Hughes and Stuart

Hughes Springs, United States

Hughes and Stuart

Hughes Springs, United States
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Goetz M.K.,Hughes and Stuart
Journal - American Water Works Association | Year: 2014

Melanie K. Goetz states that rebate programs can be provided by utilities as a customer service experience to build trust between the customer and the utility. Rebates are a well-known marketing tool that is profitable for retailers and manufacturers, while having the potential to be leveraged as a customer service by utilities for their customers. Many utilities have established energy-efficient or water conservation awareness through rebate programs. It is important to for the utility to have a plan and recognize the problems that create the breakage being avoided by them when using such rebates. A utility planning to implement a rebate program for water-efficient appliances needs to explore the avenues from where financing for such programs is to be derived.


Goetz M.K.,Hughes and Stuart
Journal - American Water Works Association | Year: 2014

AWWA surveys indicate that utilities almost face increasing costs, brought on by everything from population-driven scarcity to repair of deteriorating infrastructure and the demands of clean water regulations. The customers focus on 2000 great deals, while the prices of the other 98,000 items are probably comparable to the competition's pricing. Everything today is about getting the best deal on a product, even if it's not a product that is needed by the customer. The base rate is becoming more and more popular for the simple reason that it is so common in our lives. If the base rate indicate an above average monthly amount of water as an option to the pay-as-you-go method of water rates. Thus the utility would be guaranteeing that rates would not change over the year.


Goetz M.K.,Hughes and Stuart
Journal - American Water Works Association | Year: 2014

Real public relations start internally. The goal of any communication effort is consistency, both in the raw messaging and in the teamwork needed to reach out effectively. People cannot play as a team if they do not know the game plan. Daphne Utilities lies on Alabama's Gulf Coast. With a population of 25,000, the city of Daphne exudes southern hospitality and positively defines customer service. Daphne Utility has 70 employees serving some 11,000 water and sewer customers and 4,500 natural-gas customer, and is governed by a five-person board of directors appointed by the city council. McElroy joined the utility in July 2005 and got to work. One of his first steps was to minimize short-run problem solving and to invoke strategic, long-term resolutions. Utilities require periodic rate increases, and if the customers who foot the bill do not value their utility's services, they are certain to complain openly and to their local politicians.


Goetz M.K.,Hughes and Stuart
Journal - American Water Works Association | Year: 2014

The article discusses how the technique of mirroring can be adapted by utilities to help educate consumers about the value of water. Part social norm, part religion, the current of raised arms and out of the seat participation in the wave is a community action that demonstrates support and enthusiasm. Humans need the intimacy of mimicking each other, whether it is a small child grinning back at her mother's loving smile or rabid football fanatics casting unfettered adoration on bigger-than-life players. The more a brand is advertised, the more popular and familiar it is perceived to be. Although the messaging for a utility may be different than for a retailer, concepts such as water conservation and energy efficiency can be made acceptable.

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