Handy’s embarrassing process

Handy CEO Oisin Hanrahan has been through a lot this year. Having to see slide after slide, week after week to see the sad proof that his strategy was having very severe effects on his life and company.

Believing that in the midst of a major change it would invite new “professionals”, he wanted to roll out an online onboarding scenario in all twenty-eight of the markets.

While initially bringing about some relief with their new financial status, it soon began to cause an unexpected level of stress with each new meeting with potential investors led to conversations that weren’t so much about business, but more about whether there would even be a future for business.

Hanrahan believed that implementing an online onboarding strategy would save the company millions. Unfortunately, as it turns out, this wasn’t quite the case.

Onboarding went down by a large forty percent with little left to help the case leading to Handy needing to cancel several thousand of their bookings.

To make matters even worse, customer complaints suffered from a massive increase in accumulation and intensity. It got so bad, that the company shut down their telephone complaint line.

Handy as a company has managed to build more than $110 million dollars in venture capital, this is a devastating blow to the companies’ competitive advantage in their field.

Since then, not only has Hanrahan had to suffer from the embarrassment of dealing with the media, the people he does business with and the increase in customer complaints, but he also has to deal with the loss of trust from his coworkers and the scathing eye of his co-founder and partner.

There’s no doubting that it’s going to be a long and hard time for Handy.com to recover from this incident and get back to where they once were. Maybe this is a step for Hanrahan to learn from his mistakes, after all, Handy is gradually recovering each quarter. But he certainly will never be able to live this down.

This article is a recap of this article from inc.com.

http://www.inc.com/magazine/201611/jeff-bercovici/from-pivot-to-profit.html

 

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