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Cal Wilson / October 5, 2026

Don’t fall prey to fuel fraud.

If you’re managing a fleet of company vehicles, one of the risks your bottom line faces is employee fuel fraud. A recent survey found that as much as 5% of a transportation company’s total annual fuel spend might be wasted on fuel fraud.  

In this article, we take a look at fuel fraud, why it happens, and what your business can do to protect itself. 

What is fuel fraud? 

This type of fraud refers to dishonest practices by employees, such as drivers, who are responsible for refuelling company vehicles. Or, it refers to the targeting of said employees by criminals intending to use their corporate fuel card information. 

This happens in two main ways: 

  • Misuse of company fuel cards – in which employees utilize company-issued fuel cards for personal use. 
  • Falsified fuel expenses – in which employees submit false or inflated fuel expense reports to obtain reimbursement for fuel that was never purchased or was used for personal purposes. 

It can be advanced or rudimentary theft. On the simpler end, you have drivers filling up some personal jerry cans while refueling the company truck; these instances can be dealt with individually and may not have much of a long-term impact. On the more technologically sophisticated end, organized criminals may target your drivers and use card-skimming to replicate fuel card data, then use those cards to finance other purchases. 

What are the consequences of employee fuel fraud?  

This trend of fraudulent activity within your fleet can have significant consequences, impacting various aspects of your operations, finances, and reputation.  

The financial losses are the most obvious consequence. A potential 5% of your fuel budget every year is no small hit, especially considering fuel can account for as much as 60% of a fleet’s operational budget. This could lead to an increase in your operational expenses overall, meaning other opportunities for research and development are missed, potentially giving you a disadvantage compared to your competitors. 

Misuse of fuel resources can also lead to inefficiencies. When fuel is used for unauthorized purposes or in excess, it reduces the availability of resources for legitimate business activities, potentially leading to delays, disruptions, or increased downtime. This can all have an impact on your business and your customers’ perceptions of you.  

All in all, employee fuel fraud can have very serious ramifications for your business. 

So how do you prevent it? 

The best thing you can do is implement robust controls, monitoring systems, and preventive measures to detect and deter fuel fraud. This can include: 

  • Enforcing strict fuel usage policies. 
  • Conducting regular audits and inspections. 
  • Investing in fuel management technologies. 
  • Taking disciplinary actions against offenders. 
  • Training employees on ethical conduct and fraud prevention. 

The same survey that found that 5% of a transportation company’s total annual fuel spend goes towards fraud also found that “most fleets use disparate systems to track fuel spend and other operating metrics, including fuel consumption.”  Whether the source of fraud is employees or criminals, if your monitoring methods don’t catch it right away, you’ll lose more money.  

In conclusion… 

Fuel fraud is one of the biggest issues impacting organizations with fleets right now. As tactics become more advanced, ensuring you have the proper monitoring technology is necessary to protect your money, your operations, and your reputation.  

 

 

This article was originally published June 17th, 2024.

Michelle Soper / September 28, 2026

Five ways you can continue to learn

There are a variety of benefits to continuously learning. According to the University of Cincinnati, this includes allowing you to grow personally and professionally, strengthening your career readiness and competitiveness, supporting your well-being and sense of purpose, and helping you stay future-ready in a changing world.  

In this issue of the Pulse, we’ll discuss the different ways you can continue to learn and reap these benefits. 

Enroll in a program at a traditional learning institution  

One of the first things that likely comes to mind when thinking about learning new skills is going back to school. Colleges offer a variety of different programs, including online, part-time and full-time. This can be a great option for individuals who are looking to get specialized training, whether it’s through a graduate certificate or a master’s degree.  

Take courses through an online learning platform 

There are a variety of online learning platforms that offer courses on everything from accounting and human resources to data analytics and digital marketing. Many of these courses are even offered free of charge and allow you to work at your own pace, so they can be a great alternative to enrolling in a program at a traditional learning institution.  

Consume educational content  

Learning new skills doesn’t have to be done in a formal setting. There is a ton of valuable information out there that can be found by reading books, watching videos or listening to podcasts. If there’s a topic you’re interested in learning more about, look for a book, video or podcast by an expert in the field. Many experts are more than happy to share their experiences and what they’ve learned throughout their professional career.  

