Is this really poor customer service…?

Recently, I was presenting my Improving Revenue Collections for Utilities presentation to the Alliance of Indiana Rural Water Fall Conference.

Part of my presentation deals with offering additional payment methods, such as bank drafts, online bill pay, and IVR payments. While discussing these, I stress how important it is to offer convenient ways for customers to pay without visiting the office.

Audience concern

About midway through my presentation, a gentleman on the back row raised his hand to voice an objection. This gentleman works in the industry, but not for a utility, and his concern was something to the effect of “it sounds like you are advocating for utilities to be less customer friendly by encouraging their customers not to come to the office to pay.”

My response

I explained that, quite the opposite, I firmly believe in – and advocate for – utilities providing outstanding customer service. I went on to explain that some customers, especially millennials, actually prefer not to interact in person.

By offering a fully integrated online bill pay system where customers can research their billing and usage history and make payments, your utility is actually providing an invaluable customer service. By doing so, and thereby reducing the number of calls or visits to your office, you actually free up staff time to more effectively deal with customers who have more serious issues.

By devoting enough time to adequately research and assist customers with excessively high bills or to set up a payment plan, your utility is able to offer even better customer service. If your staff time is consumed with walk-in customers merely wanting to make payments, they won’t have the time to devote to those customers who truly need the attention.

Do you ever wonder…?

Do you ever wonder if your office staff spends too much time dealing with walk-in customers? If so, please give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com to learn how a business review could benefit your utility.

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© 2017 Gary Sanders

What’s a compound meter?

In the last Utility Information Pipeline, I wrote about the pros and cons of metering individual premises. That article went on to briefly mention the possibly needing a compound meter, if a master meter were to be installed. So, what exactly is a compound meter…?

Compound meters

Compound meters (sometimes referred to as high/low meters because they have high and low flow sides) are used in situations where large volumes of water need to be metered, but at other times slower flows must also be recorded.

Such a scenario could be a large, multi-unit apartment building or a hotel that must be able to meter high usage first thing in the morning, when many residents are showering at the same time, but also measure low flows in the middle of night to record the occasional toilet flush. A manufacturing plant that uses large volumes of water while the plant is in operation, and minimal usage at other times, is another example of a prime candidate for a compound meter.

The Alliance for Water Efficiency has a good, easy to understand description of compound meters in this article.

For billing purposes, with compound meters, two sets of meter readings are taken – a larger meter for the high flows (the “high side”) and another, smaller meter, for the low flows (the “low side”). The usages are then added together and the customer is billed for the combined usage.

Don’t be fooled

The “high side” of a compound meter may not always be the higher reading of the two. The high side could have already rolled over, and have a lower reading, or there could be relatively little high demand. In the latter case, most of the water used would be metered by the “low side”.

Does your billing system support compound meters?

Many older billing systems don’t properly support compound meters. Some require creating two accounts – one for the high side meter and another for the low side meter. Others require manipulating the readings before entering them as a single, combined meter.

If your billing system doesn’t easily handle compound meters, it may be time for a change. If you’re in this situation, please give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com to learn how a business review could benefit your utility.

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© 2017 Gary Sanders