Stage
1: A Failure of Tactics
Sam Carpenter became a
small business owner in 1984. Using $5,000 as a down payment, he purchased a
struggling business in Bend, Oregon and renamed it Centratel.
Centratel provided 24/7
telephone answering service for doctors, veterinarians, and other businesses
that needed the phones to be answered at all hours, but couldn't afford to pay
a staff member to sit at the desk constantly. When he bought the business,
Carpenter hoped that Centratel "would someday be the highest-quality
telephone answering service in the United States." [2]
Things did not go as
expected. In a 2012 interview, Carpenter described his first decade and a half
of entrepreneurship by saying,