FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
September 12, 2005 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – 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.
No. 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, Saxby notes. “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.”
No. 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,
Saxby notes. “You must measure and monitor your customer service to know if
you’re doing a good job. 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.”
No. 3. Share Goals With Employees. Do your
employees know your customer service and sales goals for the next month and the
next year? Saxby asks. “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?”
No. 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,
Saxby notes. “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.”
No. 5. Benchmark the Company. Measure those key
components that are vital to longevity and growth, Saxby recommends. “Compare
yourself to others in your industry. 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?”
No. 6. Keep Your Talent. Are you continuing to
provide your employees with the advanced skills they need to keep your customers
satisfied? Saxby asks. “Most people want the opportunity to learn new skills.
They want to grow and learn in their job environment. Offer them the tools to
become better at what they do.”
No. 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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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
