Struggling with how much technical detail to include when presenting to non-technical clients. Found CT ratio errors and billing multiplier problems, but when I start explaining transformers and metering configurations their eyes glaze over. But I feel like they need to understand what went wrong to have confidence in the findings.
Simple Language vs Technical Detail
Michael, I use analogies. CT ratio errors are like having your car speedometer calibrated wrong - you think you're going 60 but you're really going 55, so everything based on that reading is incorrect. Billing multipliers are like using the wrong conversion factor between miles and kilometers.
Focus on the impact rather than the cause. "Your bills have been calculated using incorrect meter readings for 18 months, resulting in $23,000 in overcharges." Save the technical explanation for the appendix or if they specifically ask how it happened.
The key is confidence Michael. If you sound uncertain or over-explain, they start doubting. Be definitive: "The meter multiplier is incorrect and has been overbilling you $1,200 monthly." If they want the technical details, they'll ask. Most trust the expertise they hired and just want the bottom line.
I always include a glossary in my reports now. Define terms like CT ratio, demand interval, power factor, etc. That way I can use the technical terms when needed but clients can reference the definitions. Keeps the main report flowing while providing backup detail.
I do a layered approach. Start with "the utility is using the wrong multiplier to calculate your bill" then if they want more detail, explain what a multiplier is and why it matters. Let them ask questions rather than overwhelming them upfront. Most just want to know it's a real problem and you can fix it.