I did every job before I managed it.

I started CASS in October 2018, and for its first eight months I slept on the office floor in Skypod.

I did every job in the company before I managed anyone doing it: technician, installer, operator, admin. The person who set our standards has done the work being standardised.

In 2018, before CASS, I spent six months driving for a ride-hailing platform. Nobody was watching those drivers, and the good ones still turned up and did it properly, because the system paid them for exactly the thing the passenger wanted. A well-designed incentive does the work that supervision is usually hired to do.

CASS is built on that. We are organised into squads that see their own economics: what a job earned, what it cost, what was left. Work follows documented SOPs, and every job is logged in Chance OS, the job-management platform I built for us, so what was done at a site is recorded rather than remembered.

For a client, that means the work stays consistent when the crew on site changes. It is also why we would rather be small and well-run than large and thin, and why CASS has never taken outside capital. A shared interest lasts only as long as the interests coincide; we work on shared destiny.

Spencer LengFounder & Managing Director, Chance Air-Cond Sales & Service Sdn. Bhd. (CASS)