Just found out my main contact at Georgia Power got transferred to another department. We had built a great working relationship over 3 years - she knew all my clients' accounts and would fast-track corrections. Now I'm starting from scratch with some new guy who doesn't seem to understand what we do. Anyone else dealt with this frustration? How do you maintain continuity when utility staff turns over?
Georgia Power Account Rep Changed - Lost All My Progress
Same thing happened to me with Duquesne Light last year. My advice - document everything in writing from now on. Don't rely on verbal agreements or handshake deals. Email summaries after every phone call. It takes longer initially but saves you when staff changes happen.
Rachel, I feel your pain. JEA here in Jacksonville rotates people constantly. What works for me is asking to be introduced to the supervisor or manager level. They tend to stay in position longer and can help train new staff on your accounts. Also request a formal handoff meeting when changes happen.
I actually maintain a one-page summary document for each utility contact that lists my active accounts, common issues, and resolution procedures. When there's turnover, I hand this to the new person along with my business card. Saves hours of re-explaining our business model.
Terry's approach is smart. ComEd actually asked me to create something similar after their third staff change in two years. Now it's part of their internal handoff process. Sometimes the utilities appreciate our help with continuity too.
Don't give up on the new person too quickly. I thought my replacement contact at IPL was hopeless, but after a few months of patient education, she became one of my best allies. Sometimes fresh eyes catch things the previous person missed.
Thanks everyone. Greg makes a good point about giving the new person a chance. I'm going to try Terry's summary document approach and see if I can get a supervisor meeting set up. Hopefully this works out better than I'm expecting.
Rachel, if you need help with the summary document format, I have a template I use with Xcel Energy that works pretty well. Happy to share if you want to PM me. Good relationships are worth the extra effort to maintain through transitions.