The difference between working with a small company and a large corporation can be stark. Our recent experience with an upstream ISP, (think popular large internet and cell phone provider), during a critical go-live event for a new building, underscores this disparity.
The Memorial Day Weekend Fiasco
We were scheduled to bring internet service online for a new building on the Friday before Memorial Day weekend. The building had an elevator inspection set for the following Tuesday, making the internet connection crucial for the inspection process. However, upon attempting to go live, we encountered a significant issue: we could not ping the default gateway. This meant something was wrong with the upstream configuration. We tested on two laptops and our firewall.
From 3:30 PM on Friday, we continuously reached out to our upstream provider for support. Despite our persistent efforts, we never managed to connect with a technician capable of resolving our issue. Instead, we were funneled through an outsourced company whose sole purpose seemed to be insulating the large upstream provider from direct customer interactions. While the outsourced company was responsive, they had no power to fix our problem.
Throughout the holiday weekend, we worked tirelessly from 4 am until 10 pm each day to resolve the issue. Our dedication to our customers meant we didn't rest, even on Memorial Day. Our CEO was actively involved, ensuring every possible effort was made to resolve the situation. Our commitment paid off, but only by Tuesday at 11 AM, long after the large upstream providers employees had enjoyed their holiday weekend off.
The Smaller Company Advantage
This experience highlights why working with a smaller company offers numerous benefits over dealing with large corporations like this.
1. Personalized Service
At smaller companies, customers are not just numbers. Every customer is part of our community. Our team, from technicians to the CEO, knows our customers personally and is invested in their success. This personal touch ensures that issues are resolved swiftly and efficiently.
2. Commitment to Customer Success
Our customer's problems are our problems. This ethos drives us to go above and beyond, working through holidays and weekends if necessary. Our commitment is unwavering because we understand the critical role our services play in our customers' lives and businesses.
3. Direct Access to Decision-Makers
In a small company, decision-makers are easily accessible. When you encounter an issue, you can quickly escalate it to someone who has the authority to make decisions and take immediate action. This contrasts sharply with large companies, where layers of bureaucracy often delay problem resolution.
4. Agile and Responsive
Smaller companies are more agile and can adapt quickly to changing circumstances. Our team is always on the lookout for innovative solutions to enhance our services and address customer needs promptly. This agility allows us to provide a level of service that large corporations struggle to match.
5. Customization
Smaller companies are more willing to try something new that you as a customer want. Something custom.
Just ask!
Try that with a large company!
6. Stronger Community Ties
As a smaller company, we are deeply embedded in the communities we serve. Our success is intertwined with the success of our customers and our community. This close-knit relationship fosters a sense of mutual support and collaboration that benefits everyone involved.
Conclusion
Our recent ordeal with the large ISP is a testament to the superior service smaller companies can provide. While large corporations often treat customers as mere numbers, we at smaller companies view our customers as part of our extended family. Our commitment to personalized service, customer success, and community ties ensures that we are always there for our customers, no matter the time or day.
When choosing a company to do business with, consider the value of being treated as a valued member of a community rather than just another account. With a smaller company, you'll receive the dedication, responsiveness, and personal touch that large corporations simply cannot offer.
