Why we go the extra mile

One of our core values at ABEC is “we always go the extra mile”. We recently sat down with James Ingram and Tom Wilson, our two Operations Directors, to chat about what this means to us and how it looks for our clients.

Can you tell us a bit about your respective roles?

James: As the Operations Director for New Projects, I hold overall responsibility for leading and managing the operational teams across Europe and the Middle East, covering contract management, project management, design, installation and commissioning for all large projects.

Tom: I am the Operations Director for Managed Services, responsible for overseeing all of ABEC’s maintenance clients and existing building projects.

What is meant by going the extra mile at ABEC?

James: It means being willing and able to get the job done when our customers need us the most. Whether that is supporting them through the design development journey before tender or through project delivery to completion. It also means having the required resource onsite and doing the hours necessary to ensure successful delivery and handover of a project.

Tom: Ultimately it‘s the belief that simply checking boxes isn’t good enough. To deliver exceptional service in everything we do, a proactive mindset is essential; anticipating potential issues before they arise and taking steps to prevent them or identifying opportunities for enhancement even beyond the usual remit. It also means taking ownership and following through on tasks and projects with accountability and pride, especially when challenges arise. Another essential part of going the extra mile is collaboration internally, such as helping teammates even when it’s outside your immediate role or project.

Why is going the extra mile an essential part of ABEC’s identity, and how does it shape relationships with clients?

James: I believe it’s one of our key differentiators. When our clients experience this added value, it fosters an unrivalled level of trust – forming the foundation of our incredibly strong customer relationships. It reinforces our reputation for service excellence and makes us a partner they turn to again and again.

Tom: It directly supports our mission and vision. As a fundamental part of our identity, it is deeply embedded in our approach, how we operate, how we build lasting partnerships and has a significant impact on our relationships with clients. It is most definitely one of the key reasons the company has built such a strong reputation. When we go above and beyond, our clients see that we have invested in their success and reinforces long-term relationships.

Does the nature of the industry make this a particularly valuable trait in a supply partner?

James: Absolutely, especially when working towards the end of projects at key stages of commissioning, without this approach projects can and will fail. We cannot let that happen for our customers.

Tom: In an industry where time, quality, and trust are everything, going the extra mile transforms ABEC from a supplier into a critical success partner.

Can you give a recent example of going the extra mile for a customer?

James: For one of our data centre clients, we had our entire teams in Frankfurt and Zurich undertake split working patterns to ensure almost 24-hour coverage at the critical commissioning and handover stage of a project – proving that ABEC is always willing to do what is necessary to achieve what’s required.