Integrated marketing, operations, and organizational strategy for hospitality + service-based businesses
“I believe service is an art form. It’s problem-solving, leadership, and provision – with a whole lot of heart. I’m all about refining the connection between customers, service providers, and the service experience itself. And we do that by taking a closer look at every facet of the operation – from the front-of-house to the back-of-house – and ensuring they’re integrated, complementary, and effective.”
— Keziah Calmese, Principal / Owner
About 14 Caliber Consulting
14 Caliber LLC is an independent consulting firm specializing in
services marketing, operations, and organizational strategy that is designed and implemented with Integrated Executional Excellence™ in mind.
Owned and operated by Keziah Calmese, 14 Caliber seeks to create meaningful impact and add real value that matters to you, your organization, and those you serve.
We are committed to helping service-focused businesses, organizations, and their people:
Command their presence and position in the marketplace
Define and achieve critical business goals that keep service first
Uphold their brand promise with purpose and conviction, both inside and outside the organization
Our Core Areas of Expertise in the Services Industry
Click each service to learn more!
All Things Brand!
Your brand is everything—it’s your identity, your reputation, and the promise of the services/products you offer. Branding is not just what attracts and retains business…it’s also what drives how you DO business. Let’s build it!
Customer Insights and
Meaningful Engagement
Together, we can transform new and existing data into valuable insights that help you better understand, connect with, and respond to your customers. Through focus groups, taste tests, surveys, samplings, product fairs, and more…let’s reach them!
Copywriting and Editing
Our writing + proofreading services can improve the quality of your brand messaging, digital media, presentations, proposals, company resumes, and more. Let’s write!
Customer Service Excellence
We can help you create customer service standards, training tools, and action plans that your customers will appreciate and your team will believe in. Let’s serve!
Food Service Innovation
Success in food service is bigger than “hot food hot and cold food cold.” We can help you craft consistent, efficient, and high-quality service experiences that meet customer demands and challenge the competition. Let’s eat!
Organizational Leadership, Culture, and Coaching
A service-based business depends on its people…and people depend on leadership, vision, and an environment in which they can thrive. Let’s grow!
Professional Development Trainings and Keynote Speaking
Highly trained and motivated employees are often the most engaged. We love facilitating memorable PD training workshops and delivering powerful keynote speeches that connect and energize. Let’s inspire!
Strategic and Inclusive Marketing
The best strategic marketing plans cater to diverse communities. People of different backgrounds and lifestyles want to see themselves represented in your brand and its marketing. We can show you how. Let’s embrace and expand!
Strategic Communication for Change
When it comes to growth and change, no matter how good your strategy is, it won’t work if your team doesn’t know it exists nor how they fit in. The same goes for your customers. Communication strategy supports and enables successful change efforts. Let’s strategize!
Our Approach to Services Consulting:
Integrated Executional Excellence™
The connectivity between the strategic, the operational, and the functional is the lifeblood of executional excellence in any service-based business. Alignment between these three crucial aspects of the business is key when implementing change. We call this alignment, “Integrated Executional Excellence™.”
It doesn’t matter if you’re in the back-of-house or the front-of-house, or whether you’re the CEO or the dishwasher ⟶ all roads lead to the customer experience. And Integrated Executional Excellence™ is the most effective way for service organizations to create memorable moments that matter.
So, how do we achieve Integrated Executional Excellence™?
Plan for the strategic, the operational, and the functional.
The Strategic
The vision. The goals. The “why?” The path forward. The organizational culture and long-term direction that set you up for success. Where you are, where you’re going, and how you get there.
The Operational
The well-oiled machine. The magic on the main stage. The moment of truth. The bread and butter! This is what makes the experience the experience…it’s product, merchandising, selling, and customer service excellence.
The Functional
The support behind the scenes that enables the success of the frontline operators. This includes supply chain, marketing, communications, training & professional development, employee belonging, organizational leadership, and community engagement.
Hospitality & service-based businesses must focus on all three aspects concurrently to create memorable moments that matter. It’s not an easy task, but we can help!
Our Ethos: Service & Impact
“Life is service. The one who progresses is the one who gives his fellow man a little more, a little better service.”
— E.M. Statler
“A life is not important except in the impact it has on other lives.”
— Jackie Robinson
Our Values (C.A.L.I.B.E.R.)
Community
We believe in purpose-first, people-first servant leadership that meaningfully contributes to the communities we serve.
Attention to Detail
We practice accuracy, diligence, and care to drive consistent, high-quality outcomes.
Listening + Learning
We listen to learn, understand, and empathize — BEFORE we strategize.
Intentional Integrity
We are deliberately transparent and principled at every moment of every action.
Belief
We dream the impossible & reach for the unreachable. We know “faith with works” can move mountains.
Equity
We believe in diversity, access, inclusion, voice, and opportunity for all — on this, we will not compromise.
Research + Reflection
We honor the past, evaluate the present, and project for the future…and we always document the journey. What an organization was and what it is now will inform what the organization is becoming!
Connect with 14 Caliber
