Have you seen this humor video? It's about how stuck we all feel when it comes to suffering poor service by residential high-speed Internet and cable providers. It's good for a laugh (warning, it includes an expletive). I especially like the part about the "barely trained technicians who knock once while you're in the shower and then promptly leave."
Business customers can relate. Ever tried to run a business while waiting for a telecom technician to arrive sometime within the service install timeframe of 8 HOURS? It's maddening.
Business owners have the chance to demand an outstanding customer experience.
Unlike residential customers business customers aren't trapped. They have a choice, albeit limited, when it comes to their phone and Internet service providers (Century Link, Integra Telecom, Comcast Business, etc). That choice, however, seems somewhat false and exercising it just causes headaches. More empowering is the fact that businesses have a choice in how they buy telecom service.
There are two ways to purchase and receive business phone and Internet service. Buy direct from the service providers (see headache comment above). Alternatively, businesses can chose to work with an experienced telecom broker and completely bypass the providers' sales process. When businesses choose brokers they change business telecom for the better. Here's how.
Vote with your dollar.
Telecom brokers work with all the service providers so you don't have to. And they manage the install experience, wielding an influential whip on your behalf. Brokers' services are usually free. Learn more about how telecom brokers are revolutionizing the industry here.
As the alternative to direct sales representatives, telecom brokers are sometimes referred to as the "indirect channel" in that they are another avenue for bringing in new customers. In this way, brokers have the ear of the telecom giants. More on that coming up, but first a disclaimer:
I'm a broker, so naturally I'm advocating for the buy from a broker route. But I'm also a business owner and I want better telecom service for my business and clients. Plus, I've worked the direct side of telecom as a customer care rep, telecom provisioner and sales person. I've seen the inner workings of the telecom giants. I know that what telecom brokers solve for the giants will ultimately mean more resources get put toward better sales support, more engineers and true product and service innovation. All that means happier customers and lower prices.
When you work with a broker you win:
1. A professional. The best brokers have years of experience. They exist to be your fierce advocate upfront and for years to come.
2. The best rates for the best products (brokers have access to all the same promo pricing, special deals and competitive maneuvering as direct sales reps, don't ya know). Here's how.
3. No B.S. Brokers work with all the 40+ telecom service providers, so you don't have to.
Read about additional benefits here.
High-speed Internet via fiber connections, 100 Mb to 1 Gb dedicated Internet connections, MPLS, hosted voice; telecom is business rocket fuel. Together, we can make sure that telecom customer service shapes up. Telecom has the chance to create an outstanding customer experience!
As always, if you have any questions about business phone and Internet service please call me direct at (206) 420-0140. I'm famous for giving away tons of free advice.
About Brian Wade
Brian Wade is founder and president of telecom brokerage, Caisson Technologies. He has worked in telecom for 15 years, including at Integra Telecom as a customer care representative, service provisioner and sales representative. He launched Caisson in 2005. He writes about telecom products, promotions and industry trends on his blog.