[Tim] Nulty echoes comments from other muni-fiber pioneers in terms of their attitudes toward customer service. While private companies, he says, are inclined to spend the least they can on customer service without losing customers, the approach taken by BT is to "provide the best customer service you can afford." He says he would tell his staff, "if you can't solve [a customer's problem] on the phone, go fix it in their home."
Community Broadband Bits 22 - Jason Grey from Danville, Virginia
While I was in Danville, Virginia, for the Broadband Community Magazine Economic Development Conference, I had a chance to sit down with Jason Grey, nDanville Network Manager. This interview is our 22nd episode of the Community Broadband Bits podcast.
Jason and I met five years ago when I first visited Danville to learn about its municipal open access fiber-optic network. Danville is located in southern Virginia and was hit hard by the demise of tobacco and the loss of manufacturing jobs. But the municipal utility loaned itself enough capital to build a fiber network connecting the schools -- by provisioning its own service, they were able to pay back the loan, make contributions to the general fund, and still have enough money left over to expand the network to connect local businesses.
The network has been a tremendous success, attracting new employers and helping existing businesses to expand. And the network is just starting to connect residents in a few neighborhoods. Read our stories about nDanville.
We want your feedback and suggestions for the show - please e-mail us or leave a comment below. Also, feel free to suggest other guests, topics, or questions you want us to address.
Listen to previous episodes here.
Thanks to mojo monkeys for the music, licensed using Creative Commons.