ATG Insights: What does our core value “Think like a Customer” mean?

We know that it’s a big decision to start working with an IT support partner and you need to give careful thought to who you choose.

We wanted to give new customers some insights into how we work here at ATG and we’ll be sharing these with you over a number of blog posts.

For this first post, we asked our CEO, Mark Matthews, to talk about one of our core values "think like a customer". We asked Mark to explain what that means and how it works in practice here at ATG.

Here's what he had to say:

ATG’s core values

Like many other companies, we have our values printed out and prominently displayed, both in the boardroom and on the walls around the office. I think it’s helpful if we can explain the reasons behind them and what they mean to us as a business.

Every single decision we make is driven by our values - from the hiring of staff to handling support tickets. Everything comes back to them and by checking that the decision you are about to make is in line with our company’s core values, we can ensure we are providing THE best customer service.

Our most important core value is to "think like a customer". What that means is how the team responds to a customer, prospect, or anyone who makes a new enquiry or is looking for help or the resolution to a problem.

Whoever it is who responds to that query, whatever their position is in the company, we ask them to put themselves in the customer’s shoes.

We encourage them to think, "If this was me, what would I want to happen?". Once they know, that’s the answer the customer is looking for.

Everybody who works with ATG does this and it’s a value that we live and breathe every day. It’s why we provide our customers with the service we know they want, not what we want to deliver to them.

It’s a simple concept, but one which we think is a key part of building good relationships with our customers, and which we hope they’ll appreciate. Many of our clients have been with ATG for many years, so we’re confident we’re getting this right."

 

If you'd like to know more about how we discovered the values for our business, take a look at Mark's Crisp Leadership blog or watch his talk:

 

As always, our team is on hand if there is anything you would like to discuss. Get in touch - we'd love to hear from you!