Case Study: Growth and Operational Transformation for a Plumbing Leader in Grand Lake, OK
Client Overview
At the end of 2022, a well-respected plumbing leader in the Grand Lake, OK area sought our expertise to assess their business value and identify ways to grow and scale amidst a tightening economic environment. Known for their exceptional service and dedication to treating every customer, staff member, and contractor with respect, the company was committed to maintaining their reputation while scaling effectively. Our team provided marketing direction, operational coaching, design, website development, and leadership consulting, helping them navigate growth challenges while upholding their core values.
Objective
Business Valuation and Growth Strategy: Help the company assess the value of their business and craft a strategy for sustainable growth.
Optimize Marketing and Operations Alignment: Align marketing efforts with the company’s operational capacity to support growth without sacrificing service quality.
Leadership Coaching and Support: Equip leadership with tools and insights to enhance operational visibility and improve financial tracking.
Team Dynamics and Process Clarity: Strengthen team collaboration and document workflows for improved efficiency.
Branding and Digital Presence: Modernize the company’s online presence to reflect their growth and commitment to service.
Challenges
Economic Pressures: The company wanted to refine its business model to grow amidst economic tightening while remaining true to its values.
Leadership Visibility: The leadership team sought greater insight into daily operations and financial metrics to make informed decisions during growth.
Aligning Marketing and Operations: The company aimed to expand its marketing efforts strategically, ensuring operations could keep pace with increased demand.
Streamlining Operations: As the business grew, it was important to ensure their processes remained efficient while maintaining their high standards of customer service and respect for all stakeholders.
Solution Approach
Business Valuation and Growth Strategy:
We collaborated with the company to assess their business value and create a tailored growth strategy, focusing on sustainable expansion that aligned with their values and commitment to quality service.
Marketing and Design Overhaul:
Developed a targeted marketing strategy aligned with the company’s operational strengths and customer-centric values, ensuring new business was managed effectively without compromising service quality.
Redesigned their website and branding to give them a modern, engaging online presence, enhancing customer experience and reinforcing their commitment to treating every customer with respect.
Leadership Coaching and Operational Direction:
Acting in a live-in role equivalent, we provided hands-on support to the leadership team, enhancing their ability to track financial and operational performance. We implemented systems for more visible issue tracking, ensuring weekly follow-ups on key challenges.
Leadership coaching sessions emphasized the company’s core value of respect, ensuring these principles were embedded in operational decisions and staff engagement.
Team Health Analysis and Process Documentation:
Conducted a team health analysis, improving communication and collaboration across the organization, ensuring staff felt valued and respected in their roles.
Created clear process documentation, streamlining workflows and enabling more efficient daily operations.
Issue Tracking and Financial Oversight:
Implemented a structured issue-tracking system, allowing leadership to follow up on operational matters during weekly meetings, fostering accountability and proactive problem-solving.
Introduced financial tracking tools to provide leadership with enhanced visibility into cash flow and overall business performance, enabling more informed decision-making.
Operational Strategy Implementation
A key part of our strategy was establishing regular staff meetings, 1-to-1s with team members, and optics into every aspect of the business for stakeholders. This approach allowed leadership to focus on financial gains for the entire team, not just themselves. By encouraging issue awareness and accountability, we helped staff share the responsibility for the company’s growth while ensuring they felt heard and respected, without being burdened by ownership-level concerns. This allowed the leadership to focus on driving the business forward, knowing the team was aligned and engaged.
Results
Sustained Revenue Growth: The refined marketing strategy and optimized operations enabled the company to achieve steady revenue growth while continuing to uphold their commitment to treating customers and staff with the utmost respect.
Operational Clarity: The implementation of structured meetings and issue tracking systems led to smoother day-to-day operations, reducing service delays and maintaining their high standards.
Enhanced Leadership Visibility: The leadership team gained deeper insight into operational and financial metrics, enabling them to make more informed decisions as they scaled the business.
Empowered Team Collaboration: Regular meetings and open communication channels gave staff the space to contribute to the company’s growth without feeling siloed, improving morale and productivity.
Conclusion
Through comprehensive services—including business valuation, marketing strategy, operational support, leadership coaching, and design work—we helped this plumbing leader successfully grow while maintaining their core values. By enhancing leadership visibility, fostering team collaboration, and streamlining operations, the company is now well-positioned for continued success and sustainable growth, all while staying true to their commitment to treating every customer, staff member, and contractor with the respect and care they deserve.
