Mark Twain once said that the difference between the almost right word and the right word was like the difference between the lightning bug and lightning. Recently, I grasped this insight when reflecting on the singular aspect that makes Carolina Digital Phone unique. There were so many possibilities, that frankly, it was almost overwhelming. But after a while, a unifying theme began to emerge that truly captured the core of who we are, what we do, what we stand for, and where we are headed: dedication.
Specifically, the essence of our company is rooted in our unwavering dedication in five areas: to our customers, to our values, to our team, to our community, and to our industry. Each of these expressions is highlighted below.
For more than two decades, we have been relentlessly dedicated to our customers. What does this mean in practical terms? It means that we do not simply strive to provide customer service. We go much further and enable customer success. We focus on ways to ensure that each customer takes the shortest path to value, optimizes all features and functions, and achieves maximum ROI. We also consistently demonstrate our readiness to provide responsive and personalized support every step of the way: before, during, and after the transaction.
And there is one more critically important thing to add: our dedication to our customers is not circumstantial. Unlike many other companies in the VoIP industry, we do not treat our biggest and most profitable customers better than those with smaller deployments. Nor do we treat newer customers better than existing ones. We treat all our customers with the respect, professionalism, care and attention that they deserve, demand, and are entitled to.
We have always been — and always will be — a values-driven company. This means fundamental principles including honesty, integrity, respect, and professional ethics are built into everything we do: from the smallest task to the largest goal. We do not compromise our values or take expedient shortcuts. We do what we say, and we say what we do.
This also means that we never over-promise and under-deliver — because that is not fair to our customers, who depend on us for reliable advice and answers. Of course, we always go the extra mile (actually, make that several miles!) to help our customers, and over the years we have been known to make the impossible, possible. But if there is something that we cannot do or something that we truly do not feel is in a customer’s best long-term interests, then we will discuss this in an open and transparent way. We are never about “making the sale.” We are about building relationships that last.
You cannot provide the best solutions, service and support without having the best team — and I believe that we have some of the industry’s most knowledgeable, experienced, and customer-focused team members. We are truly dedicated to each other, and this elite level of teamwork is something that our customers notice and appreciate. It also explains why we have an incredibly low turnover rate. Working at Carolina Digital Phone is just not a vocation — it is a passion!
And of course, our team is constantly learning the latest technologies, innovations, and best practices. Things are constantly evolving in the VoIP telecommunications field, and the velocity of change has greatly accelerated due to COVID-19. We stay on top of these developments, and ensure that our customers reap the rewards and benefits.
We are deeply dedicated to our community. For example, we participate in various community-building initiatives, donate to local non-profit organizations, create high-quality permanent local jobs, help our customers expand and grow across the area, and contribute to projects and programs spearheaded by local organizations such as the Chamber of Commerce. We have had many opportunities over the years to shift our headquarters to other parts of the country, but have never been tempted to do so. We believe in the strength and the spirit of the Carolinas and its great people.
At the same time, we are not shy — on the contrary, we are fiercely proud — of our love and loyalty to our country. This is not about politics. It is about patriotism. We have the privilege of living, working, and raising our families in the best country in the world. We honor this by pledging allegiance to our great nation, and never forget the sacrifice and service of the members of our Armed Forces who are stationed at home and abroad. We are forever in their debt, and they are always in our thoughts, hearts, and prayers.
We are also dedicated to our industry, and playing a leadership role in establishing and maintaining high standards of professionalism, excellence, and ethics. For example, we were an early adopter and champion of the FCC’s decision to enforce STIR/SHAKEN as an effective means to combat robocalling. We have also been consulted many times over the years by government agencies and education organizations (at all levels) for our advice — including fixing issues and solving problems that were created and left behind by other VoIP companies.
We are the experts that the experts trust and recommend. Earning this status does not happen overnight. It takes decades of experience, a proven track record, and a commitment to making things better. We check off all three of these boxes and will continue to do everything we can to keep raising the bar.
Dedication — to our customers, to our values, to our team, to our community, and to our industry — is the cornerstone of our company, and the foundation of our culture, and the essence of who we are. This has not changed since we first opened our doors more than 20 years ago, and be assured that it never will!