Guiding a financial services company through consolidation Liberty Enterprises had a dilemma - the plants where it prints checks and other documents for credit unions were operating at 50-percent capacity because of improved production methods. It decided to close a plant in Minnesota and reduce operations in Tennessee. Realizing the potential impact of the changes, Liberty hired Padilla Speer Beardsley to develop and direct a communications plan to help employees, customers and the media understand the move. The goals were to preserve Liberty's customer base and protect its brand in the financial-services market. Padilla and Liberty developed key messages that were incorporated into all internal and external communications. We also set up one-on-one meetings with plant managers in the affected locations and phone briefings with those at other plants. Employee meetings were held to outline the changes and the timeline. All customers received a letter from the CEO. Liberty successfully consolidated without disrupting customer service. Many employees found new jobs within Liberty's remaining operations. Also, trade coverage accurately told the story behind the changes, and reported Liberty's growth and future plans. |
Copyright © 2007 Padilla Speer Beardsley. All rights reserved.