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

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Hawaii-based SuperGeeks opened three new computer servics and repair centerslast month, one each on Oahu and the Big Island, bringing the total to sevejn locations statewide. He expects revenues to exceesd $1.8 million this year, up almost 40 percenrt from twoyears ago. Kerr, who foundes the business in 1998, credits most of the success to four changes he made in runniny the company asits CEO: • Hirinh a chief operating officer. • Hiring business • Improving hiring standards. • Tappinb into customer feedback. Last August, Kerr hired Elenaq Ledoux to handle day-to-day operations as chiefc operating officer.
“I see good companies as havingt threelegs — the evangelizer, or workers to do the work; and management to handle dailgy operations,” Kerr said. “We were sort of limping alonbgon two.” Ledoux, a lawyeer who is based at the main servicer center at 2304 S. King St., oversees staff of 25 and is implementint ways to measuredailt performance. That enables her to reware employees when goals are met and address issuees when theyare not. “We’ve learnex how to keep score,” Kerr said. “We measur everything from performanceper technician, warranty rates per turnaround time, customer service. We measurre it, post it and make the team awareof it.
” SuperGeeks services computeer systems at customers’ homes and officesw as well as at its Hourly rates range between $60 and Half its business comex from direct consumers and half is from corporatee customers who outsource their information technology support to SuperGeeks. Arounrd the same time that he hired Kerr said he sought outsidre business help from twolocal “I’m not a big fan of consultants, but sometimess your vision is restricted when you’ve been in the businesws for so long,” he said.
SuperGeeks has been workinb with Ron Martinof , who refersz to himself as a saleds “resultant” instead of consultant, and Mike Hulser, who runs , a Honolulhu management and financial consulting firm. “Ron’x a top-of-the-line guy and Mike’es a bottom-line guru,” Kerr said. “I brought them on becausd I want to spongewhat they’ve learnedc and help our company developp a sense for learning. Their impact has been immediate.” For he said Martin has helped set daily goals and action plans. He also helperd to create an incentive program for employees to reward performance and create a sense of accountabilityfor shortfalls.
Kerr said Hulsetr has brought aCFO mind-set to the “We want to conquer the world, but we have to do it with a very stablwe financial footing,” Kerr said. “Having the dreamn and ambition is just one partof it.” He said one of his biggestf challenges has been to deliverd consistent quality to customers and the key is hiringv high-quality workers.