Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 12:13:07 GMT -5
When you don't really have a choice on who to use. What things make you feel appreciated or feel like you are getting a good value even though there's really no competition?
|
|
Angel!
Senior Associate
Politics Admin
Joined: Dec 20, 2010 11:44:08 GMT -5
Posts: 10,722
|
Post by Angel! on Nov 21, 2013 12:15:07 GMT -5
Good customer service.
It seems usually when you don't have a choice in companies, then customer service is seen as optional. You can't get a hold of anyone, spend hours waiting in the phone queue, don't get the answer you need when someone does answer.
|
|
tskeeter
Junior Associate
Joined: Mar 20, 2011 19:37:45 GMT -5
Posts: 6,831
|
Post by tskeeter on Nov 21, 2013 12:18:45 GMT -5
Shows up on time.
Has the parts and tools to do the job.
Does the job expediently.
Does the job correctly the first time. (seems this is, at best, a 50/50 proposition these days)
Says thank you for your business.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 12:19:23 GMT -5
A nice bottle of wine.
|
|
greeniis10
Well-Known Member
Joined: May 9, 2012 12:27:09 GMT -5
Posts: 1,834
|
Post by greeniis10 on Nov 21, 2013 12:25:28 GMT -5
That even though the company and its employees know you have to use them and they don't have any competition, they don't ACT that way, or even worse, verbalize it. They should still treat their customers like they could leave if they are unhappy.
Other than that, accuracy, efficiency, and easy to deal with.
|
|
Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 13:02:05 GMT -5
Would you like to get a thank you note for being a long-term or good paying customer? Not something trying to sell you a product or service, but simply "Thank you" sent out separately from the bill or other communications.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:04:43 GMT -5
Would you like to get a thank you note for being a long-term or good paying customer? Not something trying to sell you a product or service, but simply "Thank you" sent out separately from the bill or other communications. We just got a "thank you" letter from one of our vendors thanking us for always paying on time, saying that they sometimes spend so much time chasing nopaying customers that they don't spend enough time thanking their good customers. My boss any I joked that the only thing the letter did was make us think we are paying them too quickly.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:07:31 GMT -5
"Would you like to get a thank you note for being a long-term or good paying customer? Not something trying to sell you a product or service, but simply "Thank you" sent out separately from the bill or other communications."
Not for me. It would just go straight into the trash and I wouldn't even feel any different about the company.
Good customer service when I call (if I have to) and a VERY good website where I can do near everything (and easily) are what I would want.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:09:43 GMT -5
Yeah, I wouldn't think Thank You would be necessarily beneficial. I'd prefer focus on answering questions and solving problems when they arise.
|
|
Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 13:15:46 GMT -5
Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. Between that point most call: 1) if there's an outage, 2) to make payment arrangements when delinquent, and 3) for products and services.
Just trying to come up with ways that I can improve the perception of service for the customers I have. But most of them are delinquent (60%) and have been denied arrangements due to returned checks, broken arrangements, or stealing/tampering once turned off. We've been given the task of improving our customers' perception of our service over the next year, but I am having a hard time coming up with something to meet that certain customer segment. There's really only so much I can do when the last time someone paid was 6 months ago.
|
|
Angel!
Senior Associate
Politics Admin
Joined: Dec 20, 2010 11:44:08 GMT -5
Posts: 10,722
|
Post by Angel! on Nov 21, 2013 13:16:42 GMT -5
Would you like to get a thank you note for being a long-term or good paying customer? Not something trying to sell you a product or service, but simply "Thank you" sent out separately from the bill or other communications. I'm not sure if that would really help how I view the company. It wouldn't hurt, but I might just think it was odd. It probably depends on if it seemed to be a little directed at me or just a form letter that probably got sent to absolutely every customer. "We want to thank you for being a great customer for the last 13 years" vs "Thanks for being a customer". In the first one, maybe everyone still got the same letter & I'm sure it was automatically printed out with the correct information, but still a little more thoughtful & impressive than the generic second letter. Now if you included some sort of coupons or benefit with the letter, that would be impressive. "To thank you for being such a great customer for the last 10 years we would like to offer you $25 off your next bill". That would be a great letter to get & improve how I see the company.
|
|
Angel!
