Tropical Storm Irene Customer Feedback

We at PUD feel honored to work for our customers, who rely on our efforts in providing the precious resources of electricity and water to your homes. Hurricane Irene presented us with an incredible challenge, and I couldnÕt be any prouder than I am for the response of our operations and office staff to the recovery effort to bring our customers back on line as quickly as possible.

 

During and after the storm, I received many emails like the samples below expressing appreciation for the heroic efforts my staff went through. I have never before worked with a team with such a singularly focused attention to customer service.

 

We at PUD want to thank you from the bottom of our hearts for being so patient with us during this process, and for expressing your appreciation to our staff members.

 

Mike Kirkwood

General Manager/CEO

 

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From: Lamoureux, Michael

Sent: Tuesday, August 30, 2011 3:58 PM

To: Michael Kirkwood

Subject: Great job!

 

Hi Mike,

 

I wanted to send a quick note to recognize the great efforts of the Pascoag Utility team to clean up the mess that was left by the storm this weekend. I have witnessed their efforts first hand since the beginning of the storm as they have worked tirelessly to clear trees and restore power lines on Camp Dixie Road. While we still do not have power at this time I know that it is not due to the efforts of Pascoag Utility. I was amazed when I came home from work yesterday to see that all lines had already been repaired on our road. This was no small feat considering the amount of damage that was sustained.

 

It is always a challenge when people go without power for an extended period of time and I wanted to be sure that your team knew that their efforts were appreciated. Even though the crew has been working extended hours they continue to show a sense of pride in their work. It has become a rarity for us to lose power in our town and we have grown accustom to the quick response when we do. The fact that the major damage has been repaired and that you are waiting for power to be restored to the substations is a major accomplishment. Our small town would rival some of the larger districts IÕm sure!

 

Thanks again,

Mike

 

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From: Gabrielle Abbate

Sent: Monday, August 29, 2011 12:43 PM

To: Michael Kirkwood

Subject: customer service

Dear Mr. Kirkwood,

 

The sign of a great manager is reflected in his/her employees’ customer service skills.. you must be great at what you do…I just spoke with Desarae Downs in your office and she was wonderfully sweet, kind, and patient. I felt guilty calling during such a busy time but I required some information reading Pascoag’s power challenges in order to make some scheduling changes at work and at home. Desarae may not have had all the answers (since no one really does at this point) but she certainly treated my call with respect and patience and offered me as much in-depth information as possible. It’s challenging times like this that show a person’s worth as employees and community residents. Desarae represented Pascoag Utilities with honor and care…I thought you should know that I recognize that your leadership of your staff is allowing them to reach some really high customer service standards. Thanks for that…take good care during this hectic time.

 

My best,

Gabrielle Abbate

 

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From: Judy Boucher

Sent: Monday, August 29, 2011 6:33 AM

To: Michael Kirkwood

Subject:

 

Tree on wire over st. At 305 brook rd. Any estimate for our power on? Thx 4 all u and the crew do.

 

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From: JENNIFER NINO

Sent: Wednesday, August 31, 2011 1:10 AM

To: Michael Kirkwood

Subject: Thanks!

 

Can’t say enough about the service we received during this storm. I am so glad I live in Pascoag and have a utility companythat is local and cares.

 

We have a 1,000 foot driveway and you knew and took care of the fallen trees even beforeWe knew they fell across the lines.

 

After the 1st bunchwe knew 1 more was going to go. Sure enough it did but you all had it cut beforewe evenknew it did.

 

The 1st pole at the end cracked, my husband said to dig up my plants that I have around it if I wanted to save them. Next time I looked. New pole laid down next to it, old pole temporarily “fixed” and half my hostas nicely placed to the side. Who does that? Apparently Pascoag Electric. Where else would we get such service from a utility company? No Where.

 

Thank you so much for all the hours you put in to give us power again in Pascoag.

 

The Nino/Phillips Family

 

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From: PATRICIA TATRO

Sent: Wednesday, August 31, 2011 9:44 PM

To: Michael Kirkwood

Subject: thank you.

 

just wanted to say thank you for all the hard work from the entire PUD for getting our power restored!

 

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From: Lagesse, Gerry

Sent: Thursday, September 01, 2011 8:29 AM

To: Michael Kirkwood

Subject: Hurricane Irene

 

Hi Mike

 

I live on Camp Dixie rd and I just wanted to say how impressed I was at the amount of work you crews got done on Monday to restore our power. I am a 25 year veteran in running multi million dollar construction projects and it takes a lot to impress me. Pascoag electric should be commended for all there hard work. It is nice to see a little over time but hours like your personnel have put in this week has nothing to do about money.

 

Thanks you and you people for a job well done.

 

Gerry Lagesse.

 

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From: George Howard

Sent: Thursday, September 01, 2011 11:19 AM

To: Michael Kirkwood

Subject: HURRICANE IRENE

 

hats off to you guys & girls at pud. your response was outstanding which i knew it would be. every contact i’ve had with you for 30 yrs has been that way. nothing seems to phase you people. you just gut it up and get the job done, from the linesmen, tree guys to the office staff. that starts at the top, but tricles down and it has. ran into a few grumblers, they probably complain about the bill too. they can always move to where they get serviced by NATIONAL GRIDLOCK!!!! sleepy little town! what are we doing with the best electric company in new england? eat your heart out, prov.

 

george howard

 

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To: Michael Kirkwood

Subject: THANK YOU

 

Mark Genereux of Colonial Road, Harrisville called to say thank you.

 

He has personally thanked the men as he sees them on the road.