Management Leadership Training Implementation at Horan & McConaty

This case study details the challenges faced by Horan & McConaty (H&M) as it expanded its operations in the Denver metro area. The company encountered issues such as poor communication, departmental conflicts, and employee dissatisfaction, which negatively impacted customer service and profitability. In response, H&M's leadership sought assistance from Arbinger, leading to a two-day management leadership training workshop. This initiative aimed to enhance self-awareness and collaboration among leaders. The training resulted in significant changes in how funeral directors managed their schedules, leading to improved customer satisfaction and operational efficiency. H&M implemented a new structure where funeral directors worked with two locations, allowing them to build stronger relationships with families and colleagues. The cultural shift fostered collaboration across the organization, resulting in improved employee engagement and reduced turnover. Key performance indicators, including client satisfaction and Net Promoter Score, showed notable improvements, demonstrating the positive impact of the leadership training and collaborative culture on H&M's operations.