Leader: Customer service that comes from the heart
- Utility Week
Wessex Water, the poster boy of the league table, has focused on customer service since well before the introduction of the SIM, and it is the breadth and depth of its customer-centric culture that keeps the company at the top of the table. A regulator can’t make a team of engineers on a site visit stop to buy a birthday card when they realise it’s the customer’s birthday – just one of the examples Wessex gave us of their Go the Extra Mile programme. That has to come from within the company, direct from the top.
Other companies, motivated by the stick and carrot of the SIM and the wider legitimacy agenda, are following Wessex’s example – many with notable success. This combination of the regulatory push and the collective will of the company is powerful; the conversation in water has changed from whether and how companies should focus on customers, to what more they can do....