Total Office Furnishings

Carmen Sparg and Roy Collins – Total Office

Overview

In the fall of 2009 Floodlight was introduced to Total Office. Carmen Sparg and Roy Collins had recently bought the business and were transitioning from being employees to running a company. 

The Challenge

Their challenge was not only to implement proven company procedures, but also to create a winning team with targeted client fulfillment requirements.  The new marketing plan was being implemented and Carmen and Roy wanted to raise the Total Office profile in the community.

The Solution

Floodlight did an initial assessment and developed a plan in conjunction with Total Office to focus on three key areas, Sales training, Customer Service and a Business Development plan.

In the conversations with the principles it was decided that we would include all employees in this process and proceeded to develop an action strategy. Weekly dates were set and the process was implemented.

The Floodlight Plan

1.       Floodlight held weekly meetings with the owners to help them work on their business instead of in their business.  Together, we created the Organizational Plan…  “How we Do business at Total Office”….

2.       Staff Training sessions were scheduled to develop not only client fulfillment guidelines but also to create “how-to” procedures for the Total Office Installation Team, Customer Services, Accounts Payable, and to establish a Marketing Work Flow.  The Marketing Workflow keyed in on essential marketing Touchpoints to be implemented weekly, monthly and quarterly.

a.       For example, a monthly newsletter was started.  It deals with different aspects of Health & Wellness in the workplace. This information is then re-purposed on their blog.

3.       The clients Celebrity Status was raised in the community by:

a.       Developing their Green Step program allowed for changes in the way they marketed themselves and allowed for self promotion of the cause.

b.      Floodlight had them commit to attending regular business related social events such as the various  Chamber- Business After Hours , Downtown After 5 and other networking events where they would run into local business owners and decision makers.

c.        Due to their efforts they were invited to participate in the Kelowna Chamber of Commerce, Total Office Makeover which helped raise their profile in the community.

4.       Specifically targeting the burgeoning “Home Office” world.

a.       Many executives of companies are creating their own home offices in their homes and are coming to Total Office to fulfill their specific needs.

b.      Total Office ensured that they had knowledgeable retail staff to deal with their specific home office requirements.

c.       In doing so Total Office built relationships so that when that executive was ready to expand or replace his business furniture at his place of business they would be calling Total Office because he would be expecting the same level of service.

5.       Revamping the retail store to showcase their two key lines of furniture.

a.       Hiring new employees to accommodate the specific internal business needs

b.      Giving key employees new roles with added responsibilities.

Within one year Total Office has become the premier office furniture retailer for mid to high-end office equipment in the interior of BC. Carmen and Roy have grown personally and have embraced the challenge of being dynamic business owners. They revel in their personal growth as well as the development of their team and business. 

Build Your Business with an Operational Development Plan contacting Floodlight today.

Floodlight – Build Your Business
Kelowna – Ottawa – Kingston – Toronto
1-888-768-9415