Turning our competitors’ mistakes into our successes

There’s an old saying that instead of looking at something as a mistake, look at it as an opportunity to make something even better. It’s no secret that we are constantly looking for ways to improve the quality of our service – and sometimes we’ve found that they best way to do that is to watch and learn from the mistakes others in our industry have experienced.

For example, a recent article highlighted Frontier’s dramatic decline as a result of overreaching with their growth strategies and resulting inability to provide customers with adequate internet connectivity. Too many customers, not enough resources, and a lack of focus from their management has created a perfect storm of poor service that’s caused nearly half a million subscribers to leave last year alone. Internet service in Wilton, especially, has been negatively affected by Frontier’s decline, leaving subscribers with little to no connectivity at all.

As other internet service providers in our industry have made the mistake of overpromising and underdelivering, we’ve seen the damage that can do, and turned those lessons into opportunities to improve our focus and our services, such as:

Strategic subscriber management: Instead of taking an overly aggressive approach to signing up new subscribers, we’d rather turn potential customers away rather than tax out our network and negatively affect existing customers. For instance, when we reach capacity for each tower, our standard practice is to stop accepting new customers in that area to avoid spreading our resources too thin and degrading the service.

Proactive network management: We take a proactive approach to managing our network, meaning we don’t oversubscribe our AP’s, we don’t skimp on the equipment we purchase for our network, and we choose the best quality product every time instead of trying to save a buck. We continually reinvest back into the company so that we can deliver the best quality internet service for our customers.

Focus on customer satisfaction: Since our company started 25 years ago, we’ve maintained a management philosophy that insists on quick action and response to customers complaints and issues. While other ISPs try to save money by outsourcing support operations overseas, we don’t. No overseas call centers – all our employees live here in the Sacramento area and work out of our Galt facility.

We believe that rural internet customers shouldn’t have to put up with slow DSL or laggy data-capped satellite internet service, and these upgrades put a spotlight on our commitment to provide ultra-fast reliable internet for rural areas in Central California including Galt, Herald, Clements, Acampo, Wilton, Lodi, Lockeford, Walnut Grove, and the surrounding communities.

 

Kristy CooperTurning our competitors’ mistakes into our successes

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