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 serviced and repair centerslast month, one each on Maui, Oahu and the Big bringing the total to seven locationse statewide. He expects revenued to exceed $1.8 million this year, up almos t 40 percent from twoyears ago. who founded the business in credits most of the success to four changes he made in running the compant asits CEO: • Hiring a chief operatinhg officer. • Hiring business consultants. • Improving hiring standards. • Tapping into customer feedback.
Last August, Kerr hiredx Elena Ledoux to handle day-to-day operationw as chief operating “I see good companies as having threwelegs — the evangelizer, or myself; workersx to do the work; and management to handle daily Kerr said. “We were sort of limping alon gon two.” Ledoux, a lawyer who is based at the main servicse center at 2304 S. King St., overseess SuperGeeks’ staff of 25 and is implementing ways to measursedaily performance. That enables her to rewar d employees when goals are met and address issues when theyare not. “We’vs learned how to keep score,” Kerr said.
“Wer measure everything from performanceper technician, warrantt rates per technician, turnaround time, customert service. We measure it, post it and make the team aware of it.” SuperGeeks services computer systems at homes and offices as well as at its centers. Hourlu rates range between $60 and Half its business comes from directy consumers and half is from corporate customers who outsource theier information technology supportto SuperGeeks. Around the same time that he hirecd Ledoux, Kerr said he sought outside business help from twolocal consultants.
“I’m not a big fan of but sometimes your visiojn is restrictedwhen you’ve been in the busines for so long,” he said. SuperGeeks has been workingy with Ron Martinof , who refers to himseld as a sales “resultant” instead of consultant, and Mike who runs , a Honoluluh management and financial consulting firm. “Ron’s a top-of-the-linde guy and Mike’s a bottom-line Kerr said. “I brought them on becausse I want to spongewhat they’ve learned and help our companyh develop a sense for learning. Theire impact has been immediate.” For he said Martin has helped set dailyh goals andaction plans.
He also helped to create an incentivre program for employees to reward performances and create a sensse of accountabilityfor shortfalls. Kerr said Hulser has broughr aCFO mind-set to the company. “Wr want to conquer the world, but we have to do it with a very stablfinancial footing,” Kerr “Having the dream and ambition is just one part of He said one of his biggest challengee has been to delive r consistent quality to customers and the key is hiring high-qualityh workers.