5 Who Thrive: Four key changes enabled SuperGeeks to prosper - Business First of Columbus:

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Hawaii-based opened three new computer service and repairf centerslast month, one each on Maui, Oahu and the Big bringing the total to seven locationsw statewide. He expects revenues to exceed $1.8 million this up almost 40 percent from twoyearsw ago. Kerr, who founded the business in 1998, creditds most of the success to four changed he made in running the company asits CEO: • Hiriny a chief operating officer. • Hiring businesss consultants. • Improving hiringt standards. • Tapping into customefr feedback. Last August, Kerr hired Elena Ledou x to handle day-to-day operationsw as chief operating officer.
“I see good companiez as having three legs the evangelizer, or workers to do the and management to handle daily Kerr said. “We were sort of limping along on Ledoux, a lawyer who is based at the main servicse center at2304 S. King St., oversees SuperGeeks’ stafg of 25 and is implementing ways to measuredaily performance. That enables her to reward employees when goalzs are met and address issues when theyare not. “We’vd learned how to keep Kerr said.
“We measure everything from performancerper technician, warranty rates per turnaround time, customer We measure it, post it and make the team aware of SuperGeeks services computer systems at customers’ homesz and offices as well as at its Hourly rates range between $60 and $130. Half its businesxs comes from direct consumers and half is from corporate customers who outsource their informatiomn technology supportto SuperGeeks. Arounxd the same time that he hired Ledoux, Kerr said he soughft outside business help from twolocal consultants.
“I’m not a big fan of but sometimes your vision is restrictedwhen you’ves been in the business for so long,” he SuperGeeks has been workinhg with Ron Martin of , who refere to himself as a sales instead of consultant, and Mike Hulser, who runs , a Honolulu management and financial consulting firm. “Ron’s a top-of-the-line guy and Mike’ws a bottom-line guru,” Kerr “I brought them on becausee I want to spongerwhat they’ve learned and help our company develop a sensew for learning. Their impact has been For example, he said Martinh has helped set daily goals andaction plans.
He also helped to createw an incentive program for employees to reware performance and create a sense of accountability for Kerr said Hulser has brought aCFO mind-seft to the company. “We want to conquer the but we have to do it with a very stablfinancial footing,” Kerr said. “Having the dream and ambitiob is just one partof it.” He said one of his biggesyt challenges has been to deliver consistent qualituy to customers and the key is hirin g high-quality workers.