CASE STUDY: How One Financial Services Agency Transformed Team Engagement into Business Momentum
Key Takeaways (TL;dr)
Summary:
A growing financial services agency struggled with low team engagement and high turnover, leaving the owner stretched thin. By focusing on operational clarity and team engagement, they transformed their culture. Employees gained clarity on their roles, felt heard, and saw growth opportunities. As a result, engagement soared, turnover stabilized, and the owner successfully stepped back from daily operations.
Before:
Team engagement low (Gallup Engagement Survey in 48th percentile).
High turnover in certain roles; employees and contractors felt disconnected.
Lack of clear expectations, feedback, and growth opportunities.
Business owner deeply involved in daily operations, feeling stretched.
After:
Engagement Index score rose to 89 (Strong).
Belonging increased to 100% team engagement.
Performance clarity improved (expectations understanding rose from 40 to 83).
Team members felt heard, accountable, and satisfied with work-life balance.
Owner transitioned from day-to-day “doer” to mentor, reducing working hours.
Turnover stabilized; team morale and retention improved.
Pinpointing the Issues
In 2022, the leadership team at a growing financial services agency sensed a problem. The business was expanding, but something felt off. Work was getting done, but the energy was missing. Leaders noticed high turnover in certain roles, and the team — made up of both employees and contractors — seemed disconnected.
Curious to understand what was happening beneath the surface, the agency conducted a Gallup Q12 Engagement Survey. The results were eye-opening. Engagement levels were below the industry average, sitting in the 48th percentile. While team members valued the company’s mission and were committed to producing quality work, there were gaps: employees wanted clearer expectations, more feedback, and genuine opportunities to grow.
For the leadership team, these findings were a wake-up call. They could have accepted the status quo. Instead, they chose action.
The Turning Point: Prioritizing Engagement
Determined to strengthen team engagement and reduce owner dependence, we worked with them to begin implementing tailored strategies through our Pathfinder Ops™ program. Together, we focused on five critical areas:
Clear Understanding of the Winning Aspiration: The business owner fully embraced his role as Ambassador and became the champion of the Vision.
Performance Clarity: Each team member received a detailed role description and performance metrics tied to business outcomes.
Regular Feedback: Weekly team meetings and individual check-ins created space for recognition, progress updates, and alignment.
Repeatable Systems and Processes: The entire team worked together to document the systems and processes
Open and Regular Communication: Leadership fostered a culture of transparency and made listening a priority.
These weren’t quick fixes.
They were intentional, operational shifts aimed at giving team members the structure and support they needed to thrive.
The Midpoint Check: Signs of Change
By October 2023, we conducted an Engagement Index Survey to gauge progress. The results were promising. Team members were beginning to feel the impact of clearer expectations and stronger feedback loops. Sentiment was shifting, providing the leadership team with the first real sign that their investment in engagement was paying off.
The Transformation: From Disconnection to Empowerment
Two years later, the transformation is undeniable. In May 2024, the Engagement Index Survey painted a picture of a fully engaged, high-performing team:
Overall Engagement Index: 89 (Strong)
Belonging: Improved from Gallup’s 30th percentile to 100% team engagement.
Measurement & Development: Employee understanding of performance expectations rose from 40 to 83.
Voice & Accountability: 100% of employees reported feeling heard and accountable for their role.
Work-Life Balance: 75% of team members expressed satisfaction with work-life harmony.
A comment from one team member summed up the cultural shift: “I understand my responsibilities and how they contribute to client success.”
Beyond the Numbers: A Shift in Leadership and Resilience
Perhaps the most notable impact was on the business owner. Once heavily involved in day-to-day tasks, they were able to shift from being a “doer” and manager to a mentor. This confidence in the team allowed the owner to reduce their weekly working hours and even step away for occasional getaways — something that felt impossible just two years prior.
Turnover stabilized (with only one exception in a specific role). Team morale and retention improved as people saw a future for themselves within the company.
Next Steps
This agency’s success was not the result of luck. It was the product of operational clarity and a commitment to engagement. When team members understand their roles, receive regular feedback, and see growth opportunities, they don’t just work harder — they work smarter. They become invested in the business’s success.
For service business owners feeling stuck or stretched thin, the lesson is clear: Engaged teams fuel sustainable growth. When you prioritize clarity, feedback, and development, you unlock your team’s potential and create a business that thrives — without relying solely on you.
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