AWWA JTMGT64420

AWWA JTMGT64420 When You'd Rather Not Talk About It: Talking with Customers about Rate Increases
Conference Proceeding by American Water Works Association, 02/01/2007

Elliott, Melissa

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This slide presentation outlines strategies to take with customers and Board members when a rate increase is needed. Topics covered include: winning over the Board; managing expectations; train employees to answer FAQs; public meetings and hearings; a word about timing; how to talk about the rate itself; percentages and comparisons; special needs customers; and, dealing with the media.