Case Study #2

Major Manufacturing Company

Problem

Since 2003, the firm has doubled in size. Change was coming fast and furious. With change comes whining, blame and complaining. The client contacted us and said they needed our help relative to employee and customer complaints.

We talked with the department VPs to get specifics and find the “real” problem(s). The conversation lead to the real problem which is company-wide: high level of customer complaints which means a constant need to get new customers because of losing the ones they have, poor communications at all levels, poor awareness of service, lack of using common sense and slowness to change. This is a company that is growing like a weed because they have been in the right place at the right time, but is now facing competition.

Solution

Our client knew we were not swayed by fads and what we could provide for them was going to change the way they do business forever. The complete QBQ! Training System was the solution for them.

Results

While the topic was personal accountability and leadership, they saw an impact on communication, coaching, customer service, changing and a positive problem solving approach. They noticed that 5-hours into the QBQ! training, the participants started communicating differently. They started communicating better with a positive helpful tone that the VPs have never heard before. They were solving problems in half the time that it took before.

Employees responded after the training to express how much appreciation they felt from their managers and supervisors. “If they are willing to provide this type of training they must truly care about us and our contributions to the organization. It’s great to finally feel valued.”