ahead of growth - Communicating with tenants and coordinating all the details can be challenging. One of the ways we overcome that is by ensuring our teams are fully resourced to handle the workload effectively ,” Vallee says. This strategy prioritizes long-term growth over shortterm profits. Being overstaffed allows the company to differentiate from a service perspective, which is why it has scaled so rapidly. This counterintuitive approach empowers ESI to deliver superior service, with its technicians and customer service teams having the capacity to overcommunicate and provide timely, reliable updates to clients. In one notable example, ESI strategically entered the Fort Wayne, Indiana, market by generously staffing a major project -setting the stage for growth in the market . Having more resources than needed not only ensured a seamless project but also earned the client’s trust, leading to further business and the establishment of a thriving local office. ESI’s approach to leadership and talent development is built on the same principle of long-term investment. Many of the company’s presidents are active members of the Building Owners and Managers Association (BOMA), which facilitates a valuable exchange of information that often yields greater benefits in the future. “Our local teams are very active in BOMA, and not just for membership but also being on some of the boards as well. It gives us an opportunity to see what’s trending in the commercial real estate business as well as an idea where we can help,” explains President Brett McCay. By always having qualified elevator inspectors on staff and staying current with the latest codes and regulations, ESI is able to react to any opportunities that arise the moment they do. This investment in people also applies to the company’s field technicians, as ESI continues to operate maintenance apprenticeship programs —a practice that many competitors have discontinued. Lastly, ESI also promotes diversity, equity, and inclusion, aligning its practices with the principles of the IUEC. “Being a multi-regional independent elevator service company gives us diversity in our people. We’re in so many different markets and serve communities with different demographics, so we make it a priority 55 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 10 ELEVATOR SERVICE INC.
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