Octopus Energy reposted this
The difference great people can make: literally saving a customer's life... The daughter of a customer sent us the message below. Basically, one of our engineers (the wonderful Hetty) was in a customer's home when he fell and banged his head. He wanted to shrug it off but our engineer insisted he needed to go to hospital. She ended up taking him there. It turned out he had a bleed on the brain which would likely have been fatal if not treated. I'm sure plenty other people would have done this too - but many wouldn't (remember the customer wanted to shrug it off). What made the difference was an engineer who cares more about customers than just getting the job done and moving to the next one and a company which encourages that. Usually, this is the difference between a bish-bash-bosh culture and one of quality and care - from the quality of the job to the engagement with customers about what we're doing. But on this occasion - literally life saving. I'm really proud of Hetty - but also of the team and culture which enable this degree of care. In any sector - you don't have to be "just" a "supplier" but have the opportunity to embrace customers to a much greater degree. We see it in the shop workers who go the extra mile for a customer, or the taxi drivers who take extra care with customers who need it. We see it more in smaller businesses than bigger ones - where employees are sometimes driven by KPIs to forget the wider picture or to spend extra time where it makes a difference. But culture and different management can bridge that gap. It's not always a life-saver, but it can deliver much better experiences for all customers- especially where it matters most. ❤️ And finally - another thank you to Hetty and her compassion ❤️❤️