I'm getting frustrated with clients who hire me to audit their SMUD bills, then get upset when I find legitimate charges they don't want to pay. Had one last week ask me to 'reinterpret' a demand ratchet clause so they could dispute a $12,000 billing correction. When I explained the tariff was clear and the utility was right, they accused me of 'not working hard enough for them.' This isn't the first time. Are we auditors or advocates? Sometimes I feel like clients expect us to manufacture disputes regardless of the facts.
Anyone else tired of clients asking us to 'adjust' findings?
Jennifer, I feel your pain. Had a Seattle City Light customer last month who wanted me to argue that their power factor penalties were 'discriminatory' even though they were clearly spelled out in the rate schedule and fully justified by their terrible PF readings. Some clients think hiring an auditor means we'll automatically find money, regardless of whether there are actually any errors. I always explain upfront that my job is to find the truth, not create disputes.
This is exactly why I include a clear scope statement in every contract explaining that my role is to verify billing accuracy, not to advocate for positions I don't believe are valid. Entergy customers down here sometimes have the same expectations. I've learned to manage these expectations upfront rather than deal with disappointed clients later. Better to have an honest conversation about likely outcomes than promise something you can't deliver ethically.