Using Mobility To Build Confidence In Your Service

By Bob Ashenbrenner, President of Durable Mobility Technologies, LLC.

Service is a confidence-building exercise in the eyes of your customers, if executed well. For utilities, employees’ actions – or inactions – directly impact customers’ confidence in your organization and the services you provide.

It doesn’t matter if…

• a technician’s installing a smart meter;
• a lineman’s installing a new transformer;
• a distribution system manager is trying to rebalance the load during peak periods;
• a customer service representative is fielding billing-related calls from customers…

The face-to-face human connections and behind-the-scenes technological connections that occur will directly and indirectly influence the perceived value of your utility service. In fact, there is nothing that affects the confidence that customers have in your utility more than the quality of the service that they receive.