COVID-19 – How Do You Keep Your Customers Paying?
Following the discussion from the last issue about creating payment plans for customers impacted by COVID-19, today we’ll focus on ways to try to keep customers paying. But, before...
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COVID-19 – repayment plan options
Following up from two posts about how utilities are dealing with the COVID-19 virus and the last issue about the financial impact of the pandemic, this issue takes a...
COVID-19 – What Will the Financial Impact Be?
Following up on the last post about how utilities are dealing with the COVID-19 virus, this issue will examine the financial impact of the pandemic. As you might imagine, it...
COVID-19 – how are you responding?
The thing on most everyone’s mind these days is the COVID-19 virus. My hope is that each person reading this is safe and taking all the proper precautions to...
Invitation to Participate in the 2022 Utility Staffing Survey
Have you ever wondered if your office is understaffed…? Do you need to justify a new position to management…? Here’s your chance to find out! You’re invited to participate...
2021 Expectations & Experiences: Consumer Payments
Past blog posts have relied on research from the Fiserv Billing Household Survey, now called Expectations & Experiences: Consumer Payments, which describes consumer bill pay trends. You can read those previous...
Time is Money
Earlier this month, I presented How to Increase Revenues Without Raising Rates at the National Rural Water Association’s WaterPro Conference. This presentation focuses on fees utilities may not be...
Suspending Convenience Fees, Revisited
Eleven months ago, I wrote about the effect of suspending convenience fees due to COVID-19. That blog post focused on a utility that saw a dramatic increase in the...
2021 Utility Fee Survey Results – Part II
Over the course of the past two months, I’ve been conducting the 2021 Utility Fee Survey. This is the fifth Utility Fee Survey dating to 2012 and subsequent fee...
Will Your Office be Reopening to the Public?
As utilities have dealt with COVID-19 and being closed to the public, many have appreciated not dealing with interruptions from walk-in customers. Some are even planning to stay closed...