Tips for
strengthening your electric utility business
October 10, 2005
Phoenix, AZ, October 10, 2005
-- There are a lot of challenges to running a successful electric utility.
That's why it's more important than ever that utilities have a clear road
map of where they're headed and how they intend to get there.
"Without that road map, the
fast track to success can turn into a slow, bumpy ride," says David Saxby,
president of Phoenix-based Measure-X, a company that specializes in helping
utilities improve their customer service and sales.
Saxby offers the following seven thoughts to keep in mind when drawing the
road map to success.
(1) Develop a system to
measure customer satisfaction and loyalty. Some utilities operate in
deregulated markets and many offer non-traditional services that compete
with telephone companies and cable companies. "Now every customer counts.
Ask your customers to rate their level of satisfaction with how they were
treated when they called your utility, including hold time, response time
and how they were generally handled as a customer. Ask your customers what
they like and dislike about doing business with you. Most companies don't do
that," says Saxby.
(2) Remember that
employees are extremely important. It will be up to your employees
to exceed customers' expectations and enhance customer loyalty through more
personalized service. "You must measure and monitor your customer service to
know if you're doing a good job," notes Saxby. "Share that information with
your employees. Set up a recognition program to reward them for a job well
done. If the results aren't meeting your own expectations, give your
employees additional training and coaching."
(3) Share goals with
employees. "If the people on your team do not have a clear picture
of the company's objectives, goals and anticipated outcomes, how can you
expect to have everyone united in a common goal?" asks Saxby.
(4) Invite employees to
help create your utility's direction and vision. People want to feel
they are part of something and that their contribution has a positive impact
on the future of the company. "Give them the opportunity to create a mission
statement they will support. Ask them to develop their own personal mission
statement to support the overall company mission. We all feel more committed
when we take ownership in creating our future," says Saxby.
(5) Benchmark the
company. Measure those key components that are vital to longevity
and growth. "Compare yourself to others in your industry," Saxby recommends.
"How do your standards measure up against your competition? What improvement
can you make to customer service complaints, abandonment rate, hold time and
call transfers?"
(6) Keep your talent.
"Most people want the opportunity to learn new skills. They want to grow
and learn in their job environment," Saxby points out. "Offer them the tools
to become better at what they do."
(7) Hire the right
people. "Nothing could be more important than hiring the right
people for the right job," Saxby says. "The business of providing utility
services simply won't get done if employees end up being square pegs in
round holes, so to speak. Carefully match job applicants with the correct
job openings."
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David Saxby is president of Measure-X, a Phoenix,
Ariz.-based measurement, training and recognition company that specializes in
customer service and sales skill training for utility companies. He can be
reached at 888-644-5499 or via e-mail at
david@measure-x.com. Visit the Measure-X Web site at
www.measure-x.com.