Join a group 

Depending on the skill you want to learn, there may be a group of individuals who are also hoping to learn that skill that you may be able to join. For example, if you’re looking to improve your public speaking skills, you might consider joining a group like Toastmasters International, a nonprofit educational organization that teaches public speaking skills through a worldwide network of clubs that meet online and in person.  

Be open to new opportunities at work  

Another way that you can learn new skills is by taking new opportunities that are given to you at work or seeking them out yourself. This could mean saying yes to working on bigger projects with senior leadership, sitting in on webinars, or mastering software, whether that’s software that is new to you or a platform where you could sharpen existing skills.  

In conclusion… 

There are a variety of ways that you can continue to learn, both in and outside of your workday. Explore your options to find the one that’s right for you and will help you accomplish what you’re looking to achieve. 

Stacey Shackleton / September 21, 2026

The Future of Connectivity: LEO Satellites vs. Fiber Optic Internet

It seems like it was not so long ago that fiber optic internet was introduced to the world. It changed our communications, and daily lives forever. Fiber internet is still considered the fastest and most reliable form of internet connection, however, that’s starting to change.  

Meet the LEO Satellites 

In the current landscape of internet technology, satellite internet technology is seeing a significant surge of popularity among consumers. But what is it that kickstarted this trend? Why stray from fiber optic? In short, global connectivity. The technology at the forefront of satellite internet innovation is known as Low-Earth Orbit (LEO) satellites. As the name suggests, these satellites orbit closer to the Earth’ s surface rather than traditional geostationary (GEO) satellites. The LEO satellites have effectively become the most serious internet technological competitor since fiber optic gained popularity. Leading companies including SpaceX Starlink, Amazon Project Kuiper, and OneWeb are deploying massive constellations of LEO satellites that work together to deliver seamless global coverage. These interconnected networks enable continuous satellite handoffs, ensuring uninterrupted connectivity for users on the ground, whether stationary or mobile. Compared to fiber optic, LEO satellites are currently the fastest way to provide the globe with access to internet without the massive amount of infrastructure required to install fiber optic cable.  

How Does Wi-Fi Work:  Satellite vs. Fiber Optic 

Wi-Fi is a wireless networking device that uses invisible radio waves to transmit frequencies to let devices like phones and computers connect to the internet and other devices without physical connecters like cables.  

A central difference between satellite internet and fiber optic is how the data travels.  

LEO satellite internet works by transmitting data between a ground-based user terminal, an orbiting satellite, and a ground station connected to the internet backbone. The user terminal sends a request to the satellite, which then forwards it to a ground station or, in some systems, to another satellite using a laser link that connects to the internet. The data is then sent back to the user by following the same process in reverse. One of the biggest advancements to satellite internet are inter-satellite laser links which are contributing to their current spike in popularity and innovation. The laser links connect between different satellites that route data through space without having to come back to Earth. Ultimately, allowing for satellite internet connection across massive, long distances.   

Unlike geostationary (GEO) satellite systems, which can cover large geographic areas with a single satellite, low-Earth orbit (LEO) satellites operate much closer to Earth and therefore have smaller coverage areas. As a result, providing global coverage requires hundreds or even thousands of satellites. Until recently, the high costs associated with launching and deploying such large satellite constellations made this approach economically impractical. 

Fiber optic Is an ultra-fast broadband connection using physical cables that pulses light through ultra-thin glass or plastic strands to transmit data. With fiber optic, Wi Fi generally works as two-way communication between a device and a router. Commonly grouped into 2.4 GHz, 5 GHz, and 6 GHz frequency ranges, generally, the higher the band frequency, the faster the internet speeds. With fiber optic, data can be transmitted faster over longer distances for longer periods of time. Fiber optic is the primary model of internet access for most of the world currently. However, it requires massive amounts of expensive infrastructure for it to be installed and routine servicing to keep it running well.  

Why is Satellite Internet Becoming Popular?  

The newfound popularity of satellite internet is largely the result of the significant decline in satellite launch costs, which has been driven in part by advances in technology that allow satellites and launch vehicles to be manufactured more quickly and affordably. Additionally, the emergence of established companies such as SpaceX and Amazon’s Project Kuiper, which have the financial resources to invest in the research, technology, and materials required to develop large low-Earth orbit (LEO) satellite constellations, has accelerated the growth of the satellite internet industry. For example, the influence of launch service provider SpaceX and its reusable rocket technology have contributed to a substantial reduction in the cost of launching payloads into space. 

