After leaving their jobs at Nortel in 2002 to found PSS, Todd, Archie, and Keith hit the road to meet with prospective customers who could help their fledgling company get off the ground.  They managed to wrangle a meeting with America West Airlines and over a short lunch explained what PSS could do for them. The response was a simple "Thank you.  We'll keep you in mind," so the PSS crew left thinking they made little progress.

About a week later (over the Thanksgiving holiday) PSS received a call on their newly minted 888-455-2285 support line.  The line was supposed to be set up to ring Archie first, then Keith, and finally Todd (the CEO) if neither of the others answered.    Of course there was a routing error, and PSS's first support call was "auto-escalated" to the CEO who (legend has it) answered it before the end of the first ring- setting the standard for customer service at PSS. 

The call came from America West, who had a problem with their IVR system and was getting push-back from Nortel support because they were signed up for 9-5 M-F support and this was a holiday.  Todd triaged the first call and immediately mobilized Archie to start troubleshooting.  Archie determined that there was a memory problem with a system in Reno, NV.  Based near San Francisco at the time, Keith was the closest PSS employee.  He drove to Reno, fixed the system, and got AWA back up and completely functioning during the busy holiday travel weekend. The following Monday the whole PSS team (all three of them) were involved in negotiations that led to their first contract.    Today PSS has employees on three continents and has been recognized as one of the fastest growing private companies in America.  The same level of responsiveness that earned us our first customer continues to grow our reputation today- our first priority is always to solve a customer's problem.