"It's My Honor": A Vision Built on Service
Hanging With Hal
The Mindset that Built IST
It’s hard to believe… 28 years ago it was just the three of us. We started with big dreams and a lot of heart. Today we’ve got over 1,800 excellent employees in 38 cities. I’ve got to say, I am proud. This is a significant accomplishment we've made!
You know, I think outsourcing means placing trust in a service that’s going to build long-term solutions. I've dedicated my professional life to being a problem solver. Back when I was working for Marriott we used to say, "Inspect what you expect." That phrase stayed with me... because trust and accountability are what build great teams. That’s the mindset that built IST. And it’s true... So I keep this phrase in mind as I work with IST's leadership to guarantee our Operations Managers and Regional Operations Managers maintain our high standards from coast to coast... And now from country to country! That’s the mindset that built IST...
In the early days, we all wore all the hats. One day, you were troubleshooting, the next you were delivering equipment... or helping a client through a project. No matter the task, the goal was always the same. You know, I came across this post on LinkedIn by Daniel Hurst, "If the plan doesn't work, change the plan - but never the goal." That’s exactly how we built IST.
"It's My Honor": A Vision Built on Service
No matter how big we’ve gotten, the goal is the same; it's only grown stronger. Each day, I hear from our clients and Operations Managers about how our employees are taking the initiative and going above and beyond their roles.
When someone at IST says, ‘It’s my honor,’ here’s what they mean:
- It’s our honor to deliver results that make a difference.
- It’s our honor to solve problems side by side.
- It’s our honor to build partnerships built on trust.
Service can feel transactional... but excellent partnerships are only as great as the relationships, drive, and trust behind them. Excellent service is not saying yes to every request but by caring enough to get it right. We hire people with the patience, collaboration, and humility to say we have a better way.
That’s what we mean when we talk about service. It’s not responsiveness. It’s about ownership. It’s taking responsibility and finding a solution. When a client hands us a problem, we know that it’s something that matters deeply to their business. It's an honor to be trusted... and it is on us to earn it every time.
Carrying the Vision Forward
To everyone who has been part of this journey... thank you. To our clients and partners... thank you for the trust you place in us every day. To the IST family... thank you for the dedication and heart you bring every day. Rosa and I talk often about how proud we are of this family. What started as a small team has become a community of innovators... and we’re just getting started.
With technology and industry constantly evolving, we can count on our employees' passion, hard work, and commitment to excellent customer service. “It’s my honor” is more than a phrase... it connects where we started to where we are headed. We’re not just a technology company because our people are what's valuable. Whether we are managing a document review, delivering a solution in the field, or helping a partner solve a new challenge...
At the end of the day, it's not just our job, it's our honor.
Hal Blackman
President & CEO
