When they have to ask us for clarification or more information, it is the exception, not the rule. As one of our clients once said to me, “I would not say that Brick Abode communicates too much, but I would say that you come close.” Our standard reports are detailed, and we customize each client’s report based on their feedback to give them exactly the information they want and need.

Clients know what we have been working on, and they know what our plans are. If the client is busy with other tasks and wishes for the work to continue in the previously agreed direction, then they have confidence that it will happen. On the other hand, if changes need to happen, then those decisions can be made immediately. Their control over our work is absolute and effortless.

Thanks to our no-blame culture, we always self-disclose our mistakes. By acknowledging that individual errors are inevitable, the company as a whole takes responsibility for errors instead of blaming the individual. We focus on identifying and rectifying the causes of errors, and proactively improve our safety measures to prevent accidents before they happen. Each mistake is accompanied by an analysis of why it happened and a proposal to fix the underlying problem. Finally, we decide the path forward together with the client.

In addition to executing our assignments, we are constantly looking for ways to improve the effectiveness of our work and actively proposing how to do so. This takes many forms: discussing whether the current investment in automated testing is the right business decision, driving continual improvement in the CI/CD/release pipeline, cooperating with devops to reduce operating costs and failures, suggesting architectural improvements, bringing outside innovation to our problem solving… the list goes on. The point is that we view it as our responsibility to find and propose these things, not leave the entire burden with the client. We want our clients focused on growing their business, so we try to drive as much improvement as we can ourselves.

A major mistake of traditional outsourcing is to view their job as merely executing assignments. Our goal is to understand and help solve your technology problems; executing assignments is simply one of the ways that we do that. Creating a pleasant experience, letting the client direct our work effectively, driving improvements daily, and removing as much burden as possible from the client are critical elements of our success. Helping our teams achieve this is the most important job which our leadership team has.