How Window World reduced employee turnover and transformed company culture

Window World of North Atlanta's Crystal-Clear Solution to Internal Communication Gaps

Window World of North Atlanta, a prominent, family-owned company in the remodeling business, has been serving its clientele for over 21 years—offering a wide range of external home renovation services, from windows and doors to siding and shutters. While the company has seen a trajectory of growth since its inception, communication barriers and a high turnover rate—especially in its customer service department—have posed significant challenges for the growing company. When Kayla Edwards, HR Director, joined Window World of North Atlanta’s growing team, she set out to solve these problems.

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Since its implementation, Crystal Knows has proved pivotal in transforming HR and employee communication at Window World of North Atlanta. Read on to discover how understanding the intricacies of each individual's personality and communication style has enabled the company to foster improved interpersonal relations, streamline hiring processes, and significantly reduce turnover.

Empathy in HR: Implementing a Person-First Solution

At Window World of North Atlanta, Kayla's role as the HR director goes beyond the typical administrative and operational tasks commonly associated with the title. Her role is unique—guided by a deep-rooted belief in the value of every team member, Kayla has consistently put her focus on supporting and uplifting employees. It isn’t just about recruitment or policies for her; it’s about ensuring every individual feels seen, heard, and motivated to bring their best selves to work every day.

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When Kayla was first brought on staff, she realized that Window World of North Atlanta was struggling with internal communication and high turnover. In order to rectify these issues, she recalled her past experiences with Crystal Knows.

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At her previous workplace, she had seen firsthand the transformational impact it had on team communication and collaboration. With its keen insights into individual communication styles, Crystal Knows bridged gaps and nurtured more profound mutual understanding between coworkers and customers alike. Recognizing its potential, Kayla was motivated to introduce this invaluable tool at Window World of North Atlanta, believing that it could be the answer to addressing the ongoing communication challenges and subsequently improving employee satisfaction and retention.

Reducing Turnover Rates Through Personality Intelligence

In an endeavor to diagnose the root cause of its turnover problem, Window World of North Atlanta conducted a company-wide survey via Bamboo HR. The results were telling: communication issues stood out as the prime concern among the majority of respondents.

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Enter Crystal Knows. After its implementation, a notable transformation began to unfold, especially within the customer service department. When the data was evaluated, it was clear that turnover rates had diminished substantially post-Crystal Knows adoption, decreasing from 50% turnover in Q1-2021 to 0% in Q4-2022. Beyond just numbers, the company also witnessed a positive shift in team dynamics, reflecting a more cohesive, understanding, and engaged workforce.  

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Company Culture & Communication Transformed with Crystal Knows

Window World of North Atlanta's journey with Crystal Knows began at a time when the company was facing significant communication struggles. Messages were being lost in translation, misunderstandings were frequent, and the overall culture seemed fragmented.

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Kayla, with her innate drive to understand people, saw Crystal Knows as the perfect tool to address these challenges. Crystal gives its users the information they need to understand each other, empowering teams to streamline communication and maximize efficiency.

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At Window World of North Atlanta, understanding the unique personality traits and communication preferences of each team member proved revolutionary. It nurtured a culture that was cohesive and harmonious, where individuals felt valued and understood. Importantly, Crystal Knows played a pivotal role in bridging existing gaps, leading to effective conflict resolution and the creation of a more inclusive and harmonious workspace.

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With Crystal Knows, Window World of North Atlanta has been able to:

• Significantly decrease turnover
• Communicate with emotional intelligence
• Build stronger relationships
• Reduce communication breakdowns
  
  

Utilizing Crystal Knows for Hiring and Team Dynamics

Recognizing the transformative impact of Crystal Knows on internal communication and team dynamics, Window World of North Atlanta expanded its usage into the recruitment and hiring processes.

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The company's approach to external hiring has seen a seismic shift since integrating Crystal Knows. By understanding prospective candidates' unique personality traits and communication preferences, Kayla can ensure the right candidates are hired for the right roles—leading to a smoother onboarding process and greater long-term retention. This analytical and data-driven method filters out not just who's right for the job but also helps set the stage for how these individuals will best collaborate with the existing team.

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Furthermore, when it comes to making internal personnel changes—be it promotions, team shifts, or role redesigns—the insights from Crystal Knows have proven invaluable. The platform facilitates decisions that are both strategic and empathetic, ensuring that changes are beneficial for both the individual and the organization.

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Kayla's experience with the platform has been particularly transformative. Through Crystal Knows' intricate reporting features, she has been able to pinpoint departments grappling with higher turnover rates. Instead of relying on intuition or superficial metrics, she's had access to deep insights that diagnose the core of the issue. With this data at her fingertips, Kayla has adeptly addressed underlying challenges, ensuring departments are more cohesive, and employee satisfaction rates are on the rise.

Crystal has become, I would say, one of the most important factors when we're hiring somebody now.

Crystal transforms communication, company culture, and turnover rates—for the long haul.

In the bustling world of home renovation, effective communication and team harmony play pivotal roles in ensuring customer satisfaction and operational efficiency. Window World of North Atlanta's journey with Crystal Knows is a testament to the profound impact that understanding individual personalities can have on an organization's success.

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Before the introduction of Crystal Knows, Window World of North Atlanta grappled with communication barriers and a troubling turnover rate—challenges that threatened its reputation and team morale. However, with Kayla's visionary leadership and her trust in the power of Crystal Knows, the company experienced a significant change. Crystal’s knack for understanding and catering to diverse communication styles proved instrumental in fostering stronger interpersonal relationships, making it an invaluable asset in transforming Window World of North Atlanta's company culture—not to mention the tangible results seen in the company's turnover rates.

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Crystal Knows has not just been a tool for Window World of North Atlanta but a catalyst for change. By placing emphasis on individuality, understanding, and effective communication, it has breathed new life into the company's culture, reinforcing the age-old adage: when employees thrive, businesses flourish.

I don't know where we would be without Crystal Knows as far as our company culture and our hiring process. I absolutely love it.