The Conference Coach™

It’s long past time that the conferencing industry think about who pays the bills.   It’s the person that dials that 800 number, enters their ID and does business over our conferencing service.  I don’t think most of my peers in the industry treat them very well.  They add crazy fees, require heinous contracts, have no or very little technology to let the customer gain access to information, and make it a habit to offer poor customer service.

I’ve been thinking about this and have been reminded that when customers get mistreated, sometimes they aren’t even aware that it has happened to them.  It’s obvious when an airplane full of passengers gets stuck on the tarmac for hours, but not so obvious when credit card companies run those fees up in the monthly bill.

I think it’s time conferencing customers get educated about what is happening to them and what they should expect.  As a result, we have put together our own “Conferencing Bill of Rights” and we intend to articulate it, evangelize about it and post it wherever we can.  It’s simple.  Conferencing companies should:

• Be easy to do business with
• Have a point of contact that you know and is easy to reach
• Allow you access to your account information online
• Give you control over managing your call leaders
• Turn accounts on and off instantly at your request
• Not require a contract
• Not add hidden fees
• Not charge for items that should be free 
• Respect and value you as a customer 
• Recognize you have a choice

For most of my career, I’ve been the smaller company competing against the big guys and I’ve made a pretty good living at it.  The reason that this is so is because that bill of rights is something I’ve lived every day and in every company.  Copper Conferencing is no exception.

Join the Conferencing Revolution!