Utility customers don’t behave like customers in most other industries. They don’t choose to interact with you \u2014 they’re required to, because you’re the only provider serving their address. That captive relationship raises the bar rather than lowering it: when the power goes out, a customer wants an answer in seconds, not a hold queue. When a bill looks wrong, they want it explained clearly, not routed through three departments. And when they miss the callback window because they were at work, they’re now angrier than when they first called.<\/p>\n\n\n\n