Q: How do you feel about ACS?

A : I feel enthusiastic because the company has experienced tremendous developments. We started seven years ago, with five employees. Today we are seventy people strong, with big prospects. I find this very satisfying and pleasing.

A: Yes my partner and I, with 3 employees.

Q: Why did you start up ACS?

A: We were both working in another organization. We spotted a new opportunity, a new segment of business that had great potential. However the company we were working for was big, it was not giving the necessary attention to this opportunity. So we decided to start up on our own. We started from scratch building the business up. I remember at first, I used to do the delivering as well. I would get on the motorbike and deliver. I would come across, my fellow students from university, and deliver to them. On one hand I felt bad, on the other I felt that as this was my company I had to do certain things to succeed.

Q: What do you think helped the significant growth of ACS

A: The commitment that my partner and I have. We were both fully committed to what we were doing. The other important factor was that we were focused. We did not expand into other areas. We had various ideas to expand into other activities, however both of us gave 100% of our time to the core business.

We did face difficult times. I would say that the first three to five years were critical. The nature of the business is such that the breakeven point is high due to the high fixed costs. We have employee costs, office costs for 15 different locations throughout Cyprus. So if we do not achieve a high turnover we cannot cover these costs.

Q: Now that you have seventy employees how to you manage to transfer this commitment that you feel?

A: That is the challenge now. We have realized that due to growth, the company has to function on another basis. We now invest in our people. We are trying to create the necessary structure, so that, the management of the company does not just rely on my partner and I, but, on a middle management team too. This team will consist of individuals who can each concentrate on a particular set of responsibilities and duties.

Q: How do you cultivate this commitment and enthusiasm you have, in your middle management team?

A: We achieve that through the frequent meetings we have with them. We also conduct seminars such as the ones we have started with PeopleAchieve. Seminars give us the opportunity to meet outside the work environment, to talk, to discuss

I also communicate through special events, our major successes such as closing a big contract, achieving big increases in sales, or gaining new important clients. I use email to also communicate successes.

As a company we use e-mails a lot. We all have email, and I frequently use it to congratulate employees or to announce something we have achieved, or to inform about a new product we have created. In this way all our employees know where we are going as a company. For instance recently we won several significant tenders of a large telecommunication organization. All the staff knows about this and thus they feel enthusiastic about these new jobs.

Q: How does the market perceive ACS, why do they prefer ACS?

A: I believe that those companies that have the opportunity to work with us, experience the difference between us and the competition. Through research that we have conducted, we know that clients value the customer care we give them. They value the service our employees provide for them. In our company the client is very important. We are interested in the client. If there is a problem, if there is a complaint, we immediately attend to it, and never discard such issues. Now that we have grown we have a large client base, however every small problem that clients may face, we handle with the processes and systems that we have in place. We are very interested in the opinions our clients have. This has helped our growth tremendously. Many of our new clients come to us, because we have been recommended to them by existing clients. We gain new clients through word of mouth. This is a very strong point for us.

Q: Speaking with your staff, I noticed how friendly they are.

A: We have a young and enthusiastic work environment. We want to ensure that everyone who works here, experiences a positive atmosphere. People work under pressure, some work long hours, however they feel that it’s like being part of one family, they sense a home environment that they like,

Q: How do you achieve this home environment?

A: We did not have this at the beginning, however in the last few years we have created this.

I read a lot, and what I have realized is that our business relies, on the people we have. All that we have achieved to-date, is a result of the contribution of our employees, with each person offering. To achieve in business, you need to offer that something extra, if you just provide what is expected, you have done nothing. You need that extra bit when you speak to the client, when you are dealing with a problem, to show that you care, so the client can accept what you are saying.

We know that by giving our own staff attention and help, when they are experiencing personal problems, and challenges, they too in turn will provide the same attention and care to our clients and to ACS. Even a new employee, who is facing a problem, feels that he can come and talk to us about it, and that we will want to help him.

Q: You say you read a lot, is there a particular book, that is your favourite?

A: I have read many, especially on marketing. One that impressed me considerably was the "Purple Cow" about how a company can differentiate its products and make them special like a Purple Cow. I find Costandinos Markides’ books on strategy very interesting and practical. If you have the time, which we are all short of, and you read, you will find that a lot of it is simple. However most of us do not do these simple things because we are too busy with the daily routines. Yet you do need to make the time to implement these principles, like differentiating yourself.

What has helped us, is our aim to offer something different, and something of high value to the client. I put myself in the client’s shoes and I think of how the client will feel the impact of what we are offering, and what benefit the client will experience. The client will evaluate us according to the benefits he receives. When you create value for the client, then you have the client with you.

I remember a clear example of this, when last March we increased our prices. Due to the competitive nature of the business, prices where very low, in the market. We increased prices for all clients. Some clients had an increase of 100%. Yet of all the clients we only lost one. In six months he was back with us. This shows how much our clients value the service we are offering. This was very encouraging for me, because it showed that everything we had been building for the past few years had been acknowledged and valued.

Q: How do you see the future?

A: I see a very challenging future. Our company is ready for big leaps. However the larger a company is, the bigger the risks are. One wrong decision can have far greater repercussions in a bigger organisation. I view the future with caution, and at the same time I believe we can take giant leaps forward.

I believe that in five year’s time ACS will be a leading edge company, the number one company in Cyprus, offering solutions that do not even exist today.

Q: How does the shift into the electronic world affect you?

A: Its impact is positive for us. The electronic world is not going to eliminate the need for courier services. We rely on technology in all our offices. The more educated people become in the electronic world, the more they will appreciate the services we offer.

Q: Thank you very much for offering us, valuable insights into business growth and development. We wish you every success in your path forward.

A: Thank you.

www.acscyprus.com