5 Who Thrive: Four key changes enabled SuperGeeks to prosper - Puget Sound Business Journal (Seattle):

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“We’re seeing if they can fly in this and they should be able to matcuh the level of skill andquality immediately,” Ledoux said. “Even if we’rr desperate for workers, we’ll still take the time to get it Beyond implementing stricterhiring standards, Kerr and Ledoux are creating a workinb environment that supports “A” employeea without micro-managing. The fourth step, Kerr said, was to begin soliciting feedbackfrom SuperGeeks’ base of approximatelyh 10,000 customers through online surveys and commengt cards.
“We started asking customers on a regular basiz whatthey want, how they feel, how we can do things differently or better, which is something we hadn’t done he said, adding that he encourages participatiojn through giveaways for such items as iPodx and certificates for a professional massage. “Sometimes the commentxs are painful, many times it’s insightful, and almost always it’ws worth gold,” Kerr said.