9y
Thank you for taking the time to complete this review.
Thank you for noticing that our benefits package is improving. We have put resources behind this very topic to make sure our Team Members are getting what they need to take care of themselves and their families while we remain competitive in the marketplace. This will continue to be an area of improvement for us for the team, but between the family medical coverage we subsidize, our 401k matching and other benefits, I am not sure that I agree that we still have a "long ways to go". I both encourage and welcome more specific feedback on this topic, please.
As you pointed out in your response, we are growing rapidly and that always results in less than optimal situations at times with staffing, communication and other processes. One move to note here is that I have just taken over responsibility for the operations again in a recent move inside the company. This includes all of the SVPs reporting directly to me, so I will seriously consider your feedback on one of them "protecting his buddies." Again, more specific information here would be hugely helpful, even just knowing what region you are talking about, or even an example if you are willing to share one.
Having been in the position with the SVPs reporting directly to me now for two months and having been to a number of our operations this year, I don't think we are understaffed, nor are we overworking our team. There are people working hard everywhere at Access, myself included, but there is no plan that includes purposefully understaffing and overworking our team. I am not sure where you worked, but I would also like more detail here, if you're willing to provide it.
In regards to pricing, we aren't - and never have been - the low cost provider in the market and we have no interest in taking over taking Iron Mountain. We strive to provide the very best service and our prices are meant to reflect our premium services, facilities, products and the world class team that provides them. We do increase our prices annually, but all of our costs, like rent, team member wages and additional investments in benefits, also go up annually, so annual price increases allow us to continue to cover the increases in our costs and make investments in the team and the business.
Having said all of that, I thank you again for your direct feedback we will continue to analyze our pricing strategy and evaluate our team, especially our leaders, regularly.
Furthermore, our contracts are based on the industry standard contract published by the industry trade organization (PRISM International) that many of the service providers in our industry utilize. There is no intention to confuse anyone with contract mumbo jumbo. Our contracts are strong and direct. They are meant to very clearly outline the terms and conditions on which we do business with our clients. Please keep in mind that we protect and manage confidential and sensitive information for tens of thousands of businesses (and many millions of consumers), so a solid contract that governs items like limits of liability are hugely important and need to be addressed completely and thoroughly, especially in today's heavily regulated information security environment.
I realize that I am stepping up in this response and defending our position as a company, but I don't think i am being defensive here. I am defending our position with confidence that we are focusing in on the right issues for the team, the client and the company.
Please reach me via email directly at ralston@accesscorp.com if you are willing to provide more information to any of the information in your review. I mean it, do not hesitate to reach out to me in the future as I am always seeking to be the best we can be and information from team members (past and present) is invaluable to that process.
Thanks again,
Rob
