Case Study: High Level Security Technical Support (IT) Company
Technical organizations have now been around for decades. Technology we use today started in the garages and basements. Today technology industry has evolved to where we all have a computer in our pocket. With that there is a higher need for technology support in systems and security. Industry analysis there will not be enough security technicians by the year 2020. Due to client confidentially we cannot disclose the client or facilities this team works from.
We facilitated analysis of team strengths, return on investment, sales growth and the ROI of each market and segment.
The Opportunity
The organization was founded in the early 80’s and has increased sales each year. This year they implemented sales goals for each territory (not previously done). Thus, creating change management scenarios. The organization is growing and with growth they desire to create a sustainable structure in policies and procedures. Such as sales process, on boarding/off boarding team members, building new markets, creating sales goal numbers for each market/segment, build accountabilities, build a coaching and mentorship structure, along with building team communication and value proposition sales conversations.
The Challenge
The client hired Red Shoe not because it is the expert in technology but because we are experts in change management, communication, creating and adopting policies and procedures all while increasing and retaining team engagement. There is also outdated reporting received from internal sources and find current and relevant reporting to ensure accurate real-time reporting to serve clients and track the new goal numbers to actual sales.
The Approach
When new accountabilities are introduced (sales goal numbers) it is normal for organizations to let management take care of it and let the dice fall where they may. Leadership took a bold approach and hired Red Shoe to implement the change, create engagement, evaluate and have buy-in from all sales and support team as we moved forward. For this client, we launched a cross- pollination of training. Starting with clear end in mind deliverables, presented the plan often with clear and concise direction, leadership is all on board, personal concerns are addressed, pre and post analysis is conducted.
Objectives:
- Create sales process/documentation/ steps / accountabilities/measureable
- Executive Coaching
- Team Job Descriptions / New Hire Process (onboarding)(off boarding)
- Manager/leaders skills developed
- Accountabilities are clearly defined for each position (micro) level
- Communication flow is rationalized so team members are able to work within a clearly defined “matrix” providing clarity
- Key exemplars develop and demonstrate support and participation
- Group interactions are facilitated and continually encouraged
- Obstacles presented by procedures, policies, systems, and culture are identified and removed when appropriate
Red Shoe implemented an assessment where each team member learned their individual strength in viewing and communicating with the world. This gives us a snapshot of strengths and how individuals view the world. From here we give team members tools to learn how to recognize other people’s view of the world and speak from their view and not from their own.
- Assessments give teams the ability to glean self-awareness and learn about their fellow team members.
- We use several assessments depending on the team and end in mind deliverables. We currently start with the Red Shoe Communication Assessment.
Red Shoe implemented a full day workshop where we launched the new sales goals and supported by:
- Influence Inside and Outside of the Boardroom
- 5 L’s of Influence
- GAP | created a Growth Analysis Plan for each territory, segment, and goals
Red Shoe and leadership started a weekly one-on-one coaching with each team member; thirty minutes weekly with a static outline of deliverables. From here Red Shoe has also coached leadership with best practices in
- Created an outline for weekly discussion where accountabilities are discussed.
- Red Shoe coached leadership with best practices in coaching, questions to ask, and where to move the conversation to best support the team member and the organization as a whole.
We will also implement Red Shoe Roundtables™ along with strong documentation in procedures, policies, communication chain, sales goals with value proposition sales strategies, leaving a strong foundation for increased sales within the first year.
The Results
Our team retention was 100% with no one seeking outside employment during change management. Retention is always more than compensation and with a highly skilled labor force that is highly employable elsewhere the retention is remarkable.
Red Shoe supported the team within the change. The team stepped up taking care of their deliverables and supported each other in the change all the while keeping customer satisfaction a priority.
Each team member is reporting a higher satisfaction of job function and overall job stability.
Measurement of Success:
We will know we are successful with the following and all have been obtained and then some:
- New programs are introduced in a synergistic fashion
- All team members have a voice and buy-in with the change
- Team and leadership accept and utilize the new structure
- Sales team has embraced and moving toward sales goal numbers
- Streamlined reporting is found and implemented
- Team is now focused beyond merely working toward something, and working to a degree previously designated
- There is group approval, lack of cynicism; the programs show multiple sign-offs from diverse team members
- Discussions clearly reveal others were included and valued in decision making processes and inclusion is mandatory for success
- Each team member has the ability to give their voice in new marking, sales, or other procedures | From here they can add their voice or decided to not participate