Culture, Pricing, and Systems: A Festival Business Turnaround

The Challenge

The business was dealing with several pressures at once. Employee turnover was high and morale was low, productivity wasn't where it could have been, and mistakes were costing time and money. Leadership wanted to raise prices but worried about the competition. The CRM system was outdated and time-consuming, and a change felt costly and risky. And a large advertising budget was going out the door with no reliable way to gauge what was actually working.

The Approach

People and Accountability

Working with the team, the business defined responsibilities, created accountability, and improved communication — making sure staff understood their value and importance to the future of the business. That sparked a real change in the culture.

Pricing with Confidence

Rather than assume the market wouldn't bear higher prices, the team reviewed the business's products and services together and found opportunities to raise prices by positioning the value of previously unknown "extras" to clients. The result was an immediate and significant increase in revenue.

Systems That Fit

Instead of forcing an expensive, disruptive CRM migration, the team found a solution that was a genuine fit for the business and integrated it seamlessly, with very little downtime — a change the owners felt they could not have made on their own.

Marketing You Can Measure

To replace guesswork, the team built a system to track analytics and focus on the proven successes — eliminating the low-performing advertising streams and replacing them with communications targeted to individual customer segments.

The Results

The business moved from reacting to problems to running on systems: a healthier culture with lower turnover, prices that finally reflected the value being delivered, a CRM that saved time instead of costing it, and marketing spend directed only where it produced results.

In Their Words

"The Business Therapist team helped us to define responsibilities, create accountability, improve communication and express to our staff their value and importance in the future of our business, which sparked a big change in the culture at our business."

— Shannon

"We were spending a lot of money on advertising and had no way of gauging the effectiveness of each campaign. The Business Therapist developed a system to track analytics and focus on the proven successes, eliminating the low-performing advertising streams and replacing them with communications targeted to our individual customer segments."

— Lea-Ann