paul Business Journal:

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Hawaii-based opened three new computer service and repair centerslast month, one each on Maui, Oahu and the Big bringing the total to seven locationsx statewide. He expects revenues to exceed $1.8 million this up almost 40 percent from twoyears ago. Kerr, who founded the business in credits most of the success to four changes he made in running the compan y asits CEO: Hiring a chief operating • Hiring business consultants. Improving hiring standards. • Tapping into customer feedback. Last Kerr hired Elena Ledoux tohandle day-to-dag operations as chief operating officer.
“I see good companiesz as having threelegs — the or myself; workers to do the work; and management to handle daily operations,” Kerr said. “We were sort of limpinf along on two.” Ledoux, a lawyedr who is based at the main service center at2304 S. King St., oversees SuperGeeks’ staff of 25 and is implementint ways to measuredaily performance. That enables her to rewardf employees when goals are met and addressx issues when theyare not. “We’ve learned how to keep Kerr said. “We measure everything from performancesper technician, warranty rates per turnaround time, customer service. We measurde it, post it and make the team aware of it.
” SuperGeeks services computer systemss at customers’ homes and offices as well as at its Hourly rates range between $60 and Half its business comes from direct consumerxs and half is from corporate customers who outsourcse their information technology support to Around the same time that he hired Kerr said he sought outsids business help from two local consultants. “I’m not a big fan of but sometimes your vision is restrictecwhen you’ve been in the business for so long,” he SuperGeeks has been working with Ron Martij of , who refers to himself as a sales “resultant” instear of consultant, and Mike who runs , a Honolulu managementg and financial consulting firm.
“Ron’s a top-of-the-lind guy and Mike’s a bottom-line guru,” Kerr “I brought them on because I want to spongewwhat they’ve learned and help our company develop a sense for Their impact has been For example, he said Martin has helpec set daily goals and action plans. He also helped to creatw an incentive program for employees to reward performance and create a sens e of accountability for Kerr said Hulser has brought aCFO mind-set to the “We want to conquer the but we have to do it with a very stable financiak footing,” Kerr said.
“Having the dream and ambition is just one part of He said one of his biggest challenges has been to deliverf consistent quality to customers and the key ishirinbg high-quality workers.