Had a complete relationship breakdown with Appalachian Power Virginia over a disputed demand ratchet calculation. What started as a technical discussion turned into accusations and threats to bar me from their offices. How do you recover from something like this?
Appalachian Power relationship disasters - lessons learned
APCO can be difficult. Their Virginia territory especially. Sometimes you need to go through AEP corporate in Ohio to get reasonable people involved. Document everything in writing.
Had similar issues with AEP subsidiaries. The key is keeping emotions out of it even when they don't. Stick to facts, reference tariffs by section number, and escalate through proper channels.
Sometimes relationships can't be salvaged. In those cases, work through the client's legal counsel or have them hire a different auditor for that utility. Don't let one bad relationship sink your whole practice.
APCO Richmond office has some challenging personalities. Try their business development group instead of going through customer service. Different people, sometimes better attitudes.
Update: Worked through AEP corporate like Phil suggested. They assigned a new account coordinator and we're back on track. Sometimes you have to go around the problem people.
Professional relationships in utility work require patience and persistence. Not every interaction will be smooth, but maintaining your own professionalism is crucial for long-term success.