Hey everyone, I've been working utility audits here in Indianapolis for about two years now and still struggling to build good working relationships with the IPL billing folks. They seem pretty guarded whenever I call with questions about rate schedules or demand calculations. Anyone have success stories or strategies for breaking down those walls? I feel like I'm always starting from scratch with each interaction.
Building rapport with IPL billing department - tips?
Greg, I hear you completely. TVA folks down here in Knoxville were the same way initially. What worked for me was starting with smaller, less contentious questions first - like clarifying tariff language rather than jumping straight into billing disputes. Build some credibility on the easy stuff before tackling the big issues. Also, always be respectful of their time and come prepared with account numbers and specific details.
Terry's got the right approach. With FirstEnergy up here in Ohio, I found that acknowledging their expertise goes a long way. Instead of saying "you billed this wrong," try "can you help me understand how this charge was calculated?" Makes them feel like partners rather than adversaries. Also learned their names and always ask for the same person when possible.
Jim makes a great point about consistency. Down here with CPS Energy in San Antonio, I've been working with the same billing supervisor for three years now. She knows I do my homework and don't waste her time with frivolous calls. Now when I call about a legitimate issue, she takes it seriously and works with me to resolve it quickly.
This is all really helpful advice. I think I have been coming on too strong with the billing disputes right off the bat. Going to try Terry's approach of starting with the easier clarification questions first. Also going to make an effort to learn some names in that department. Thanks everyone!
One more tip - bring donuts or coffee occasionally when you have to visit in person. Sounds silly but it really works. The LG&E billing department here in Louisville always remembers the "donut guy" and they're much more willing to dig into complex issues when you've shown you appreciate their help.