Furthermore, as the demand for reliable broadband connectivity has increased, satellite internet has become a more practical and viable alternative to fiber optic internet, particularly in rural and remote areas where fiber optic infrastructure can be difficult or expensive to install. LEO satellite constellations can reduce some of the infrastructure requirements associated with traditional internet networks, while advances in launch technology have lowered the financial and logistical barriers to deploying satellites. As a result, satellite internet has become increasingly financially viable and accessible, allowing service providers to expand high-speed internet coverage to areas that may otherwise have limited access to reliable broadband. 

Direct to Device Satellite Technology  

Another important function of LEO satellites is their direct-to-device (D2D) connectivity. Although D2D is not exclusive to LEO satellites, it enables standard mobile devices to communicate directly with satellites without requiring additional hardware such as satellite dishes or specialized antennas. In other words, D2D allows devices to transmit and receive data directly through a satellite rather than relying on a nearby terrestrial cell tower. This is particularly important because it can extend connectivity to remote areas where traditional cellular infrastructure is unavailable or difficult to use. LEO satellites, are particularly well suited to D2D because their relatively low altitude reduces the distance between the satellite and the device, making direct communication more feasible. As a result, D2D can expand network coverage, improve connectivity in remote areas, and provide an alternative communication pathway when terrestrial infrastructure is unavailable or disrupted. 

What Businesses and Consumers are Using LEO’s? 

LEO satellites are starting to be used by consumers, organizations, and companies who need internet connection in remote areas or for mobile locations (e.g., a boat) where traditional fiber optic internet connection is unavailable or unreliable.  

The industries that are using LEO satellites include:  

  • Maritime and shipping: Cargo ships, cruise lines, private yachts, and offshore energy platforms use maritime LEO terminals for high-speed crew Wi-Fi and real-time operational telemetry. 
  • Commercial airlines and aviation: Airlines and private aircraft are using LEO broadband to provide passengers with high-speed internet and to support operational communications. 
  • Agriculture: LEO satellite imagery and connectivity can support precision agriculture, crop monitoring, livestock tracking, and remote IoT sensors. 
  • Energy, mining, and construction: These work sites are often located far from cellular infrastructure. LEO connectivity supports communications, autonomous equipment, remote monitoring, and worker safety. 

Cost Factors 

For enterprise and public-sector decisionmakers, cost, population density, and topography are among the most important factors when choosing between fiber optic or Low Earth Orbit (LEO) satellites. The cost difference between LEO satellite internet and fiber optic service varies significantly depending on location and the availability of existing infrastructure. 

In urban areas, such as a restaurant located in a densely populated community, fiber optic internet is typically the more practical and cost-effective option because the necessary infrastructure is often already in place. In this case, deployment doesn’t require more than a standard router installation and an ongoing monthly service fee. In contrast, extending fiber optic service to a remote or sparsely populated area can be considerably more complex and expensive, particularly when new underground or overhead cable infrastructure is needed. 

In remote environments, LEO satellite connectivity may be the more practical solution. Although it generally involves a higher upfront equipment cost, LEO satellite internet can provide fast and reliable connectivity without requiring the installation of extensive ground-based cable infrastructure.  

In terms of cost, fiber-optic service typically ranges from approximately $50 to $100 per month for standard residential multi-gigabit or symmetrical gigabit plans, providing strong value in terms of bandwidth where fiber infrastructure is already available. 

LEO satellite services, such as Starlink, typically require an upfront equipment purchase of approximately $299 to $759+, depending on the equipment and service plan, followed by monthly service fees of roughly $90 to $120+ for standard residential service. While LEO satellite internet can have a higher cost per Mbps than fiber, its ability to deliver high-speed connectivity without extensive terrestrial infrastructure makes it particularly valuable in rural, remote, and geographically challenging areas. 

Conclusion 

As internet connectivity continues to evolve, LEO satellite technology is emerging as a strong alternative to traditional fiber optic networks. While fiber remains the faster and more cost-effective option where infrastructure is available, LEO satellites offer a major advantage in remote, and mobile environments where installing physical cable is difficult or expensive. With advances in satellite technology, direct-to-device connectivity, and lower launch costs, LEO networks are expanding the possibilities for global internet access. Rather than completely replacing fiber, LEO satellites are likely to complement existing infrastructure and play an increasingly important role in creating a more connected world.  

