Recently we landed a very large global retailer as a customer. You’ve seen this company in every shopping mall in America. The interesting thing about this deal is that there was no “secret sauce.” We followed our normal sales process which simply put is to be thorough, honest, plain speaking, do what we say, and always recommend just the right solutions for the customer – not too little and not too much – just right. However, this entire piece of business hinged on two components that seemed small or insignificant to the incumbent provider compared to the over-all size of the business.
1. There was a small piece of International conferencing business where Moderators were having all sorts of telephony issues. The dial in numbers wouldn’t work and the moderators were getting fast busies and so forth. This can be really disruptive to business communications and while this was only a couple of Moderators they were vocal and carried a big stick internally.
2. Along the lines of the issue above, it wasn’t the end of the relationship when the international numbers didn’t work. What drove the discontent in the customer was how the communication and the resolution of was handled. The existing provider didn’t update them in real time and let them know what was going on. There was very little to no communication as the incumbent took this customer for granted. Most customers are understanding if you just tell them the truth and let them know what’s going on. Sadly, this is rare in conferencing companies outside of Lighthouse – for us, it’s just the right way to do business. Period.
So, due to theses seemingly two small issues (at least as compared to the overall revenue of the customer) this particular customer reached out to Lighthouse Conferencing to see if we could help them. All of our International, Caribbean, Canadian, and domestic dial in numbers and conferencing bridges worked flawlessly during the pilot period and conferencing for this customer returned to what it should be: simple, easy, rock solid reliable. Our communication was timely, clear, and honest. The customer couldn’t believe our response time was minutes, not days, weeks, or even months as compared to their previous experiences.
And now we have an amazing customer that views Lighthouse Conferencing as a partner, not just a supplier. In this instance we were the beneficiary of the little things, but we’re always aware that if we don’t properly manage the little things for our customers we could be the “incumbent company” that loses your business. That’s why at Lighthouse we live by the motto “We’re a different kind of conferencing company” because to us, the little things — the details and nuances of your communications — matter.
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