Here are the CHALLENGE, SOLUTION, and OUTCOME for a variety of Hodack Consulting clients, including: entrepreneurial development, leadership fundamentals, corporate training, one-on-one coaching, group coaching, and program management.

Together, we move the needle.
Give you the tools.
Show you how to use them.
Enable positive, lasting changes.

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Start-Up Entrepreneurial Development

CHALLENGE: One of the nation’s most respected historically black colleges and universities (HBCUs) was launching an entrepreneurial incubation, mentoring and social platform to help startup businesses on three continents polish their business plan and go-to-market strategy.

SOLUTION: Hodack Consulting led an eight-month process that coached 20 pre-screened aspiring entrepreneurs through an intense program that included refining business plans, testing business concepts and pitching potential investors. Participants had deadline-driven deliverables, polished Venture Capitalist (VC) pitches and other resources that helped them test and affirm the validity of their business concepts. Note: Participants were not necessarily students/graduates of this HBCU.
 
RESULTS: Participants who completed the program reported enormous strides in their businesses. For example one woman in Argentina increased revenue by 40% by pivoting her focus on other customers that were a better fit for her products. Another entrepreneur is creating a sustainable housing company in Nigeria and accepted a teaching position at the University of Nigeria. A third participant in Atlanta is creating an app that shows pregnant women the available resources near them and is in discussions with the U.S. Centers for Disease Control and Prevention for use of the application.

Leadership Fundamentals

CHALLENGE: A publicly traded funeral home and cemetery company rapidly acquired competitors, and encountered declining productivity, confusion around roles and responsibilities, and lack of awareness among employees about the company’s strategic vision. Management needed a way to build one culture with everyone working cohesively to achieve their goals.
 
SOLUTION: Hodack Consulting created a leadership program for all Regional Managers in Administration, Sales and Operations, built around an efficient delivery system of modules of one to four hours each. Training was interactive and involved intra-departmental group discussions, breakout activities and experiential contributions that reinforced a positive and cohesive culture that supported the company’s brand and mission.
 
RESULTS: All acquisitions and disparate processes were united and company has move forwarded with everyone working toward the same goals. The leadership training is being rolled out through 3rd quarter, 2020. While results are still pending, the company is seeing regional managers encourage their people to use their new skills, and they are now being given the opportunity and extra time to have coaching conversations with each of their direct reports. Plus the training has allowed managers to quickly identify and address the resistors to change within their teams.

Corporate Training

CHALLENGE: The world’s largest telecommunications company was struggling with ineffective customer service to support inbound Payments & Billing calls from customers. This problem was compounded by their merger with DirectTV Agents were unclear on how to solve problems efficiently and effectively on the very first interaction. Hold times were ballooning, and customers were frustrated about multiple transfers before their issues and questions were resolved.
 
SOLUTION: Hodack Consulting’s curriculum called “Mission Possible” explored the most common call drivers, then took a critical thinking and deductive reasoning approach to solving each issue the way detectives solve cases. Content was brought to life with photos, graphics and vibrant theme music that illustrated the “Usual Suspects” that customers called about most often — AutoPay, Changes in Billing Methods, Prorated Billing, AT&T Next Installment, and Past Due Charges — and supplemented with real-world examples of billing statements that prompted confused customers to call.
 
RESULTS: Trainees logged into a portal that captured which modules they took and duration of their visit, and a custom dashboard tracked each person’s progress. Testing affirmed that the material was understood, and those who struggled were paired with a coach to reinforce the key takeaways. The percentage of first time calls that were handled effectively rose by 15% in the first 6 months of implementation. Hodack Consulting received an Executive Excellence award for creativity in Training and Development.

One-on-One Coaching

CHALLENGE:  A promising associate accountant was being considered for fast tracking to the role of Senior Partner but was ineffective at networking. When placed in a social business environment, his anxiety would build rendering him ineffective at making any connections.
 
SOLUTION:  In our work together, my client was able to identify and test the assumptions and perceptions that were causing him so much stress. Through the use of assessments, tools and exercises, he developed an awareness of his limiting behaviors.
 
RESULTS: My client went from paralyzing anxiety to becoming the President of the Financial Chapter of Toastmaster’s. After assessing his current work environment, he started his own profitable accounting firm specializing in international business.

Group Coaching

CHALLENGE: An ambassador coaching program was developed within the corporation. If accepted, the new coach commits to a 12-week training program delivered virtually around across the globe. Program sponsors were concerned about how the ambassadors, many of whom were managers, were confusing the two distinct roles of coach vs. manager.
 
SOLUTION: I created an interactive presentation which focused on recognizing and ending the ineffective coaching habits that they were starting to develop. Providing solutions, interrupting coachees and asking leading questions were all behaviors that were causing the ambassadors to be ineffective in their role as coach.
 
RESULTS: This presentation was moved to be the keynote session of a program. The awareness and techniques developed here were woven throughout the remaining 11 sessions to keep them at the forefront of their professional development. Hodack Consulting has been invited back each year since the inception of the program.

Program Management

CHALLENGE:  A large wholesale insurance provider wanted to move into a paperless work environment. This included leading transferring approximately 150,000 paper files into electronic format for a workforce of 900 in 35 geographical locations across continental North America.
 
SOLUTION:  Hodack Consulting orchestrated all formal change management efforts associated with streamlining workflow processes, end-user behavior and business philosophy. We created and delivered classroom training along with a training manual geared toward all disciplines of user. This required a strong leadership presence to coach and guide all levels of staff through challenges associated with technology, different work styles, internal politics, cross function teaming and stakeholder buy in. We quickly recognized pockets of strong resistance, analyzed driving factors and took measures to ease the fear and foster a positive work environment.
 
RESULTS: The program took 14 months to roll out and we delivered in person training and support at all 35 sites. A 3-year ROI of $2 million was recognized with savings accrued in real estate rental, office supplies, offsite storage, and outsourcing. Hodack Consulting was brought back 2 years later to help in implementing and training staff when there was a major system upgrade.