Processes and Framework
How We Deliver Services and Value

Client Testimonials

GAPWORX was formed to help small and medium-sized businesses make positive changes.


Mike Fafinski, SYAND Corporation

GAPWORX client SYAND Corporation, an IT consultant and managed services firm in Burnsville, MN – led by its President, Mike Fafinski – is one of Minnesota’s Fast 50, Fastest Growing Private
in the Twin Cities. GAPWORX organizational assessments with SYAND highlighted the need
to understand customer perceptions in specific sales and service areas. GAPWORX conducted a Customer Experience (CX) Audit using confidential qualitative interviews to compile and interpret
customer feedback.

We were able to collect "hidden" customer observations and preferences – and make
recommendations to improve (1) sales processes, (2) onboarding new clients and (3) customer touch
points involving all SYAND employees. The CX feedback and recommendations helped employees clarify
service processes, to improve delivered client experiences.

"The CX Audit feedback from GAPWORX was valuable and eye-opening. We have declared 2016 as the Year to Optimize Customer Experience."

Mike Fafinski, President, SYAND Corporation

Companywide Assessment – Strategy, Marketing, Visioning

"GAPWORX helped clarify some of the things we needed to address in our company. Mark and Jon used their extensive professional experience and a variety of tools, including S.W.O.T, GAP and market analysis, cultural engagement surveys, qualitative interviewing, and in-depth visioning exercise to lay out a marketing strategy and a Roadmap for us to move forward. One of the most enlightening activities was the visioning exercise, where its collaborative nature helped us see the direction we wanted to take our company in the future, and gain insights from multiple perspectives. This helped point our company in the right direction and as a result we’re a better company today."

Senior Executive, Mid-sized Facility Services

Assessment, Visioning, Marketing, Strategic Planning

"We have brought Mark in on several occasions to write marketing materials for our business proposals. This led into his company performing a branding and marketing strategic analysis. Mark has excellent visioning and communication skills which made it easy for our company to understand the marketing direction we needed. We will continue to us Mark as a resource to expand our company’s future."

Principal, Iowa-based Architectural Services Firm

"Starting a new business is a challenging venture. As a newly launched design build general contractor, we know our customers deserve only the best. (You) helped us to deliver that and make our first year extremely successful. From strategic insights about the marketplace and the leadership of a joint venture initiative, to the development of our brand identity and marketing tools, your support has been and continues to grow our business. Thank you."

Principal, General Contractor


Bloomington Security Solutions logo

Since its beginning in 1964, Bloomington Security Solutions has served commercial businesses in the greater Twin Cities area, providing locksmith products, electronic security systems and the installation services to provide peace of mind to their many customers. Starting in 2014, GAPWORX provided a mix of consulting and advisory services to the management team, including facilitating a Preferred State Visioning Exercise for key employees, management and trusted advisors, helping BSS to build a better strategic plan and align employees to that improved vision.

"The GAPWORX Visioning Exercise was a very informative and valuable experience. We took full advantage of it and included business partners in the area and even flew in a trusted advisor from out of state to take part in the exercise. It was a great way for the management in our company to see where we currently are and where we’d like to go."

Tony Hokanson, Sales Manager

Cultural Assessment & Employee Training

"Jon was very knowledgeable and did an excellent job helping to restructure our staff on ways to work together to achieve goals. Our office runs more efficiently thanks to his guidance."

Owner, Small Business Services Company

Sales Training

"Jon provided a training and consulting experience for my sales team that was insightful, comprehensive, and easy to execute on. I saw immediate results, and discovered best practices that were easy to implement and inspect. Jon’s professionalism and warm manner made this a great experience for everyone on the team. I heartily recommend Jon and his services."

Sales Manager, Mid-sized Payroll Services Company

REAL WORLD Training of Sales Playbook

"Jon and Mark of GAPWORX did a fantastic job of facilitating the training and putting
together the sales process curriculum. Gentlemen we look forward to continuing to work with you! As I mentioned
you guys provided a great project with a big finale successful training event. I am happy to be a wonderful
reference for (GAPWORX). Jon knocked the ball out of the park!"

Vice President Business Development, Large Facility Services Corporation

"It feels like you understand (client name) and our culture. You aren’t
"gimmicky" nor are [sic] the tools that you gave us. I like that we walked away with material that
we can actual use. It feels like you tailored the program to us, not tried to make us fit into your program. As
much as I don’t like to role play or talking in front of groups… the role playing sessions were
informative; especially the ones that we did at the end all together."

Senior Sales Executive, Large Facility Services Corporation

"I really enjoyed this training and I got a number of things I can put into practice
TODAY to improve what I do. I hope (client name) will commit to regular, formal training for us and I hope you
will be a part of that."

Senior Sales Executive, Large Facility Services Corporation

"I wanted to say "Thank You" for presenting a well-organized Sales training
session! I must say you did hold my attention to almost the very end! That is a compliment, given I have a
short attention span!! Very true that some of us use a different sales approach! The role playing was great
and also rare for me to work in this type of setting. We can sometimes get stuck in habits and must look outside
the box to try techniques which have worked well for others. It was nice to share ideas with other sales

Sales Executive, Large Facility Services Corporation

"What can be said about the (location) meeting: (1) Smooth flowing – very well
organized!! (2) Strong information packages with very strong presentation – kept everybody focus on the
meeting/presenter. (3) 5 star rating on the breakout sessions – very informational. I went away with a
wealth of knowledge, and appreciated all the hard work all of you put into this meeting/training!"

Business Development Executive, Large Facility Services Corporation

"(Participant) enjoyed the fact that (client name) continues to invest in us! Important
that these sessions and ‘get togethers’ are done fairly regularly. (I most liked) the Role Plays with the same
group. By staying together we were able to continue to build on previous role plays, etc."

Senior Sales Leader, Large Facility Services Corporation

"Excellent – great content. Jon kept us interested and enjoyed it. I like the stories
that were told to the group (real life sales stories)."

Sales Executive, Large Facility Services Corporation