Cal Wilson / September 14, 2026

Are customer service chatbots good for customer service?

As more and more applications are found for AI in business, some industry leaders are finding that customers may appreciate the human touch more when it comes to customer service. From experts like Gartner and Pew Research, in this issue of The Pulse, we take a look at the findings. 

Chatbot use is at an all-time high.  

According to Pew Research Center, around half of U.S. adults use chatbots to some extent in their regular life. Additionally, 38% of employed Americans reportedly use chatbots for tasks at work. For this reason, it’s no surprise that companies are investing significantly in AI tools.  

However, at the same time, consumer skepticism and data concerns are also a growing trend among the general public. Around two thirds of people feel AI is advancing too quickly, and thus may feel uneasy about seeing it in all aspects of life. Likewise, an overwhelming 71% of Americans believe AI will make their personal data less secure.  

When using AI tools in customer service situations, these concerns need to be front of mind. 

The user experience is critical for customer service chatbots 

If your business is adopting an AI chatbot for customer service, Gartner recently released some critical research that you may want to keep in mind. They have found that customers – both B2C and B2B buyers – are open to using customer service chatbots as part of their experience, however, 73% wouldn’t use one again following a negative experience. Meaning, your business likely has only one shot to leave a good impression in these scenarios.  

This doesn’t just apply to experiences with your business, either. Customer hesitation towards a chatbot can stem from previous experience with other businesses’ tools. For example, Gartner found that despite 49% of respondents claiming willingness to use a company’s customer service chatbot, in practice, only around 7% did during their most recent service interactions. 

According to the research, “if chatbots have previously misunderstood their issue, provided generic information or made it harder to reach a person, customers are more likely to choose another channel.” This includes, notably, switching to a third-party chatbot, rather than the company-provided option. 

This reflects a risk to your ROI in a customer service chatbot. One bad impression, even with a platform that isn’t connected to your business, could mean you’re spending money on a tool customers don’t want to use. Even if you improve the tool over time, they may be hesitant.  

Something to keep in mind 

One of the biggest frustrations customers appear to have with customer service chatbots is being kept away from a human agent. Gartner suggests that the successful tools are the ones that “prioritize reliability over reach” by consistently resolving “a targeted set of issues” and “serve as seamless connectors to human support.” 

In conclusion… 

If your business is looking to adopt a customer service chatbot, it’s important to proceed with caution and strategy. Despite general consumer AI adoption, these tools can be hit or miss with customers, according to Gartner research. 

Stacey Shackleton / September 7, 2026

Rising Employee Benefits Costs: How Employers Can Protect Their Budget Without Cutting Benefits

The New Reality of Employee Benefits 

Many employers are facing the rising cost of employee benefits. Across the United States, employers are grappling with the challenge of aligning employee expectations with mounting financial pressures. Employee benefits, long considered essential for attracting and retaining valued employees, are now being reassessed as costs escalate at a rate exceeding both wage growth and inflation. In the current landscape, the pace of cost escalation has accelerated notably in recent years. Health and employee benefits costs are increasing, driven by inflation, prescription drug claims, and high-cost specialty medications. Benefit plan costs are projected to rise by an average of 6.7% in the United States.   

For many employers, benefits have shifted from a predictable operating expense to one of their fastest-growing costs. What was once a well-managed and highly valued component of an organization’s total rewards strategy has become an increasingly difficult expense to sustain. As costs continue to outpace inflation and wage growth, employers are being forced to rethink how they deliver competitive benefits while maintaining long-term financial sustainability. 

Cutting Benefits Isn’t the Answer 

Eliminating employee benefits is not a viable option to reduce company costs. Benefits have become a core component of the employee relationship, influencing an organization’s reputation and ability to attract, retain, engage, and support employees. 

Additionally, benefits are a major reason employees stay with an employer. Reducing or eliminating coverage can increase employee turnover, which is costing employers more than ever. According to the Express Employment Professionals-Harris Poll survey, the average cost of employee turnover has climbed to $45,236, up nearly $10,000 from $36,723 a year earlier. Half of U.S. hiring managers also expect turnover at their companies to rise in 2026, up from 39% in 2024. 

