Shane Kelly

Personal Experience

Less than 25% of businesses survive 15 years, let alone 25+. Shane Kelly successfully operated a service business for more than two decades. In the beginning most of the customers knew him and he provided direct services to them. As the years went on, he added employees and built some standard operating procedures so that he could take his eye off the business from time to time and still have the business run like it was supposed to.

To make sure that the service level to customers remained high, he began tracking a customer satisfaction metric called the NPS. At the heart of this metric is the question: How likely is the customer to recommend the business to a friend or colleague? He was able to achieve a considerable pool of “promoters” and therefore a high NPS score by reaching out to the customer before invoicing them for the service to see if there was anything else the company could do for them and carefully listening to their response..

Shane’s company thrived over the years, in both good and bad economies by differentiating his company from most of the competition in a way that a significant portion of his customers cared about. He also consciously strived to keep his customer base broad so that the loss of any one customer did not pose a risk to his company’s financial position. He believed in the importance of good financial records and used a CPA company to handle his accounting and bookkeeping.

Today, Shane is a business broker and is a member of the International Association of Business Brokers and the Texas Association of Business Brokers, San Antonio TX chapter. He holds an Idaho real estate license and is also a Certified Equipment Appraiser.

In his spare time, he enjoys travel and mountain biking.