Your team is the backbone of your business and our expert consultants will identify improvement opportunities and pragmatic solutions that will motivate your staff and improve your customer experience.

Running a business is hard, especially if you are constantly wondering whether your team is fulfilling on your brand promise. It’s not only hiring the right people, it’s also providing your staff with support and incentives that make them not only come to work but to be ambassadors for your business. Think about it this way, if you have a staff that is engaged and highly skilled then you have basically multiplied your ability to grow your business and keep your customers happy. That sounds like a good investment to us.

-Dr. Crosby Roper, Owner, Bay Park Veterinary Clinic

Bay Park Veterinary Clinic Case Study

This veterinary practice had been proudly serving the community for over 20 years and knew that they had to keep laser focused on customer expectations to continue to grow. To do that, they needed to invest in their staff both through education of best-in-class customer service, technical training and a compensation model that valued results. But it’s a tricky thing to get the balance right while still coping with day-to-day demands of the business. That’s where we came in with training, a strategy and most importantly a clear and consistent evaluation model to ensure employees were compensated by being ambassadors of this valuable brand.

How We Did It

• Identified high performing employee behaviors and technical skills that supported the company’s brand.

• Developed an evaluation model that enabled pragmatic performance discussions.

• Created a compensation model based on contribution versus time on job; positively impacting the bottom-line.
  

• Identified areas to reduce operational expenses without jeopardizing quality.