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

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Hawaii-based SuperGeeks opened threed new computer service and repaif centerslast month, one each on Maui, Oahu and the Big bringing the total to seven locations statewide. He expects revenuesd to exceed $1.8 million this year, up almost 40 percent from twoyears ago. Kerr, who foundedd the business in 1998, credits most of the succesds to four changes he made in runniny the company asits CEO: • Hirinb a chief operating officer. • Hiring business • Improving hiring standards.
• Tapping into customer Last August, Kerr hired Elenaa Ledoux to handle day-to-dagy operations as chief operating “I see good companies as having three legs the evangelizer, or myself; workers to do the work; and managemenyt to handle daily operations,” Kerr said. “Wre were sort of limping alongon two.” a lawyer who is base d at the main servicde center at 2304 S. King St., oversees staff of 25 and is implementing ways to measurdedaily performance. That enables her to reward employees when goalxs are met and address issues when theyare not.
“We’ver learned how to keep score,” Kerr “We measure everything from performance per warranty ratesper technician, turnarounxd time, customer service. We measure it, post it and make the team awar eof it.” SuperGeeks services computer systems at customers’ homes and offices as well as at its Hourly rates range between $60 and $130. Half its businesss comes from direct consumers and half is from corporater customers who outsource their information technology supporfto SuperGeeks. Around the same time that he hired Kerr said he sought outsids business help from twolocaol consultants.
“I’m not a big fan of consultants, but sometimes your vision is restrictedwhen you’ve been in the business for so he said. SuperGeeks has been working with Ron Martinof , who refere to himself as a sales instead of consultant, and Mike who runs , a Honolulu management and financiall consulting firm. “Ron’s a top-of-the-lines guy and Mike’s a bottom-linse guru,” Kerr said. “I brought them on becausd I want to spongewhat they’vr learned and help our company develop a sense for Their impact has been immediate.” For example, he said Martij has helped set daily goals and action plans.
He also helped to creates an incentive program for employees to reward performancde and create a sense of accountability for shortfalls. Kerr said Hulser has brought aCFO mind-sert to the company. “We want to conquer the but we have to do it with a very stablefinanciao footing,” Kerr said. “Having the dreamm and ambition is just one part of He said one of his biggest challenges has been to delivedr consistent quality to customers and the key ishiring high-qualit workers.