When it comes time to upgrade your utility’s metering system, clear and prompt communications with your customers about upcoming installations are integral to a smooth rollout. Unlike the excitement of getting new cable or internet installed, a water meter appointment is not something customers look forward to. That’s why it’s important to make the scheduling and subsequent installation process as easy and frictionless as possible. Neptune’s Canada Services team has conducted millions of installations and is here to share some best practices that apply wherever your utility is located.
Customer Communication in a New Age
Facilitating the scheduling of installation appointments is one of the main goals for utilities when a system changeout comes around. Historically, sending letters and going door to door was a very successful way to communicate with customers and schedule the installation, as there was more trust in the process and consistency in resident participation. However, that has changed with the rising prevalence of scams, which have made people more hesitant to open their doors. In the past, the approach to changeouts was simply knocking on customers’ doors to see if it was a convenient time to install the meter. However, scammers have replicated this approach to get into people’s homes and homeowners are understandably wary of letting a stranger in their home with no notice. The current, safer approach is to now just knock and leave information, allowing the homeowner to then schedule an appointment for the change out.
Given the increased number of scams, you should be prepared to counter those concerns. Bad actors may pounce on your well-intentioned communications by impersonating your staff or have a similar procedure to yours. It is crucial to coordinate with local news or trusted communicators to provide ways for customers to identify that your door knockers and communications are truly coming from you and are legitimate. This may include providing extra staffing for customer calls.
In addition to safety concerns, timing is an ongoing issue. There are no common times when people are guaranteed to be at home. You are now just as likely to have someone home during the day on a weekday as during the evening, when they typically used to return home from work, or on the weekends.
Multiple strategies are now required to get the correct information to customers. Door knocking must be seen as just one touchpoint and should include leaving documentation at the door with detailed information and links, then coupled with additional communication such as calling or emailing.
Converting Information to Action
The success of a water meter program hinges on the ability to book appointments easily and efficiently. Aside from using a variety of points of contact to get the information across safely to the homeowner, it’s also crucial that the information provided includes a seamless way to schedule installation appointments and confirm immediately.
It should also be clear and concise with easy-to-follow instructions. Links and QR codes to an online scheduling portal, phone numbers for both calls and texts, and emails, have all been successful forms of communication that our utility partners have used to make the appointment process easy for their consumers.
Adapting to Modern Customer Communication Needs
In order to maximize the benefits that new metering equipment will bring to your utility, it’s important that installation communication is at the forefront of planning. As customer habits and expectations have changed over the years, so too should your strategies. It’s critical to employ the modern forms of communication that customers are more accustomed to. Door knocking and letters in the mail should no longer be the end-all-be-all. Digital communication and verifications should have a role in the overall process.
By understanding and adapting to these changes in customer behavior, utilities can improve their communication strategies, ensuring that even the most mundane of appointments are handled efficiently and effectively.
Learn more about Neptune’s approach to installation projects. Watch our webinar where we discuss our water meter project for Stratford, PEI.
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