Rethinking Benefits  

Due to the significant price increases, a change in structure is needed for employers to provide their employees with benefits while not digging their businesses into a financial hole. The current shift many leading companies are adopting to protect their budgets while still maintaining benefits programs is a risk management model that acts as a “front line of defense.”   

By improving employee health, preventing illness, and addressing issues before they become costly claims, organizations can tackle the underlying drivers of rising benefits costs. This shifts the conversation from “How do we pay for rising premiums?” to “How do we reduce the factors driving those premiums in the first place?”  

As the cost of employee benefits continues to increase, employers are also looking for ways to encourage employees to take a more active role in managing their benefits and the associated costs. The Federal Insurance Contributions Act (FICA) tax savings program provides an additional incentive for employees to take greater responsibility for their benefits by allowing certain employee benefits and wellness plans to be paid for on a pre-tax basis through payroll. By contributing to eligible benefits before taxes are applied, employees can reduce their taxable income while contributing to their benefits package. This can be particularly important as greater utilization of group benefits including prescription medications, frequent doctor visits, and various therapies can contribute to increased costs for employers.  

Two Models  

When rethinking benefits programs there are two ways of restructuring: a FICA Payroll Tax savings strategy that acts as a front line of defense or a defined contribution plan. 

1. FICA Payroll Tax Savings Opportunities  

In the United States, FICA payroll tax savings programs allow employees to apply a deductible that generates tax savings that will cover the cost of benefits through payroll. The Federal Insurance Contributions Act (FICA) tax includes a 6.2% Social Security tax and a 1.45% Medicare tax, shown as deductions on employees’ pay stubs. Because FICA taxes are based on taxable wages, benefits strategies that reduce taxable compensation can lower FICA costs for both employees and employers.  

For employees, these savings are used to fund a new benefit and wellness program with any leftover savings resulting in an increase in take-home pay.  

For employers, these payroll tax savings can offset the cost of implementing a group benefits program, often making it cost-neutral while generating measurable savings. Employers may realize FICA payroll tax savings of approximately $573.60 per participating employee each year, directly improving their bottom line. By providing a new set of benefits to employees that include unlimited coverage for most plan inclusions at a net-zero cost, usage will be diverted from the existing benefits plans.  

2. Defined Contribution Plan  

Another option is a defined contribution benefits plan, although it offers some advantages, it can be limiting to employees. A Defined Contribution (DC) benefits plan offers advantages for both employees and employers. By providing employees with a set contribution to use toward eligible health and wellness expenses, the plan encourages more thoughtful spending and greater personal responsibility in benefit decisions. 

For employees, a DC plan can help reduce out-of-pocket costs, such as deductibles and co-payments, while offering greater flexibility to choose the benefits that best meet their individual needs it does have its limits on how much employees can spend. 

For employers, a DC plan can help manage benefits costs more effectively by reducing pressure on the primary benefits plan and encouraging more efficient use of healthcare resources. While a DC offers predictable benefit expenditures and greater cost control, employees are limited to the amount they can spend annually and may need to be more frugal in their benefits usage. 

Supplemental Plans Reduce Claims at Renewal Time?  

Lower claims experience can have a positive impact when an employee benefits plan comes up for renewal. When overall claims costs are well managed, employers may benefit from:  

  • Greater flexibility in plan—employers may choose to adjust the scope of coverage or redirect benefits spending to better meet the needs of their workforce.  
  • Stronger negotiating position—a healthier claims history can provide more leverage when discussing renewal terms with pricing insurers.  
  • Reduced pressure for premium increases—while many factors influence renewal rates, lower claims costs can help minimize the likelihood or size of premium increases.  
  • Improved long-term cost management—predictable claims trends make it easier to budget for benefits and support the long-term sustainability of the benefits program. 

Conclusion 

Rising employee benefits costs do not mean employers have to choose between protecting their bottom line and providing meaningful benefits to their employees. Instead, organizations should look for ways to manage the underlying drivers of benefits costs increases while continuing to offer programs that support employees. 

A sustainable benefits strategy starts with shifting the focus from simply paying for higher claims and premiums to proactively managing the factors that contribute to those costs. Defined contribution plans, and FICA payroll tax savings opportunities can give employers greater control over their benefits spending while giving employees more flexibility and responsibility in how they use their benefits. 

