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I can't tell you how many e-mails, phone calls and other contacts we've gotten since our ice story last week. At the height of the storm, there were something like 130,000 power customers without electricity. Our boss was first to tell us to make sure we are calling them customers.....because each of those outages involved multiple people living....or working... in the customer address. We got calls from people angry that the utility repair crews were going down a main street but not a side street. That they wouldn't answer phone calls....etc etc. Our contact complainers wanted us to find out how Westar and the 23 electric co-ops in the State prioritized who got the power back on first. So I'd like to blog about how you would prioritize the "turn-ons." If you were the boss, how would you decide who gets the lights back on first? What criteria would you use? And how would you set up the handling of people who wanted to call in to complain.....would it be automated....or would you put people on complaint line answering? When we're the ones without power, it's easy to hand out the criticism.....I sure have done it. But if I put myself in the position of a power company boss, with 130,000 outages that may be affecting 300,000 people, I grow a bit in empathy. Let me know how you power bosses would handle the problem.
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