To Whom It May Concern:
Saffer Plumbing and Electric has recently completed its high-intensity phase with Cogent Analytics. Entering into this agreement was a leap of faith, as Cogent is not an inexpensive engagement-a point they made clear during our initial onboarding with our analyst, Kris. Kris invested significant time and effort to thoroughly understand both our financial situation and personnel needs. The picture he painted was grim but not entirely surprising. While some of our technicians were performing well, many were not, and morale was low. Kris helped us identify these issues and understand their root causes.
Cogent assigned Phil Athens as our project director, and upon taking on our company as his assignment, Phil took a deep dive into our operations, starting with our finances. He met with our key leaders, middle management, and, to some extent, our technicians to validate the initial findings. Phil introduced several technical tools that we are still learning to implement. Personally, as a CEO, the tools I received were more internal. Phil has guided me in developing as a leader in ways that have been both liberating and challenging. I’ve always struggled to balance being approachable with maintaining authority, which often resulted in micromanagement. Thanks to Phil’s guidance, I’m now far more comfortable delegating responsibilities and embracing my role as a leader. Even small adjustments, like dressing more formally and adopting a professional title, have contributed to this transformation.
The leadership team we have in place is strong and dedicated, and Phil helped us organize this group into a more cohesive and structured team. He established clear communication channels from the top down and created an environment where tough decisions can be made and implemented efficiently. With Phil’s help, we’ve built a system that allows us to pivot strategically to increase revenue while continuing to invest in internal development.
For the right business with the right mindset, Cogent Analytics is an excellent resource. Be prepared to grow and evolve in ways that may feel uncomfortable at times, but rest assured that the support you’ll receive from their team is exceptionally professional and deeply respectful of the significant investment you’re making.
Sincerely,
Chris Saffer
CEO and Master Plumber
Saffer Plumbing, Heating & Electrical is your plumbing service expert in Baltimore, MD, and the nearby areas in Baltimore County, Harford County, and Howard County.
