Do you have a formal customer service policy?
Does your utility have a formal customer service policy? If you do, how recently have you reviewed it? Not just read through it, but reviewed it with an eye...
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5 ways to make your utility bill clear
As a member of the American Water Works Association group on LinkedIn, a thread asking what can be improved or help people better understand their utility bills caught my attention....
2012 Utility Fee Survey Results – Part III
This is the last of three consecutive posts reporting the results of the Utility Fee Survey. Eighty-eight utilities, from 15 states, ranging in size from 200 to 168,500 active...
2012 Utility Fee Survey Results – Part II
This is the second of three consecutive posts reporting the results of the Utility Fee Survey. 88 utilities, from 15 states, ranging in size from 200 to 168,500 active...
2012 Utility Fee Survey Results – Part I
For the past few months, I’ve been conducting a Utility Fee Survey to research what fees utilities charge and how much they charge for each fee. The results include too much...
Is this a metric you should be tracking…?
If you’ve been reading our blogs for any length of time, you’re probably aware that I’m an outspoken proponent of utilities accepting credit cards. In fact, During a presentation...
Is your office listed in Google Places…?
Do you have a listing in Google Places? If you don’t or if you don’t know what Google Places is, keep reading… Customers look for you online I haven’t...
Is it Time to Consider an Automated Meter Reading System…?
Is your utility considering a move to automated meter reading (AMR) or advanced meter infrastructure (AMI)? Are you considering upgrading from an AMR system to an AMI system? Are...
Should your utility have a Facebook page…?
You’ve probably read about social networking and may even be asking yourself “is this relevant to my utility?” I’m convinced it is and will attempt to explain why… You’ve...
Does everyone on your cut-off list have a current deposit?
Nearly two years ago, I wrote about adequate security deposits. The last section of that article included some best practices for deposits. Today, let’s take a more in-depth look at...