Help yourself

Perhaps the most heartening realization is that CLECs aren't just competing with the incumbents. They are competing with each other.

The collective mind-set of CLECs appears to have shifted from an antagonistic attitude of "it's us against them" to one of gaining a competitive edge. And the industry is better for it.

Take the CompTel show held in Long Beach, Calif., last month. Despite a three-day unabated downpour, CLECs maintained a fairly sunny outlook. Last year's theme was CLEC vs. ILEC, but this year, CLECs focused on themselves. No longer were competitive service providers the lightweights stepping into the telecom ring to duke it out with the heavyweight incumbent carriers.

This year competitive carriers at the show were exactly that: competitive. Conference sessions maintained standing-room-only crowds. Attendees asked pointed questions, thirsted for strategic details and called the bluff of presenters who glossed over potential detractions of a strategy or technology.

One panel featured a senior vice president of regulatory services from Bell Atlantic and an executive from Z-Tel, a competitive carrier in the Northeast. The two effusively praised their ability to work together to offer choice in their region. But didn't Bell Atlantic have problems delivering the CLEC service in a timely manner? someone asked. Bell Atlantic's lawyer blamed it on a software problem, implying that the unprocessed orders were not the RBOC's fault. When pressed later by a seminar attendee, the lawyer was forced to concede that Bell Atlantic bore at least partial blame. That incident was representative of the no-nonsense attitude of CLECs this year.

While the show lacked some of last year's energy, it had a more positive spin. Service provider executives talked with each other to sort out problems and issues. They discussed strategies and partnerships. One area of the convention center had been roped off for deal-making and was jammed with CLEC execs.

The unofficial theme of this year's show was Help Yourself. Help yourself improve your business, your services, your competitiveness. And help yourself to customers - they're out there, and they want a choice.

A primary concern was how to keep customers - not just attract them. CLECs tracked down opportunities for new service enhancements and technologies, such as DSL, broadband wireless and e-commerce. The overriding theory was differentiation - specifically, offering what others cannot. The most obvious suggestions were nailed down with specifics from CLECs in the trenches. Here are some of the highlights:

Boost your data offerings. The Internet has come a long way since its inception, but it's not even close to its (relatively) final form. Explore voice over IP, DSL, VPNs and other enhanced data services.

Be the best in customer service. CLECs have fewer customers, so inherently, they are worth more to the company's bottom line. Spend time with them. Follow up on service deployment. Listen to their suggestions.

Spend time with customers judiciously. Not all customers are created equal. CLECs should rate their customers in terms of money spent - via usage or value-added services. Don't treat two-line residential customers the same as a 20-line business customer subscribing to voice, data and enhanced services.

Although I don't push trendy societal outlets in business, I believe the self-help approach that pervaded the CompTel show is key in moving the competitive provider industry forward. Perhaps the most heartening realization from the show is that CLECs aren't just competing with the incumbents. They are competing with each other, in a cooperative manner.

Telecom is not a zero-sum game. The incumbents don't have to lose for CLECs to win. There is plenty of business for everyone.