Steve Little, president of KPost Company in Dallas, shared the successful strategies his company uses in a session titled “Implementing Your Company Culture for Maximum Results.” His commercial contracting firm, which was founded n 2004, was on a roll — until the economy tanked. “We lived the boom of ’05, ’06, ’07 — but we hit the wall in ’08,” Little said.
The company vowed to “get back to the basics with regards to customer service” while still maintaining $25 million in sales in a down economy. KPost implemented its Touches program in order to get there. Little noted the program got its name from the increased effort to “reach out and touch” its business clients and other industry professionals — in person. They set a company-wide goal to interact with customers 6,800 times over a 50-week period.