Senior Associate
Politics Admin
Joined: Dec 20, 2010 11:44:08 GMT -5
Posts: 10,722
|
Post by Angel! on Nov 21, 2013 13:17:46 GMT -5
Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. Between that point most call: 1) if there's an outage, 2) to make payment arrangements when delinquent, and 3) for products and services. Just trying to come up with ways that I can improve the perception of service for the customers I have. But most of them are delinquent (60%) and have been denied arrangements due to returned checks, broken arrangements, or stealing/tampering once turned off. We've been given the task of improving our customers' perception of our service over the next year, but I am having a hard time coming up with something to meet that certain customer segment. There's really only so much I can do when the last time someone paid was 6 months ago. Yeah, I don't know how to improve their perception when the problem is they aren't paying, but expect service anyway.
|
|
swamp
Community Leader
THEY’RE EATING THE DOGS!!!!!!!
Joined: Dec 19, 2010 16:03:22 GMT -5
Posts: 45,617
|
Post by swamp on Nov 21, 2013 13:18:01 GMT -5
Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. Between that point most call: 1) if there's an outage, 2) to make payment arrangements when delinquent, and 3) for products and services. Just trying to come up with ways that I can improve the perception of service for the customers I have. But most of them are delinquent (60%) and have been denied arrangements due to returned checks, broken arrangements, or stealing/tampering once turned off. We've been given the task of improving our customers' perception of our service over the next year, but I am having a hard time coming up with something to meet that certain customer segment. There's really only so much I can do when the last time someone paid was 6 months ago. You can't. You're the meanie who is turning off their electric. Don't you know they have kids/they're a special snowflake/it's cold out/it's easter/they had a car accident and you can't do that. There are some people you will never make happy. This group is one of them.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:18:08 GMT -5
Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. Between that point most call: 1) if there's an outage, 2) to make payment arrangements when delinquent, and 3) for products and services. Just trying to come up with ways that I can improve the perception of service for the customers I have. But most of them are delinquent (60%) and have been denied arrangements due to returned checks, broken arrangements, or stealing/tampering once turned off. We've been given the task of improving our customers' perception of our service over the next year, but I am having a hard time coming up with something to meet that certain customer segment. There's really only so much I can do when the last time someone paid was 6 months ago. Create an APP.
|
|
whoisjohngalt
Junior Associate
Joined: Dec 18, 2010 14:12:07 GMT -5
Posts: 9,140
|
Post by whoisjohngalt on Nov 21, 2013 13:19:43 GMT -5
Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. Between that point most call: 1) if there's an outage, 2) to make payment arrangements when delinquent, and 3) for products and services. Just trying to come up with ways that I can improve the perception of service for the customers I have. But most of them are delinquent (60%) and have been denied arrangements due to returned checks, broken arrangements, or stealing/tampering once turned off. We've been given the task of improving our customers' perception of our service over the next year, but I am having a hard time coming up with something to meet that certain customer segment. There's really only so much I can do when the last time someone paid was 6 months ago. I don't think you'll be able to. Bc at the end of the day you 1) can't make their power to come back any faster and 2) can't (and shouldn't) make their delinquent accounts to go away. I can't think of anything else I would need from a power company.....
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:21:43 GMT -5
Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. Between that point most call: 1) if there's an outage, 2) to make payment arrangements when delinquent, and 3) for products and services. Just trying to come up with ways that I can improve the perception of service for the customers I have. But most of them are delinquent (60%) and have been denied arrangements due to returned checks, broken arrangements, or stealing/tampering once turned off. We've been given the task of improving our customers' perception of our service over the next year, but I am having a hard time coming up with something to meet that certain customer segment. There's really only so much I can do when the last time someone paid was 6 months ago. You can't. You're the meanie who is turning off their electric. Don't you know they have kids/they're a special snowflake/it's cold out/it's easter/they had a car accident and you can't do that. There are some people you will never make happy. This group is one of them. Not sure the boss wants to hear. "We can't"
|
|
swamp
Community Leader
THEY’RE EATING THE DOGS!!!!!!!
Joined: Dec 19, 2010 16:03:22 GMT -5
Posts: 45,617
|
Post by swamp on Nov 21, 2013 13:22:11 GMT -5
I don't think I've had any interaction with my power company since I had the account set up at my house in 2003. I think that's a good thing. I'm very happy with them.
|
|
swamp
Community Leader
THEY’RE EATING THE DOGS!!!!!!!
