I know we're technically adversarial with utilities when we file claims, but I've found that having a good relationship with utility reps makes everything smoother. How do you build rapport without compromising your role as the client's advocate?
Building rapport with utility reps
It's not adversarial if you approach it right. The utility rep's job is to ensure correct billing. Your job is to find incorrect billing. Those goals are actually aligned. When I find an error, I present it as "here's something that needs correction" not "you messed up and owe my client money." The tone matters. I have reps at Duke, Georgia Power, and PSE&G who take my calls because they know I bring legitimate, well-documented findings, not fishing expeditions.
Phil nails it. Professional relationships with utility staff are one of your most valuable assets. A few principles: always be prepared before you call — have the account number, the specific tariff provision, and the error documented. Never waste their time with vague complaints. Say thank you when they resolve something quickly. And never go over their head to the PUC without giving them a fair chance to correct the issue first. Utilities remember auditors who are professional and reasonable, and they process those auditors' claims faster.
That reframe — "here's something that needs correction" instead of "you owe my client" — is exactly what I needed. Going to adjust my approach. Thanks.