Keep tabs on the customers that generate most of your revenues. Find special ways to offer them higher quality support. Get involved in their business planning by working with them on communications solutions to their business problems. Above all, don't get caught in a situation where you are asked for a communications service that your cannot offer. Make sure all your customers know who you are and that they are aware of the good job you do for them.
Perception is very important in the competitive world.
If you're like most independents, you use the latest digital switching with fiber backbones, and your prices are often lower than those in neighboring BOC areas. Your customers might have no idea that they enjoy the highest quality of telecom service. Educate your customers about your diverse and high-quality services, and keep them informed about regulatory developments. You don't want them to fall for misleading marketing campaigns from competitors and other industry players. Find ways to achieve economies of scale.