At the July Leadership Forum meeting, Jarrett O'Neill, Utility Specialist, Water Production & Distribution, was named a Customer Champion for going above and beyond to assist a customer with water leaks.
The customer sent an email to O'Neill's supervisor sharing how he demonstrated several of the best practices of owning the customer experience.
Over the past few years, the customer experienced two water leaks and O'Neill supervised both repairs. When he helped repair the first leak, he gave the customer his business card. When the customer had a second leak and struggled to reach someone to help, he called O'Neill directly. He told the customer that he was now working nights but would take care of the situation for him. He demonstrated collaboration by sending an inspector to the residence. The customer did not agree with the analysis from the inspector that came to investigate, so he called O'Neill again. He made it personal by investigating himself and showed that he knows the business when he found a leak. Acting with urgency, he told the customer he would get a crew there to make the repair. To close the loop – even though he was on night shift – O'Neill stayed on site throughout the day as the repair was made.
The customer wrote in an email, “Mr. O'Neill lives up to his promises to get the job done right and on time. You need to cherish Mr. O'Neill. He is a rare find these days, and I hope you will recognize him for his dedication.”
