Product Description
It is understood that not-for-profit water, wastewater, electric, and natural gas utilities are judged by multiple factors. Two dominant performance indicators are fiscal health and customer satisfaction. The chapters in this book contain 25 Key Lessons concerning the impact of credit and collections policies on revenues and customer satisfaction ratings at not-for-profit utilities. The conclusions validate some historical views, dispel other myths thought to be obvious or assumed, and contradict a few long-held beliefs. These lessons provide local officials/directors and managers with information of substance they can make use of while formulating policies and operational procedures. Lessons include prioritizing collections or service, applications for service, CDs, credit scoring, late fees, bad checks, late fees and shut-offs, plus others.
