“The main thing I would say is just, it’s really helped eliminate the chaos and just made everybody’s job more enjoyable. When you can focus on just what really needs to be done and you’re on schedule, well, then you have a lot more time to work on new ideas, and new processes and, and try new things.”
– Fred Christen, Owner, Hallmark Stone Company
Fred Christen, owner of Hallmark Stone Company, shares his personal experience working with Synchronous Solutions’ Rob Loughridge, over the last 18 months. Hallmark celebrated its 25th anniversary in 2023. Fred admits, looking back, that he wished he had hired Synchronous Solutions from the start.
When Hallmark began their study, they visited a shop that was successfully running Synchronous Flow and producing a similar volume as they were, Front Range Stone. They noticed how smoothly the work flowed through the shop. There was no chaos; just control. At the time, Hallmark was struggling with chaotic production, inefficiencies and constant last-minute fixes.
From the start, Fred wanted his team to take ownership of their roles, and seek their own solutions to problems, creating a culture of continuous improvement that would be self-sustaining. As the owner, he took a back seat and let his managers shine. They fully embraced Synchronous Flow and began to notice the calm and efficient production environment they had seen at Front Range, which was what they hoped to achieve.
The daily and weekly meetings (buffer and guiding coalition meetings) improved accountability, communication, and planning. Managers quickly adopted the tools, they began to eliminate inefficiencies, reducing chaos in production. The self-drive of the managers took off and they began installing their own creative solutions to problems they uncovered in their collaboration. Take a look at some of their results.
Hallmark Stone’s Measured Results:
- Sales remained stable from 2023 to 2024, while many shops and K&B’s around them were down 10% or more
- Profitability increased, with reduced waste and a 70% reduction in callbacks
- Job Timeliness improved dramatically:
- 96% of jobs were installed in less than 7 days
- 100% of jobs were templated in under 3 days
- Quotes are now turned around in less than 2 hours
- Customer Service improved:
- Customer calls answered more promptly, after a customer survey uncovered the issue
- Operational Improvements:
- The company created a system for backfilling cancellations with “standby jobs” to maintain $T goals for the day, week, and month.
- Detailed tracking and analyzing of cancellations helped address root causes, such as scheduling conflicts with builders, sick children, cement trucks pouring driveways and sidewalks, etc., and the company adapted accordingly to improve job flow.
- Management Transformation:
- The owner intentionally stepped back from daily operations, allowing managers to take full ownership of the process. This shift in responsibility empowered the management team to contribute new ideas and make improvements autonomously. The company was able to run smoothly even when key managers were absent, which provided the owner with more freedom and confidence in the business’s long-term stability.
- Personal Impact on the Owner:
- The owner highlighted the significant reduction in daily stress and the improvement in the company’s culture. With less need for his constant involvement, he was able to focus on future plans, including preparing for retirement. The company’s culture became much more collaborative and proactive, with employees taking pride in their contributions and problem-solving.
- Consulting Experience with Synchronous Solutions:
- Fred praised Rob from Synchronous Solutions for his collaborative and supportive approach. Unlike many consultants, Rob focused on listening to the company’s team and helping them come up with solutions, rather than imposing top-down strategies. This approach fostered trust and allowed the team to take ownership of the improvements.
The implementation of Synchronous Flow has transformed Hallmark Stone Company’s operations, creating a more efficient, responsive, and engaged workforce. The company has experienced improvements in both operational performance and business results, leading to a more relaxed and positive work environment. The owner’s decision to step back has allowed the management team to thrive, and the business is now running smoothly, even in his absence. The partnership with Synchronous Solutions has been instrumental in this success.
Watch the video below to hear Fred explain the process in his own words. Thank you for allowing us to interview you, Fred! Cheers to you, your team, and your continued success!
