If you’re anything like me, when you need to contact a utilities company, your heart sinks. Expectations are low from the outset. You need to prepare…
- You take deep breaths as your eyes search for the customer services number
- “Flashbacks” to previous encounters of a hold queue that took 37 hours to escape still haunt you as you pick up the phone
- Your fingers shaking now, you try to remember the combination of buttons you need to press to speak to a human being within 23 minutes (normally 1,3,4,4,3,2,3,3,#,@,5,5,3,6)
Ahem, maybe that’s just me.
Anyway, Veolia Water have gobsmacked me over the last few weeks with their proactivity, efficiency and service (3 words you don’t normally associate with Utilities):
Proactivity: Upon noticing our water usage was rising, and had been for the last year or so, they phoned us to ask if we’d been using more water, or if there was any more people living in the house as (it turned out our toilet was sporadically leaking water like a running tap).
Efficiency: They suggested we could apply to be considered for a Leak Allowance, as our bill was HUGE. They explained the process and sent the forms which arrived next day. Every subsequent contact was painless, with well trained people on the end of the line who had access to up to the minute information about who I last spoke to, and the status of our enquiry.
Service: The people I dealt with were friendly, competent and gave me reassurance that our discussions would be acted upon. I had confidence. In a utilities company! The happy ending is that we got a refund on some of the lost water and the money was in my bank account the day after I received the letter!
Well done Veolia Water. You have one extremely satisfied customer. Any chance you can speak to my Bank now and show them how it’s supposed to be done?