CASE STUDY

From a stuck team to her

best quarter ever.

Cindi Osborne · CEO · Mint Locations

INDUSTRY

Location Scout & Production

ENGAGEMENT

Ops Playbook + Team Coaching

TIME FRAME

Twelve weeks + quarterly coaching

SCOPE

Team systems, hiring, goal-setting

RESULT

Best quarter in company history

THE SITUATION

One team member

carrying everything.

Everything lived in the team’s heads – making it impossible to hire new team members and get them up to speed quickly. So we fixed it.

Cindi had built Mint Locations over 20 years on relationships and reputation. She wat the best in the business. The work quality was fantastic, clients were happy, but the operations were fragile. One team member was carrying the bulk of the weight, and if she were to burn out, the entire business would come to a standstill.

There was no processes for how to know what work was in progress. No onboarding. No standardized handbook. Everything lived in people’s heads and got passed around informally. It made hiring anyone new feel like a risk, but any absence create double the workload. It was unsustainable.

Cindi came to me knowing her star player would burnout without support, and that her other team member had the potential to turn things around. She was ready to hire more team members to distribute the load, and get everyone operating from the same playbook.

THE WORK

A full operating system,

plus a new rockstar team member.

We installed the Ops Playbook as the operating system for Mint Locations, while ensuring we found the perfect person for Cindi’s new hire. 12 weeks start to finish.

WHAT WE BUILT

WHAT CHANGED

A mission-based standardized handbook

→ The company's values, expectations, and way of working stopped being stuck in people's heads and became a document anyone on the team could reference.

A real job description for the new hire

→ Cindi stopped guessing at what she needed and got a clear picture of the role and who would make a perfect fit, upleveling the caliber of candidate she was attracting.

Interview and hiring support

→ Hiring stopped being a solo judgment call. The process had structure, the right questions, and a real sense of what a fit looked like. Clear onboarding ensure ramp up from Day 1.

In-house team coaching

→The member who had been carrying everything finally had backup, and the whole team got sharper on how they worked together.

Internal systems and goal setting

→ For the first time, the team had shared targets they could all move against, not just individual to-do lists pointed in different directions.

THE RESULTS

What changed for

Mint Locations.

$1M

Revenue in Her Best Quarter Ever

90 days of work unlocked the best quarter in the company’s history, with systems that hold up past it.

“The only regret I have about hiring Lia Garvin is not doing it sooner! With Lia’s excellent analysis, communication, guidance and experience she turned a troubled team into a dream team. In six fast paced weeks, Lia supported Mint Locations by drafting a mission based standardized handbook, crafting a job description for a new hire, assisting in the interview and hiring process, in-house team coaching, internal systems, integration and goal setting resulting in our BEST quarter ever! If your team needs a home run hire Lia!”

Connect: