Many times as metermen and as lineman we have to have conversations with the customers of our utility. When dealing with the public it is important to remember a few things. If you are able to remember these things whenever you are dealing with the public, your conversations and your situations are bound to go much more smoothly.
Be Polite
The first rule to dealing with the public should go without saying but it is to be polite. I know that there are times when a customer is irate. They are yelling and cussing and sometimes you just want to yell back. But, this will only make them more angry. Be polite and courteous, use your yes sirs and no sirs and be respectful. Many times we do not know what customers are going through. Most of the time they are not mad at you. They are most of the time going through something and you are just there for them to vent, which leads to my second point.
Listen
When dealing with the public, espescially for a high bill complaint, one of the best things to do is listen. This can be difficult for some of us but many times if the customer has gone to the trouble to request a field visit they want someone who they can talk to face to face. They are tired of talking with people on the phone and they just want someone there to listen. Listening carefully to the customer can also help you solve their problem more quickly and efficiently.
Do your Homework
When dealing with the public it pays to have done your homework. Now, I am still referring to dealing with the public as if you were working for and electric utility but this really works for any utility or industry as well. When you are going out to someone’s property or place of business you need to be prepared. Look over their bill history, see how many times they have called in the past, talk to a few of the people in the office and see if there is anything that you should be aware of before you head out. Look in the notes in the computer system and see if there is anything that you should know ahead of time.
When dealing with the public, this will show the customer that you care about their case and it will go a long way in easing some of their stress.
Best Practices for On-Site Customer Communication
When dealing with the public, you also need to try to empathize with the customer. Try to show them that the company cares about them and the company is not out to get them.
I cannot tell you how many times I have had customers say of the craziest things about the utility. There are people out there who actually think that the utility would single them out and make their bill higher than everyone else. They do not believe that it could be their fault. When dealing with the public it is good to know your companies policies so that you can explain them to the customer.
Standard Escalation Protocols for Hostile Homeowners
What do you do if you cannot calm a customer down or you feel threatened? When dealing with the public as a meter tech or as a lineman, most of the time we are on the customer’s property. If at anytime the customer threatens you or you do not feel that you can resolve the situation, my advice is to leave the property. Advise your superiors of what has transpired. This way they can be ready to deal with the phone call from an angry customer. If the customer asks for your bosses phone number or contact information then give it to them freely and leave the premises.
Maintaining Professional Appearance and Uniform Standards
Finally, we need to remember that when we are dealing with the public that we are ambassadors of our company. When they see us they see the company. We need to be dressed neatly. Now this does not mean that we have to wear a suit and tie. This means that we need to tuck in our shirts from time to time. Also, if you have a company uniform, wear it. This gives you credibility in the customer’s eyes. If you have an identification badge the show it to the customer or wear it so that it is visible. If you have a company vehicle, park it so that it is visible.
De-Escalation Protocols for Cut-Offs & Disconnects
Executing non-payment disconnects or service cut-offs is one of the highest-risk interactions a field technician faces. When approaching a property for a disconnect, maintain a calm, non-confrontational tone and avoid arguing over billing disputes, as field personnel rarely have direct control over account balances. Clearly inform the customer of the work order requirements, direct them immediately to utility customer support options, and never physically position yourself between an irate customer and their service equipment.
Navigating High-Risk Access Issues
Securing safe access to electric meters requires assessing property hazards before stepping out of your service vehicle. Always check for signs of unrestrained animals, padlocked gates, clear property line postings, or unsafe physical obstructions surrounding the meter socket. If an aggressive pet or hostile resident prevents safe access, log the condition in your work management system with photo documentation rather than forcing entry, ensuring both technician safety and compliance with utility access policies.
Explaining High Bills On-Site
When responding to high-bill complaints or meter verification requests, communicate bill details in plain, easy-to-understand terms. Walk the homeowner through basic diagnostic checks, explaining how disk revolutions on electromechanical meters or digital pulse indicators on smart meters correspond directly to active load inside the home. Demonstrating basic field verification tests builds customer trust and helps rule out common causes like malfunctioning heating systems or stuck loads before initiating formal meter shop testing.
Personal Safety & Knowing When to Walk Away
No utility asset or routine meter reading is worth compromising your physical safety. Technicians must recognize immediate threat indicators—including verbal abuse, physical posturing, brandished weapons, or unsafe property conditions—and disengage immediately. If a situation escalates beyond reasonable communication, retreat to your service vehicle, drive to a safe off-site location, and immediately notify dispatch, your direct supervisor, and local law enforcement if necessary.
Dealing with the public can be difficult sometimes. But it can also be rewarding when you can help solve someone’s problems.
Use these tools next time you have to deal with the public. You will see that your customer service skills will have dramatically improved.