I GREW UP HEARING the saying, “If you are going to talk the talk you have to walk the walk.”
Men like my father, who was one of Palmetto Electric’s original lineman, would also express the sentiment as, “Walk it like you talk it.”
This, like various other old sayings — for example, “Actions speak louder than words” and “Practice what you preach” — epitomize the notion that “talk is cheap.”
These expressions came to mind after I received a voicemail from a member in June. This gentleman was highly complimentary of the quality service one of our dispatchers and two Palmetto lineman provided. He said that Palmetto employees displayed “absolutely outstanding responsiveness, timeliness, and professionalism.”
This, of course, is sweet, sweet music to a manager’s ears. Then, a couple of days later I got a note from another gentleman from Hilton Head complimenting us again on the outstanding service another Hilton Head crew provided to him.
I know many businesses work hard to do what they say they are going to do but, for whatever reason, miss the mark. Perhaps it’s because, as these two back-to-back member compliments remind me, they don’t practice what they preach. I’m proud to hear our employees “walk the walk” every day in providing quality customer service.
Without meaning to sound immodest, I’m not at all surprised: Palmetto has consistently scored in the top 25 percent of electric co-ops across the nation in customer satisfaction and is in the top 25 percent of co-ops when it comes to system reliability.
In August, we learned that our customer satisfaction rating is 90 — the highest we’ve ever scored. This rating comes from the American Customer Satisfaction Index, the only national cross-industry measure of customer satisfaction in the U.S.
Yet even with the high marks for customer service and reliability, hearing it in person from our members is even better. I attend meetings, functions, speak to different groups and constantly hear nothing but great comments about Palmetto Electric.