Small miracle happened today. Duke Energy's billing department called me directly about a discrepancy they found on one of my client accounts. Usually I'm the one chasing them down for corrections. The rep said she remembered me mentioning this type of issue before and wanted to give me a heads up. Sometimes the relationship building really does pay off!
Duke Energy Actually Called ME First This Time!
That's fantastic Chuck! Georgia Power did something similar for me last month. Found a Rate GSA billing error before I did and processed the credit automatically. When they start thinking of you as a partner instead of a pest, everything changes.
Wish I had that kind of relationship with NV Energy. They still treat me like I'm trying to scam them every time I call. What's your secret Chuck? How long did it take to build that trust?
Tony, it took about two years of consistent professional interaction. I always follow up with thank you emails, acknowledge their help publicly when appropriate, and I've never oversold or exaggerated a problem. They know when I call, it's legitimate. Also helped that I caught a $12,000 billing error that was in their favor and reported it.
Chuck, that last point is huge. I did something similar with PSE&G - found a meter reading error that was undercharging the customer by about $800/month. Could have stayed quiet, but I reported it. Now they trust my analysis completely. Integrity goes a long way in this business.