The goal is not to cut benefits, but to make benefits more cost-effective. By taking a proactive, risk-management approach, employers can create a benefits program that is financially sustainable and beneficial to both employee and employer.  

For more information on how your organization may be able to reduce costs through FICA tax savings, contact Schooley Mitchell.  

 

Cal Wilson / August 31, 2026

The dangers of being agreeable

In the world of writing, the number one rule is “show, don’t tell.” Harvard researcher Amy Edmondson suggests the same holds true when leaders want to foster psychological safety in the workplace — simply saying “it’s okay to speak up” might not be enough to convince people and create a shared belief. She urges leaders to model candor themselves (i.e., to “show” that it’s safe to tell hard truths by disagreeing or admitting failures).

In this video lesson, Edmondson offers active strategies for leaders to build psychological safety and the learning environments that go hand-in-hand with it.

 

Cal Wilson / August 24, 2026

More ELD changes may have left your fleet noncompliant

Last year, we shared an article on the importance of keeping aware of changing laws and regulations regarding electronic logging devices (ELDs). In the article, we recommended keeping an eye on updates and changes that may impact the solutions you’re using so you don’t inadvertently become noncompliant with the U.S. Department of Transportation’s Federal Motor Carrier Safety Administration (FMCSA).  

That advice remains critical, as ongoing changes are as frequent as ever. Recently the FMCSA has declared several devices noncompliant. For fleets operating in the United States, whether or not they are headquartered there, this information is important. 

Which ELDs have been recently ruled noncompliant? 

The five devices which have become noncompliant were previously on the list of usable devices, so it’s important to check if the device your fleet uses is included. Those devices are: 

  • Moonlight ELD 
  • HGRS ELD 
  • Highest ELD 
  • TruckFord ELD 
  • Sparkle ELD 

If you are using one of these devices, your business has until October 5th, 2026 to replace it. If a driver is found using a revoked device on or after October 6th, they will be placed out of service, leading to potential downtime and financial losses for your company.  

According to Landline Media, “the five devices were added to the revoked list for “failure to meet the minimum requirements” outlined in Title 49 CFR Appendix A to Subpart B of Part 395, which establishes functional specifications for all ELDs. FMCSA did not disclose the exact reason for the revocation.  

If the issues are corrected, the devices can be reapproved at a later date.  

In conclusion… 

As we said last year, it’s crucial to be on top of current ELD regulations. Revoked devices can have a real consequence for your operations, and there may be less time than you’d like to make any changes. Working with an expert on current regulations can save a lot of headaches and buy you time when facing this sort of challenge. 

 

Jessica Pett / August 17, 2026

Turning Everyday Conversations into Business Opportunities

It is a common misconception that business connections are only made through polished elevator pitches or planned presentations to a room full of prospects. In reality, the best business connections can often be made through everyday interactions; the neighbor you walk by every morning, the regular at the coffee shop you frequent, or the supplier you see every other week at the office.

In this issue of the Pulse, we discuss how true connection begins with conversation.

Networking events and formal, scheduled business meetings, while effective, are not exclusive paths to forging prosperous business relationships. Many opportunities come from being an active and engaging listener and having an open and curious mindset.

I recently ran into an old friend. We got to catching up on each others lives and she mentioned some issues she’d been running into lately with the restaurant she owns. The onset of rising ingredient costs had made it impossible for her to keep costs under control without making difficult decisions around menu prices and portion sizes. It wasn’t a sales conversation, and I certainly wasn’t looking for one. It was simply two friends talking. Yet by the end of our conversation, I realized it was a perfect example of how everyday discussions can uncover opportunities.

Reflect on your day-to-day; what interactions do you often have? Next time one arises, approach it with these tips at the forefront of your mind:

  • Be genuinely curious
    • ‘What changes have surprised you most over the last few years?’
  • Listen for challenges rather than waiting for an opportunity to sell
    • ‘What area of the business is causing the most headaches right now?’
  • Ask follow-up questions
    • ‘What have you tried so far to address the problem?’
  • Focus first on how you may be able to help
    • ‘Is there anything you’ve been wanting to look into but haven’t had the time?’
  • Stay engaged
    • “Has anything improved since you first started dealing with those challenges?’

