Ellis Communications, Inc.

NEWS STORY

Do Utilities Stand Up to Their Customers’ Scrutiny?
5 Keys to Improving Customer Relationships

FOR IMMEDIATE RELEASE              CONTACT: Tom Ellis
Dec. 11, 2003                                Ellis Communications, Inc.
                                                      Phone: (417) 881-5635

      PHOENIX, Ariz. - Everyone spends time each day assessing situations and people. Guess what? Customers are continually assessing their utilities. Does your company measure up?
      “If you convey enthusiasm and professionalism and clearly support your products and services through your actions, the support and respect your customers have for you will grow,” says David Saxby, president of Phoenix-based Measure-X, a company that specializes in helping utilities improve their customer service and sales. “This support and respect translates into the choices and decisions they make every day.”
      Saxby offers utilities the following five simple keys to improving relationships with their customers.
      Think of Customers As Family. Use the customer’s name at least three times in every conversation, but keep it natural sounding. “When possible, remember personal details such as birthdays, children’s names and accomplishments,” Saxby says.
      Be Friendly. Smile every time you’re on the telephone. “Yes, every time,” Saxby suggests. “Demonstrate sincere enthusiasm when helping your customers. They will know when you are sincere.”
      Be Flexible. Think of yourself as your customer’s partner. “Look for ways to bend the rules and remove service obstacles,” Saxby recommends.
      Follow Up. A follow-up phone call or hand-written note is a powerful loyalty-building tool. “Thank your customers or co-workers sincerely and often,” Saxby says.
      Be Fast. Time is a customers’ most precious commodity. “Respect your customer’s time and schedule,” Saxby notes.
      “These five keys can have a direct impact on your customer retention and customer satisfaction,” Saxby says. “And we have all experienced the rippling effects of customer satisfaction or, even more so, customer dissatisfaction.”

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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.

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