Gary Tok, Chief Commercial Officer of Ascentium, on empathy, trust, and the human side of professional services
Who does corporate services really serve — the business entity, or the person behind it?
A: We usually think of companies as entities, but ultimately, it is the people behind those businesses that truly matter. At Ascentium, we focus on understanding our clients: their needs, preferences, and emotional stakes. The services may be similar, but how we deliver them makes all the difference.
How do you adapt your approach across such different types of business clients?
A: Risk tolerance varies dramatically. A solo entrepreneur and a CFO of a large corporation have very different emotional stakes. We’ve started codifying the types of people we work with so we can tailor our approach. Successful service delivery depends on how we connect with the person behind the business.
What happens when a founder's instincts conflict with what's best for the business?
A: This often happens in fast-growing or family-owned businesses. As they scale, they need structures and processes that founders may resist. Our role is to guide, not impose, best practices, ensuring what’s right for the business also aligns with what’s right for them.
Can an industry built on standardisation genuinely offer personalised service?
A: Standardisation drives efficiency, but personalisation builds trust. We can standardise what we deliver, but how we deliver it is where personalisation matters. We look beyond company size and segment by user type, from light-touch users to highly engaged operators, so we can tailor services to their preferences.
How do you train professionals to see beyond the paperwork and focus on the person?
A: We invest in technical skills, but also cultivate empathy. Our training helps employees understand clients’ perspectives while retaining their own unique engagement styles. These build trust and make interactions more intuitive and human centered.
Conclusion
Corporate services work best when they're built around the person, not just the entity. Ascentium's team takes the time to understand your goals, your risk tolerance, and the decisions that matter most to you, so that the service you receive is as individual as your business.
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