How to respond to customers if things get heated

(customer de-escalation)

People are working from home more now than ever so chances are you will find more people home during the day while you are changing meters. People are still socially distancing and self-isolating. Given that just about everyone has a cell phone, and people usually get a text or call before visitors arrive, it is less and less expected for someone to ring the doorbell or knock on the door if they are not already expected. They will often be cautious about answering the door and could be on edge just from an unknown person at the door. Sometimes people will judge you based on your general appearance, accent, height, skin color, hair color, hair style etc. While we at PMI do not condone prejudgment of any kind, it does not mean that you will not run into it when you are in the field. Some people are less than considerate and will yell through the door or even use improper language. You must use your best judgement to determine if you are possibly in danger. If at any time you feel you are in danger walk away. Be professional, be kind and be calm. If someone speaks to you so aggressively that you are not comfortable, walk away. If you are threatened, drop your gear and LEAVE! Make your way as fast as you can to your company vehicle and drive to a public place like a gas station or grocery store. If you can, call your Field Manager. Here at PMI, we will not tolerate anyone harassing our employees especially with threats. This does not happen often, but it can happen. Keep your cool, do not argue, do not try to reason, drop your stuff, put your hands up and say, “I'm leaving”. Your Field Manager will handle it from there as soon as he can. The minute you contact your Field Manager about being threatened or feeling threatened they will drop what they are doing and handle your situation. Your safety and wellbeing are a top priority. In an extreme situation it might be necessary to call the local police department before calling your Field Manager, remember your safety is #1.

What to do when police are called on you

This is going to happen; you have nothing to worry about. You have your company vehicle with logos, your uniform, your ID badge, your letter of authorization, and your Field Manager will have previously contacted the local law enforcement about the meters being changed out in the area. Even with all of this, you will have the police called on you. This could happen because of a vehicle they are not used to or a person they don't know in the area and this is perfectly understandable. There has been a rash of crimes/scams where people get high resolution vests and go door to door trying to con people into believing they are going to shut off their utilities unless they pay cash for the bill due right then and there. This is most common with elderly people. If a customer yells that they are calling the police, continue your day, let the authorities show up and calm the situation. You have nothing to worry about if you have done nothing wrong.

If the police do show up, call your Field Manager on speaker phone, wave down the police, make first contact so they know you are the person they are looking for and that you are no threat. Have your clipboard, ID badge, and letter of authorization ready to show. Give the officer space, follow his directions. Any orders given by the police must be followed, this includes when asked for your identification both company and state issued identification. Again, you are in the right place, you have full permission to be there, you are doing your job and it has been cleared with the city. You will be prepared with all documentation and have your Field Manager on speaker. Hand your phone to the officer if need be. Your Field Manager should be able to come out if they need to help resolve the situation.

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