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Doug, Head Honcho
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Dave, Network Guru
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Tim, The Wiz
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April, DNS Diva
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Andy, The "other" Babe Ruth
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Whenever Doug Westervelt, our president, hears a customer refer to the phone company as "the Borg" he pauses the conversation. He points out that the phone company owns and maintains the very wires that every DSL Internet provider uses to offer DSL service. Without the wires that the phone company provides, none of us would be in business. Their large size helps them do things that we can't do. But, conversely, our smaller size allows us to do stuff that they can't do.
And that would be a typical thing for Doug to say. Because Doug doesn't believe that a successful businessman, especially one that offers a high quality product at competitive prices, has to behave like a gunslinger towards his competitors.
Over the years, we have seen a lot of businesses fail . . . and many succeed. And we have come to understand that the difference between failing and succeeding are the simple qualities of a good idea, backed by high-quality service and a genuine concern for one's customers. This is why we offer such highly personalized service.
When a DSL Northwest customer calls, they know that Doug, Dave (our network guru), or one of the dozen other people in the office will answer the phone. DSL Northwest doesn't have a digital phone system that directs a customer's call into some robotic menu from hell. Sure, that might be cheaper. But it isn't good service.
When a customer needs help, it's rare that it can't be worked out over the phone. But if that turns out to not be possible -- for whatever reason -- the response will often be, "I'll come by your house and help." Because that is good service.
As Doug is fond of saying, "I'd buy a beer for any of my customers." Which is his way of saying that a business relationship needs to be based on a personal relationship. Doug points out that if our customers are also our friends they'll know that they can trust us, and that we'll be good to them. And in turn our customers will be good to us.
And when asked about the small size of his company? Doug points out that almost all ISP's offer DSL service, just like almost all bakeries offer pastries. But who, he asks, would you go to for the best pastries? Would you go to the Wonder Bread factory or to The Pearl Bakery? It's the same way in the Internet business; the quality of the product and the quality of the personal service are what matter most. That's what makes a good business.
Yes, Doug is a pretty simple guy. A wife. Two dogs. A pretty darned good hand at the viola. And a company that provides the highest quality and the most personalized DSL Internet service in the entire Northwest.
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