Hancock Telephone Company, located at the junction of the East Branch and the West Branch of the Delaware River in the Catskill Mountains, serves an area of 102 square miles in parts of Delaware County in New York and Wayne County in Pennsylvania.

Incorporated in 1901, it is a family-owned and operated company. Robert (Bob) Wrighter, Sr. succeeded his mother Grace as President in 1984.

Then

The first switch utilized was the magneto—the old telephone crank dialing. This switch served approximately 26 customers, providing 10-party line service. In 1906 their customer base had increased to 86 with some customers paying as high as $12.00 per year and others receiving service for free, depending on circumstances.

As true pioneers in the industry, one of Hancock’s most noteworthy accomplishments was the installation in 1971 of an electro-mechanical computerized switch—the Automatic Electric C1-EAX. They became the first independently owned telephone company in the country to have a totally electronic office, just one example of their strategy to provide the latest technology benefits to their customers.

Now

One of their biggest challenges came in June 2006 when severe flooding closed all roads, isolating Hancock from everything. “If we ever wanted to test the capabilities and loyalty of our employees, this flood did that. Everyone rose to the occasion, putting personal flooding issues on hold to support the community in its relief efforts and get our phone and other services back on line. It challenged everything this company is about,” said Wrighter.

“We are committed to our community and the people in it. We know that’s what our business is all about, meeting customer needs and providing excellent service.” In recognition of their customers, Hancock Telephone hosts an annual Fall Customer Appreciation Day. During this past October celebration, they served more than 200 hot dogs and sodas, held raffles, and offered face-painting for all the youngsters and the young at heart.

Not just providing service to the community, but being an important part of the community is what small telephone companies do best. Currently, two generations of family are actively involved in daily operations in this fifth-generation telephone company business. Along with their 13 full-time employees, they have worked hard to expand from plain old telephone service to Internet services, as well as cable television and long distance. Their telephone and Internet customer base has grown to over 1,700 customers, including about 520 DSL customers. Their current challenge is a balancing act between meeting customer demand and maintaining their revenue stream as they face competition and an array of rapidly changing technologies. The company continues to upgrade services and facilities, most recently deploying fiber optic cable, to continue providing the quality services they have been known for during their 107 year history.

Looking to the future, they anticipate fiber-to-the home as one way to satisfy customer demands for bandwidth. “Making the right decision about what’s next is difficult. With access revenues eroding and Universal Service in question, small telcos can’t afford to make technological mistakes. Neither can you sit around and wait for someone else to eat your lunch. Our strategy is to keep informed; remain flexible with a willingness to change; and always keep customers and their needs foremost in our planning. This is the only attitude we can take if we expect to see future generations working here.” This is why Wrighter has been dedicated to his family business for more than forty-four years.

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