Strengthening Leadership and Communication

After a leadership transition, Dwell Home Services faced significant challenges marked by stagnating growth, employee burnout, and organizational instability. Fragmented communication and undefined roles led to misaligned efforts and uncertainty about the company’s direction, which ultimately weakened its value proposition to member brands. The engagement aimed to restore stability by addressing leadership issues, clarifying strategic goals, and establishing accountability through an effective communication strategy and progress-tracking system, with the objective of boosting revenue and overall growth.

Our approach involved a series of key interventions, including:

• A collaborative strategic planning process to identify and align business objectives.
• The implementation of a project management tool designed to centralize project tracking and KPI reporting.
• Development of a leadership meeting structure to ensure regular alignment with goals and enhance team accountability.
• Ongoing conflict resolution and leadership coaching to address internal tensions and improve team dynamics.

We began with a guided discussion involving Dwell’s key leadership to define and clarify the company’s strategic goals and objectives. This collaborative process ensured alignment across the leadership team and provided the foundation for setting measurable KPIs. From there, we worked to implement a project management platform that would allow for centralized tracking of these KPIs, as well as facilitate the prioritization of projects. The tool also served as a reference point for regular leadership meetings.

To improve communication and decision-making, we created clear protocols for these leadership meetings, ensuring they remained focused on the company’s goals. We also facilitated a series of group conversations with senior leaders to address conflict debt and strained team dynamics, helping to create a healthier team environment. In addition, we provided one-on-one coaching to senior leaders to support their growth and strengthen their leadership skills.

By the end of the project, Dwell Home Services experienced a marked improvement in both internal operations and employee satisfaction. Employees reported a greater sense of clarity regarding the company’s direction and a stronger understanding of their roles in achieving its goals. Communication across the company improved, with regular reporting on KPIs facilitating more targeted conversations about projects and operational changes. Most importantly, Dwell began to see tangible progress toward its growth goals, with an increase in conversion rates and request volume for its member brands. The leadership team also reported feeling more cohesive and confident in their decision-making, and overall, the company was better positioned to navigate future challenges with a clear, shared vision.