The Conference Coach™

Carolyn Bradfield

Sometimes in our business, companies will engage in an RFP process.  For those of you who don’t know what this is, it stands for “Request for Proposal.”  This usually is a fairly painful process where you are asked a million questions, have to write a term paper and usually have to compete with the “big guys” who can kill you on the price per minute.   Copper Conferencing participated in an RFP process in the spring, but lost out, primarily on price.  We were bummed, especially since this was a valued customer.  But we understand the desire to gain some cost advantages.  Times are tight.

Despite our loss and licking our wounds, our customer care department kept up the high level of service and care even in the face of a certain departure by this customer.  We responded to requests quickly, continued to offer training and support, created and delivered custom reports.  This is an area where nobody can beat us.

Well, it seemed that the “big guys” weren’t nearly as responsive.  They were hard to do business with, were slow to respond to requests and didn’t seem to value the customer nearly as much as we did.  Despite not winning on price, were just told that they’re staying with Copper.  It goes to show you that customer care does matter and if your needs aren’t being met, you have a choice.

Congratulations to our customer service representatives, our billing department, our technical group and to all those Copper employees that do a superior job everyday.  Kathleen Thompson quarterbacks this team and is one of our customer-service heroes.  Good job Copper!  This is a real win for the little guy!

Have questions about Copper Conferencing or need to do an audio conference or web meeting?  Contact a Conference Coach today.