Joined: Dec 19, 2010 16:03:22 GMT -5
Posts: 45,617
|
Post by swamp on Nov 21, 2013 13:22:35 GMT -5
You can't. You're the meanie who is turning off their electric. Don't you know they have kids/they're a special snowflake/it's cold out/it's easter/they had a car accident and you can't do that. There are some people you will never make happy. This group is one of them. Not sure the boss wants to hear. "We can't" The boss needs to hear "this is stupid" if it is stupid.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:26:09 GMT -5
I don't think you'll be able to. Bc at the end of the day you 1) can't make their power to come back any faster and 2) can't (and shouldn't) make their delinquent accounts to go away. I can't think of anything else I would need from a power company..... I agree- as long as you're courteous and you process requests to turn the power back on when they do pay up, there's not much you can do. I was once at a seminar on claims adjusting for insurance companies and one panelist pointed out that "customer satisfaction" goals may be counter-productive because if you settle claims in accordance with the policy terms you're going to make some people angry because they want something not covered by the policy. The only way you can turn them into happy customers is to give them more than the policy covers- and that ends up costing everyone more in the form of higher premiums. You're in the same position- as long as you require that people pay what's due before you turn the power back on, most will be unhappy. They may even take it out on you by giving you a negative rating if they're surveyed.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:27:06 GMT -5
Not sure the boss wants to hear. "We can't" The boss needs to hear "this is stupid" if it is stupid. You have been out of corporate America for too long.
|
|
Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 13:31:25 GMT -5
I don't think I've had any interaction with my power company since I had the account set up at my house in 2003. I think that's a good thing. I'm very happy with them. And these are the types of customers that typically view us in a good light. They pay on time, reliable power, and calls to set up & transfer service are generally painless. The ones where we are lagging are lower-income and frequently delinquent. And like Archie said, just saying we can't do anything isn't going to cut it. I am really trying to come up with something that I can do within our IT limitations and state regulations, but it's pretty darn tough!!
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:33:07 GMT -5
I don't think I've had any interaction with my power company since I had the account set up at my house in 2003. I think that's a good thing. I'm very happy with them. And these are the types of customers that typically view us in a good light. They pay on time, reliable power, and calls to set up & transfer service are generally painless. The ones where we are lagging are lower-income and frequently delinquent. And like Archie said, just saying we can't do anything isn't going to cut it. I am really trying to come up with something that I can do within our IT limitations and state regulations, but it's pretty darn tough!! Does that mean an APP is out?
|
|
Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 13:34:33 GMT -5
I don't know what APP is
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:35:53 GMT -5
create a phone APP. Make it fun, give them access to their account and info, make it easy to pay from there, give tips about saving energy there, give them badges for doing different things, like paying on time, saving energy, donating to the low income fund, etc...
|
|
swamp
Community Leader
THEY’RE EATING THE DOGS!!!!!!!
Joined: Dec 19, 2010 16:03:22 GMT -5
Posts: 45,617
|
Post by swamp on Nov 21, 2013 13:35:58 GMT -5
The boss needs to hear "this is stupid" if it is stupid. You have been out of corporate America for too long. I've never been in corporate America. that might be my problem. My first "real boss" when I was an ADA liked to be told when he was being stupid. It kept getting him re-elected.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:39:45 GMT -5
Can you have a proactive department that calls as soon as the first payment is missed... In a friendly manner, to offer options, payment plan, referral to assistance services?
|
|
Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 13:40:43 GMT -5
create a phone APP. Make it fun, give them access to their account and info, make it easy to pay from there, give tips about saving energy there, give them badges for doing different things, like paying on time, saving energy, donating to the low income fund, etc... Ahh, ok That's in development, but our IT department is apparently still traveling around on the Mayflower. I thought you were talking about an Average Payment Plan, which we have three versions of to suit specific needs.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:43:04 GMT -5
Do you send mailers with the bill notifying customers about subsidies, access to low income help, etc?
|
|
Sam_2.0
Senior Associate
Joined: Dec 19, 2010 15:42:45 GMT -5
Posts: 12,350
|
Post by Sam_2.0 on Nov 21, 2013 13:44:17 GMT -5
Good idea, oped. Around here agencies won't help without a shutoff notice, which is frustrating. It would be better for all involved to be able to keep it from getting to that point. But it's how they determine who is in "crisis" and therefore most deserving of funds. Which means we get dozens of calls each day from people fully intending to not pay the current bill & asking when it will be delinquent enough to generate a notice so they can go apply for assistance. But personal phone calls may help keep some from getting to that point if we can help turn it around faster when the balance is still manageable.
|
|
Deleted
Joined: Oct 7, 2024 18:33:20 GMT -5
Posts: 0
|
Post by Deleted on Nov 21, 2013 13:45:03 GMT -5
"Most of our customers contact us less than once per year. It's a utility - they call to set up service and call to end service. " That is the extend of my interaction. However, I would like to even get rid of that. When I moved to Houston, I was able to set up my electric via a website (but they have a TON of companies here). I think being able tos et up and disconnect online would be great along with the $25 check Angel mentioned Otherwise don't bother sending me a thank you card for doing what normal people should do, which is pay their bills on time
|
|