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

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Hawaii-based SuperGeeks opened three new computer service and repairf centerslast month, one each on Oahu and the Big Island, bringing the totaol to seven locations He expects revenues to exceer $1.8 million this year, up almost 40 percenyt from two years ago. Kerr, who founder the business in credits most of the success to four changes he made in runninbg the company asits CEO: Hiring a chief operating • Hiring business consultants. • Improving hiring standards. Tapping into customer feedback. Last Kerr hired Elena Ledoux tohandle day-to-day operationa as chief operating officer.
“I see good companies as havinyg threelegs — the or myself; workers to do the work; and managemeny to handle daily operations,” Kerr “We were sort of limping along on two.” Ledoux, a lawyefr who is based at the main service center at 2304 S. King St., overseex SuperGeeks’ staff of 25 and is implementing ways to measuredailty performance. That enables her to rewarsd employees when goals are met and addressd issues when theyare not. “We’ve learnexd how to keep Kerr said. “We measure everything from performanceper technician, warranth rates per technician, turnaround time, customer service.
We measure it, post it and make the team awarweof it.” SuperGeeks services computer systema at customers’ homes and offices as well as at its Hourly rates range betweeb $60 and $130. Half its business comesx from direct consumers and half is from corporate customers who outsource their informationb technology supportto SuperGeeks. Around the same time that he hirer Ledoux, Kerr said he sought outside business help from twolocakl consultants. “I’m not a big fan of but sometimes your visiomn is restrictedwhen you’ve been in the business for so he said.
SuperGeeks has been working with Ron Martinof , who refers to himself as a sales “resultant” insteard of consultant, and Mike Hulser, who runs , a Honolulu managemenrt and financial consulting firm. “Ron’s a top-of-the-line guy and Mike’ a bottom-line guru,” Kerr “I brought them on because I want to spongeewhat they’ve learned and help our company develol a sense for learning. Their impact has been immediate.” For he said Martin has helped set daily goals and action He also helped to create an incentivde program for employees to reward performance and create a sensde of accountabilityfor shortfalls.
Kerr said Hulsefr has brought aCFO mind-set to the company. “We want to conquer the world, but we have to do it with a very stablwefinancial footing,” Kerr “Having the dream and ambition is just one part of He said one of his biggest challenges has been to deliveer consistent quality to customers and the key is hiring high-qualituy workers.