Category Archives : Management

If you were to review the memories of your youth, chances are there is a teacher, friend, family acquaintance

There isn’t a utility in existence that doesn’t make a mistake from time to time that impacts customers. T


“If you create an environment that motivates employees to turn the valve on full throttle, you can outperfor

A recent Gallup survey of 55,000 employees matched the following attitudes directly to higher profits: Employe


Utility managers who talk about good customer service but do not demonstrate it are fighting a losing battle w

Workplace change is common in the utility industry but not all managers do a good job of communicating change


“Puttin’ on the Ritz” is a well-known expression for high quality and utilities could learn much from th

If you took a poll at your public utility and asked every employee to rate the level of communication between


It’s my job to help telecom service providers improve their customer service practices and increase sales of

Customers contact your utility every day. They have a problem. They need help understanding their bill. They