.png)
A family-owned business with more than 30 years of industry experience had built a strong reputation for exceptional customer service, employee care, and long-standing business values. Despite fluctuating market conditions, the company remained focused on delivering a high-quality experience for both clients and employees.
Over an 18-month period, the company experienced significant growth, doubling in size while continuing to maintain its customer service standards and integrate a large number of new employees into the business. As the team grew, the company needed more structure around people practices, performance expectations, and day-to-day HR operations.
The company initially engaged TROIS Collective to develop and implement an annual review process that would better support its growing workforce and create more consistency around performance conversations. Although the company had an HR resource in place, there was limited internal capacity to lead and implement this project alongside day-to-day operational demands.
As the engagement progressed, the scope expanded to include additional HR priorities, including disciplinary processes, recruitment support, compensation structure, policy development, and guidance on a condensed four-day workweek.
TROIS Collective developed and implemented an annual review process aligned with the company’s operational needs and stage of growth. This helped create greater consistency around performance expectations, employee feedback, and manager conversations.
When the company’s HR leader unexpectedly went on leave, TROIS Collective stepped in to provide interim HR support during a critical period. This included managing full-cycle recruitment during peak season, supporting day-to-day HR matters, creating and updating policies, and helping establish clearer processes for employee relations and performance management.
TROIS Collective also supported the development of a compensation structure, including salary bands, and provided guidance on the implementation of a condensed four-day workweek. Through this work, the company strengthened its HR operations, improved consistency across people practices, and gained the additional HR capacity needed to support continued growth while maintaining its commitment to employees and customers.
