Case Study: Building on Strategy

This family-owned handyman service has beautifully and skillfully remodeled homes in some of North Carolina’s most prestigious residential communities for more than 20 years.

The Challenge

After years of growth, fueled exclusively by customer referrals, Practical Handiman Plus experienced a business slowdown. The owner, a Master Carpenter, reached out to SIMPLY VIRTUAL™ to help identify operational gaps and fine-tune the Company’s service model.

Our Solution

SIMPLY VIRTUAL™ conducted an end-to-end assessment to examine the company’s strengths, weaknesses and opportunities: We guided the Owner through a strategic evaluation of how Practical Handiman Plus markets its services, engages customers, tracks & collects receivables and manages its associates.

We worked with the owner, his family and lead associates to devise a plan for focusing resources around first, low-hanging fruit and then, more critical priorities. Initiatives included using assessment tools to re-align job roles with employee skill sets, upgrading technology to better handle prospect inquiries and conducting customer feedback surveys to understand and leverage the company’s secret sauce. Next, SIMPLY VIRTUAL™ helped them agree on intended outcomes and outline metrics to hold one another accountable.

Lasting Results

Practical Handyman Plus’ strategic planning efforts resulted in a refocused customer service direction and significant operational process improvement. Its owner credits our strategic planning and implementation work with helping him work smarter. He asserts, “I have technology that works and flexible marketing & productivity strategies that produce measurable results. I would recommend SIMPLY VIRTUAL™ unconditionally for those looking for a solid return on their human scale investment wherever administrative, IT and efficiency services are required.”

Applied Services: SWOT Analysis, Strategic Planning, Process Improvement

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