Every system we build is scored against the manual process it took over. If it is not better on the numbers, it is not finished.
We run our own products on the same infrastructure practices we sell. Nothing gets recommended to a client that we have not lived with ourselves.
If a project is outside what we do well, we say so in the first reply rather than three months into an engagement.
There is no account layer between you and the engineers. The person answering your note is the person doing the work.
The person who answers your note is the person who would do the work.