In 1995, when our President Mark Lewis founded ABS, he realized that everyone hated their IT company and saw IT procurement as a necessary evil. His goal was to deliver IT services differently, with a focus on customer service, proactive solutions, and relationships. The ABS Way is the embodiment of these core values and serves as a guide and resource for every employee so they can deliver high-quality customer service and treat you the way you deserve to be treated.
The ABS Way emphasizes our mission to help people accomplish their goals with IT solutions that work for them. It is more than just words on a piece of paper – it’s been what we hire and fire by since the foundation of our company. All ABS employees are specifically selected because they enjoy helping people, not just because they’re a technical wizard. By empathizing with people first, and then fixing the technical problems they are facing, we have been able to develop lasting relationships with over two hundred businesses in the Louisville, Kentucky area.
ELEMENTS OF The ABS Way
When Mark Lewis founded ABS, he wanted to assemble a team of problem solvers that could do things differently than other computer people. He spent several weeks outlining the “ABS Way” which would help him select team members and cultivate a culture dedicated to outstanding service. We still stick to these principles decades later.
Set Expectations Every Time
Do What You Say You Are Going To Do
We value accountability and follow-through. If we tell a client something is going to get done, it absolutely has to get done. Our culture emphasizes the importance of rising to the challenge and making things happen for our clients.
Be Part of the Solution, Not Part of the Problem
We tell our employees to put themselves in the client’s shoes, and ask how they would like to be treated. The client is getting an invoice for our efforts – how would we feel if we had to pay that invoice? Would we feel like we received good value?
If the Client Isn’t Happy, It’s Your Responsibility
If the client isn’t happy, that means that somebody messed up. Somebody didn’t anticipate, didn’t set expectations properly, wrote a bad project plan, didn’t communicate well, didn’t empathize, left something undone, didn’t follow up. We take personal responsibility for making sure the client is happy with every interaction that we have. If someone sees a problem, no matter who created it, they take care of it.
Make The Client Feel Good
Any day that involves a technology breakdown is a stressful one, and the person calling us is usually under immense pressure to solve the problem. We work hard to make our callers leave each engagement feeling positive, reassured, and confident, and make sure that each of our staff members possesses not only technical skills, but a commitment to customer service.
Finish The Job
The Client Is Your Boss
If there is a conflict between what the ABS supervisor wants an employee to do and what the client wants them to do, the client wins. We give our employees the authority to make situational decisions based on the needs of the client rather than making everyone adhere to a strict procedure, which gives our clients better service and our employees the freedom to do their jobs.