This is probably a common problem but it's new to me. Three of my main contacts at MidAmerican Energy have retired in the past six months. These were relationships I'd built up over several years - people who knew my work and trusted that I wasn't trying to screw them over. Now I'm back to square one with their replacements, who seem suspicious of everything I do. One new rep actually asked if I had "proper authorization" to review my own client's bills. How do you rebuild these relationships quickly when there's so much turnover?
Utility reps retiring - losing all my contacts
Dana, unfortunately this is becoming more common as the industry workforce ages out. MLGW here has lost about half their experienced billing staff in the past two years. My approach has been to be extra patient and educational with new hires, even if it means explaining basic concepts they should already know. Document everything in writing and copy their supervisors when appropriate. It takes time but eventually they learn to trust your expertise.
Same situation here with Puget Sound Energy. The institutional knowledge walking out the door is staggering. I've found it helpful to create a brief introduction document about my role and experience that I can email to new contacts. Includes references to past successful audits and explains how I work collaboratively with utility staff. Seems to speed up the trust-building process a bit.