Utility Employees Deserve Good Service From Managers

PHOENIX, Ariz. – Like any other business, utilities need happy customers and one way to achieve that is to give them good service. But there's another kind of customer service that power companies shouldn't overlook.

"Utilities couldn't function without their employees and I believe these people should be viewed as the company's primary customers," says David Saxby, president of Phoenix-based Measure-X, a company that specializes in helping utilities improve their customer service and sales. "If you treat your employees with the same respect and care that your utility delivers to external customers, a refreshing attitude with develop and grow in your department and company. Ultimately, that will translate into even better service for external customers."

Managers have the responsibility of leadership and, therefore, they set the tone for their entire department, Saxby says. So how are you treating your employees? Saxby offers the following five tips for providing great service to power company employees.

Share your knowledge and experience. "Explain to your employees how decisions are made, especially when it involves them," Saxby suggests. "Acknowledge those things that they do well but don't be afraid to point out opportunities for improvement. Provide suggestions and ideas on how things could be done differently to achieve that improvement."

Let your employees know they're valued. "Be approachable, smile, remember the names of employees' family members and remember employees' birthdays," Saxby recommends. "Sincerely thank your staff every chance you get. As humans, we can't be appreciated enough."

Show you care. "Demonstrate that you care about your employees and their challenges," Saxby says. "Showing your compassion by being flexible with hours and time off when possible can go a long way."

Show your trust. "Show your employees that you trust them by delegating projects based on their strengths," Saxby explains. "Learn to let go. Don't be a micromanager. Let your staff take the ball and run with it when appropriate."

Keep your promises concerning reviews and raises. "Performance reviews and salary increases should be given on the promised dates," Saxby notes. "Don't kid yourself – employees have those dates memorized. Employees can be forgiving about a lot of things but no one likes to feel unappreciated or undervalued. Resentment can fester if these dates come and go without action."

Remember that your employees are your primary customers, Saxby says. "If you treat them with respect and care, they will treat your external customers with that same respect and care. Practice what you preach. Walk your talk."

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.

Source: Measure-X