Thank You!

James Lockhart, President and CEO, Telecom Management Inc.

Isn’t it about time we say something positive about the industry we have chosen? Is it time for us to say “thank you” to the carriers we partner with for their support and the opportunity they offer for us to build an extraordinary lifestyle? Is it time for us to say “thank you” to all the customer service staff, the channel managers and network sales engineers that provide us everything we need from start to finish in this industry and help us attain excellence and achieve success?

Unfortunately, we usually hear more about the one bad thing a carrier did versus the 10 good things they continuously do. A few recent blogs have used this public forum to rip specific carriers regarding their lack of customer service or continuous commission problems. I was always taught to praise in public and criticize in private.

So here is my big “Thank You” to the individuals and carriers that do it well, do it right, and do it better than the others ...

1. Event. The Q.Marketplace convention hosted by Qwest every January is second to none as an industry leading agent centered event. Qwest provides exceptional technical training, back-office support, marketing advice and resources, food and entertainment, plus hours of relationship-building activities with its staff. And I mean its entire staff – everyone from network engineers to provisioners, to sales support, marketing and customer service, all the way up to the directors of the channel. It is invaluable for us agents to get to know the top people in each department of the carriers we partner with. Now, I’m not a huge Qwest agent, but Sandy Spencer and all the people at this event make every agent feel like an irreplaceable part of their team and their success. Thank you, Qwest!

2. Carrier. I believe ACC Business is extraordinary in all areas of telecom. It takes only the top products and services from AT&T; makes them simple to sell, implement and manage; then it adds a personal touch and hands-on approach. Its staff really listens to us and takes the time to understand the agents needs, then works hard to meet those needs as the industry continues to evolve. J.D. Baker, Sandy Butler Buchanon and their entire staff understand the value of building a very personal, long-term relationship with each individual agent. ACC is responsive with proactive customer service, reliable and timely provisioning, as well as accurate, competitive commissions and generous bonuses. Everyone at ACC works hard to meet the needs of agents’ customers and is ultimately focused on the success of their agents. Making sure the agent has all the tools, support and knowledge necessary to build a successful business. Thank you, ACC!

3. Individuals (to name just a few).

• Dan Reinbold, PAETEC sales manager. Dan is an excellent sales trainer with a great system for continuous telecom sales success. Thanks, Dan!
• Doreen Mazzacchi, ACC commission manager. Doreen gets them done correct and gets them out on time, every month. Thanks, Doreen!
• Dane Boat, Qwest sales engineer. Dane is a great source of technical knowledge and always willing to get involved and help close any deal. Thanks, Dane!

There is a difference between ordinary and extraordinary, and I think it’s time we recognize the people and companies in our industry that do the extra little things to help make our companies extraordinary.

Please tell us who you think does it well, does it right and does it better than the others.

James Lockhart is president and CEO of Telecom Management Inc. (TMi), a solution-based telecom consulting firm, which he has grown from a one-man operation to a small master agency with voice, network and conferencing divisions. He serves on the ACC Advisory Board and TMi is an ACC Presidents Club winner. Lockhart also is a member of the 2008-09 PHONE+ Channel Partners Advisory Board.