We love hearing from members who've had an enjoyable experience with HWE, and employees also have great stories which people never hear about.
We call these "Electric Moments."
It’s important to take note of the personal touch. More and more in the utility world -- whether it’s the telephone, gas or electrical industry -- people view these services as simply places to send bills.
It’s our belief that every employee contact with a member gives us an opportunity to win or lose a little loyalty. Hopefully by sharing these stories we gain some with all members.
They may seem small in nature, but they are the very essence of the cooperative way and where the ordinary is made extraordinary. To us, it means we take pride in our work and care about the member. We hope you enjoy reading these Electric Moments, and we invite you to share your own.
______________________________________
I just want to say my husband and I are new to the Ohio area and have lived in many different areas, but I believe you all did an outstanding job in keeping up with demand during this recent heat wave. Thank you. :) -- Portage, OH
One winter, three of HWE's line crew workers were working on a routine electrical line rebuild project in rural Findlay. The workers treated it like any other project by carrying out their assignment efficiently and on time. They were also working directly in front of a member’s home. In the midst of their work, a longtime and elderly cooperative member emerged and asked the line crew for help. Apparently this member's wife fell (who has artificial knees), and he was very concerned because he was having trouble lifting her on his own. Without hesitation, all three employees stopped their work, quickly followed the husband inside and helped his spouse back to her feet.
Via email: "Just wanted to say thanks for fixing the line that had blown loose north of where I live so soon after I called." -- Arlington, OH
One time, right outside HWE's office on busy I-75 in North Baltimore, a random driver’s car had a flat tire and was stopped directly in front of the building. Given the large volume of traffic, such an occurrence seems to happen somewhat regularly, so often employees understandably don’t think much of it, especially given the ease with which cell phones allow people to find help. But when this woman’s car continued to sit and the towing company said it would be a while, one of HWE's employees changed her tire and helped her get back on the road.
Via mail: "I experienced a power outage Saturday afternoon, due to a tree down, at our residential property...The situation was serious enough the Arlington Fire Department came out of concern for arcing downed wires. I simply want to acknowledge your response and give credit for prompt restoration of power about 12:20 a.m. Our experience with your handling power outages over our 30 years of residency at that location is most positive. Your efforts are both appreciated and respected. THANKS!" -- Arlington, OH
Via mail: "We would like to express our sincere gratitude to Hancock-Wood and their amazing crew of linemen. After the terrific storm Sunday evening, we were without power. But before 7:30 the next morning our power was restored and saved the contents of our freezer. That was slightly less than 12 hours. The crew must have been working all night and replaced a fallen pole in our back yard before daylight occurred. We think that is a remarkable record and we thank you for such excellent service." -- Fostoria, OH
Via email: "I must tell you how impressed I am with your new bills. It's simple to understand, easy to read. And not a lot of unnecessary wording, details, etc. Short and to the point. The layout and printing are perfect...Keep up the good work." -- Key Accounts Member based in PA
|
