Common questions from customers and how to answer correctly

Customers will oftentimes have many questions. These are not all the questions but the most common ones and how to answer. Even if not listed, never lie to a customer, never get rude, smile and have a positive attitude.

1. How long will my power be off?

Answer- It is going to take me about 5 minutes or so, but your power will only be off for about one minute.

2. No one told me this was going to happen, why did no one alert me?

Answer- I apologize this came as a surprise, typically the utility sends out a mailer or notifies you along with your bill. That is why I knocked before I started the meter change to let you know.

3. How do I know you are who you say you are?

Answer- That is my company vehicle with logos, here is my company ID badge, here is the letter of authorization from the utility and please feel free to call the number on the letter of authorization to verify.

4. Do I have to have this upgrade? I don't think I want it.

Answer: Ok, I’ll put it down but you’re going to need to call the utility and inform them yourself that you do not wish to have the new meter installed.

5. Is this going to make my bill go up?

Your bill is based on how much electricity you used, so if you use more electricity your bill could go up, if you use less electricity your bill could go down, the meter just reports how much electricity is being used.

6. Is there a charge for this new meter?

Answer- The meter upgrade is part of routine maintenance the utility is required to do.

7. Is this a smart meter?

Answer- No these are remote read meters.

8. I’m an electrician, can I get in there and tighten up my lugs?

Answer- I'm sorry, if you want to do that you need to call the utility, once I open up the meter you have to be back 30ft for your safety.

9. Do you have to do this RIGHT now? Can you come back?

Answer: "What would be a good time to come back?" or "You can call the number on this door hanger and make an appointment."

10. Is someone losing their job because of this?

Answer: It gave me a job!