The most successful organizations are those that promote a culture of helping others before themselves. This type of approach has a number of names, from “service-first” to “others-focused,” but the intent always remains the same. It requires a consistent, top-down effort across the organization, with employees all rallying behind this single mission. While most organizations …

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According to a 2019 survey conducted by Microsoft, 90% of Americans consider customer service a factor when deciding if they want to do business with a company. It turns out “the customer is always right” is as true today as it was 50 years ago. While that theory may still apply, one big change between …

Continue reading “Top Three Benefits of Customer Service Surveys for Utilities”

With the pandemic in effect, companies in a wide variety of industries already knew that managing a remote workforce can be challenging. How does leadership maintain a strong company culture and keep employees motivated? Regardless of the industry or workforce, the main focus for successful remote work should be communication. In this post, we’ll look …

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If there’s one reason why workplace relationships matter, it’s that full-time employees likely spend more hours with their coworkers than they do with their own families. But the reality is that there are a lot of reasons why workplace relationships matter.  Including the impact on operations and productivity. In a field like utilities, partnerships and …

Continue reading “Minimizing Inter-team Friction and Building Great Working Relationships”

In its 2020 Global Trends Report, LinkedIn Talent Solutions reported that 96% of talent professionals believe employee experience is gaining in importance. The employment and recruiting-focused social networking giant defines employee experience as “everything an employee observes, feels, and interacts with as a part of their company.” At Utility Partners of America (UPA), we prioritize …

Continue reading “UPA Uses Team Building For Company Culture”

Much has been said and written about the state of America’s utility infrastructure, including by us. From its age and condition to the importance of repairing and replacing critical parts, it’s a popular topic of conversation. One of the most significant contributors to the decline of tanks, pipes, and enclosures is corrosion.

If you’re involved in a customer service business, chances are that you’re monitoring your brand’s Net Promoter Score (NPS). This score is an indication of how likely a customer is to recommend a company or product. At Utility Partners of America (UPA), we’ve built our service organization around core tenants such as safety, quality, customer …

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When it comes to conversations within the utility industry, safety is at the top of the list. It’s one of those things that has always been universally accepted as critically important. For utility leadership that wants to keep safety at the forefront, the answer can be found in proper messaging. Or in this case, building …

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Utility companies have a lot going on all at once. They generate and deliver much-needed resources like electricity, gas, and clean water. Their office-based operations like customer service and billing also play critical roles. With so many different plates spinning at one time, successful organization and preparation are the keys to ensuring nothing slips through …

Continue reading “The Importance Of A Project Plan”

There are a few guarantees in the utility industry. One of them is that every company’s infrastructure will fall victim to rust and corrosion over time. This is especially true for underground steel pipelines and exposed enclosures. While it’s OK to accept that corrosion is normal, all utilities should still have plans to prevent and …

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