When my friend explained the impact rising ingredient costs were having on her restaurant, I could have immediately started offering suggestions. Instead, asking a few simple questions: “What has been the biggest challenge?” and “Are there any other expenses putting pressure on the business?” would lead to a better understanding of her situation and would lead to a much more meaningful conversation.

These tips still apply in the traditional sense too; be curious, attentive and helpful when speaking to a potential prospect, during a scheduled pitch meeting or when discussing referral opportunities.

But remember that, often, the most valuable business conversations don’t feel like business conversation at all. Your next casual run-in may just lead to discovering opportunity where you least expected it!

Cal Wilson / August 10, 2026

Common telecom billing errors, and how to avoid them.

Telecom bills have been notorious for billing errors, ever since a 2005 Gartner study revealed up to 80% of invoices contained some kind of mistake.  

Since then, better technology and automation have improved the situation, but telecom billing errors should still be taken seriously. Even today, that number is as high as 15%.  

In this article, we look at the most common telecom billing errors, and how your business can take measures to prevent losing money to them.  

How are you billed for telecom services? 

Your business’ telecom invoice is likely made up of two main components; equipment rental and usage fees. If you own all your equipment outright, then you will only need to worry about billing errors in the usage portion.  

Billing errors from the vendor.  

Many billing errors are mistakes on the vendor’s end. It’s important to scrutinize – or have a professional audit – your telecom bills for these errors. They can include: 

  • Billed for disconnected services – sometimes, after cancelling a service such as an extra phone line or data add-on, a customer may still find themselves incurring charges for the extra service they did not receive.  
  • Billed for another customer’s services – these kinds of mistakes happen and can be quite costly if not flagged. 
  • Non-recurring errors – there can be many one-time mistakes, such as incorrect service or overage charges, that are easily resolved as long as they are noticed.  
  • Tax errors – if your business operates in multiple nations, states, or regions, multiple tax laws and processes may leave you susceptible to errors you don’t understand or know to look out for.  
  • Unfulfilled credits – if you’re promised a credit or discount from an agent, it is prudent to ensure this promise has been fulfilled. 

You’re paying for the wrong plan.  

Sometimes it’s less that there is a mistake on your bill, and more that you’re continuing to pay for the wrong service for your business. This can look like: 

  • Paying for excess usage – when your plan doesn’t cover the full scope of your needs, you will end up paying costly overage fees.  
  • Paying for a plan that’s more than you need – likewise, if you are only using a fraction of your plan’s allowances each pay period, you are likely paying for a plan that is more expensive than it needs to be.  
  • One size fits all plans or bundles – some vendors only offer bundles that aren’t customizable to each customer, meaning you’re likely not paying for optimized solutions.  
  • Outdated plans – in the ever-changing, competitive world of telecom, plans and market rates change quickly, meaning the length of your contract may mean you’re paying for an out-of-date plan, and therefore, not getting fair market prices.  

What can you do to avoid overpaying? 

The best strategy to avoid overpaying for billing errors is vigilance and attention to detail.  

First, it’s important to know what you’ve agreed to pay for, so you know if you’re invoiced for a service incorrectly. This means taking the time to review your bills every payment period and asking questions about any charge you don’t recognize.  

Likewise, when it comes time to reevaluate your contract, consider shopping around. Making a change to your services can be daunting, but your business’ needs are unique, and the provider that can best accommodate that individuality will likely optimize your cost.  

If this all sounds overwhelming and time consuming, that’s because it can be. We highly recommend working alongside professionals, who have the expertise in reviewing bills and identifying errors.  

In conclusion… 

While the rate of telecom billing errors has decreased in the past twenty years, they are still prevalent enough to be concerning. However, attention to detail and proactivity can save your business significantly in the face of incorrect invoices.  

 

This article was originally posted in September, 2022. 

Cal Wilson / August 4, 2026

Why I Love My Bad Days

One month before the Rio Olympics, runner Alexi Pappas couldn’t hit her splits in practice. She was begging her watch to change its mind. Then her coach told her to take it off — and shared the best advice she’s ever received. That single piece of wisdom led her to break a national record and changed how she chases her goals, carrying her through ultramarathons, a memoir and three films. Bad days aren’t a detour, she says — they mean you’re right on track.