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BWL Interim General Manager Hand Delivers Bill to Customer After ‘Whopper’ Billing Error

Monday, January 19, 2015   (0 Comments)
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BWL Interim General Manager Hand Delivers Bill to Customer After ‘Whopper’ Billing Error

Peffley’s focus is culture change and customer service


The Lansing Board of Water & Light’s new interim general manager, Dick Peffley, is working to change culture and be more engaged with customers.


When a batch of BWL bills were printed and mailed Thursday, January 15, new customers David and Jennifer Rice from South Lansing were accidentally sent a bill for $87,830.14. Their actual bill should have been $110.85. During regular review, this enormous bill was discovered and immediately brought to the attention of Peffley, who decided to hand deliver the accurate bill.


“Our customers are very important to us and while mistakes happen, this one was a whopper. I wanted to personally express our apologies to Mr. and Mrs. Rice for the inconvenience and hand deliver the real bill to show we care,” said Peffley, who also delivered a box of doughnuts.


Because the customers had just moved in, an estimate had been placed on the account when service was turned on. Once an actual read was obtained, it was determined to be lower than the estimate, which resulted in the appearance of a meter roll over that reflected extreme usage that never happened. The bill was mailed before the checks and balance report was reviewed that day. The checks and balance system in place was able to catch the mistake the next day before it reached the customer.


“I’m a BWL customer, too, and I want our customers to know they’re important to us,” said Peffley. “I think it’s important they know we’re paying close attention for these rare mistakes and will take immediate action to fix them when they do happen.”


VIDEO: If you’d like to watch the video of Peffley delivering the bill, visit the BWL YouTube page.


PHOTO CUTLINE: BWL Interim General Manager Dick Peffley delivers an apology, an accurate bill of $110.85 and a box of donuts to South Lansing customer Jennifer Rice because of a billing error for $87,830.14.


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