PC Assistance

PC Assistance Executive Vice-President Ted Clouser isn’t afraid to change with the times. In fact, the success of his business requires that he keep a finger on the pulse of customers’ needs.

With revenue increasing at least 26 percent in each of the past three years and sales of more than $1 million for two years running, the company has to be doing a lot of things right.

“As a business, we are constantly changing our focus in order to meet the needs of the marketplace,” Clouser said. “We continue to apply the business philosophy that has served us from the beginning – the customer comes first.”

When it was first established in 1994 by Ben Thomas, its president and CEO, the main thrust of the west Little Rock business was software training and computer repair. Over time, the focus began to shift to PC repair, network design and implementation, as well as software troubleshooting. Today, the company additionally concentrates on wide-area networks, security and wireless technology.

PC Assistance’s 17-person staff is under constant pressure to put out customers’ fires quickly. “Because technology is such an integral part of our business, our response time is critical to our clients’ satisfaction,” Clouser said.

Still, the company’s biggest challenge is striking a balance between having adequate staff to meet the continued growth of its client base and dealing with the costs associated with increased staffing.

While profit margins at some tech companies may be down because the average person has become more skilled at employing technological systems, PC Assistance continues to see positive growth, because of a simple secret of success: “We engage in a vigilant application of the Golden Rule – do unto others as you would have them do unto you,” Clouser said.

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