Are you using vouchers…?
I’ve written about many forms of payments in the past; however, one I haven’t touched on is vouchers from charities. Does your utility deal with social service agencies and church groups...
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What’s up with partial payments…?
Every now and then I hear someone from a utility say, “we don’t accept partial payments”. Just last week I was reviewing a prospect’s wish list for new software...
Do you offer third party notification…?
Two issues ago, I wrote about offering more convenient due dates for senior citizens. Another customer friendly service you might consider offering is third party notification. Third party notification allows someone other...
Are you Offering Paperless Billing…?
Are your customers asking if they can receive their bill electronically rather than receiving a paper bill in the mail? Paperless billing (or ebilling) allows a utility to present...
Do you have a cash handling policy?
In a recent posting on a listserv I subscribe to, someone inquired if any other jurisdictions have a policy that requires employees who handle cash to make up shortages...
Do you charge a meter reread fee?
I was recently involved in a training session with a group of customers, and one person complained about the number of rereads requested by their customers. She asked if...
Is your due date inconvenient for senior citizens?
A few issues back I wrote about a utility’s “corporate culture” and how I believe it is possible to have sound business policies and still be customer friendly. Let’s look...
A Novel Alternative to Security Deposits
One of the great things about my job is getting to meet people from utilities across the country and learning how they do things. One such experience happened last...
What is your utility’s “corporate culture”…?
Three issues ago, I wrote about presenting a more customer friendly utility bill. This led a reader to ask “You advocate no-nonsense, tough policies with customers and yet, you write...
Intelligent Mail Barcodes – Are You Ready…?
Do you print your bills in-house using CASS Certification and POSTNET barcodes? If so, has the Postal Service contacted you with a deadline for making the change to Intelligent...