The most recent episode of the Energy Central Power Perspectives Podcast leaned into a unique aspect of the Customer Care topic to highlight how municipal power agencies can provide care to member utilities, who can then in turn provide even greater care to their end customers. Specifically, this episode featured Jody Finklea, General Legal Counsel and Chief Legal Officer at Florida Municipal Power Agency (FMPA), and Jody Young, City Manager and Finance Director at the City of Bushnell, discussing the ability FMPA provided Bushnell as it expanded the city's electric customers by 50%.
Small-town utilities like Bushnell don't always have the resources to provide expansive and cutting edge programs on their own, but with the assistance of FMPA they were indeed able to institute changes that enhanced system reliability, keep costs low, and provide personalized and modern care to their customers. Podcast host Jason Price and producer Matt Chester are guided by Jody Finklea and Jody Young along the timeline of how this transformation was able to occur and what unique propositions the wholesale power agency brought Bushnell:
Some of the things that we implemented during the pandemic were recommended to us by FMPA as a way to help us manage the pain points that we might feel with our customers. We definitely want to put them first. Our motto here is committed to the quality of life. That is definitely one thing that we believe in, and we put first and foremost. Our customers and our residents mean everything. Their happiness with the city as a whole, and their satisfaction with us, is most important. We really focus on customer care and the individual attention that we can provide to all of our customers.
Jason, from a customer care perspective, I want to say that I think that this is something that any wholesale power provider can do. Every wholesale power provider's got accounting folks, and legal folks, and engineering folks, lots of engineering folks. These services can be a great complement to the wholesale power you sell. That's a commodity, but the services build relationships, and relationships are something that builds revenue and that provides an opportunity to truly make a difference for customers.
This entry into the podcast, like all of the series episodes, can be found on all major podcast outlets, including iTunes and Spotify, or it can be listened to directly on the Energy Central platform. Give it a listen and share your reaction in the comments.
Episode #39: 'Wholesale Power Agency, Small Town Utility, and the Power of Working Together’ with Jody Finklea of FMPA and Jody Young of the City of Bushnell [an Energy Central Power Power Perspectives™ Podcast]
About Energy Central Podcast Series:
The 'Energy Central Power Perspectives™ Podcast' Series features conversations with thought leaders in the utility sector. At least twice monthly, we'll connect with a Power Industry Leader to discuss compelling topics that impact utility professionals. Some podcasts may be a continuation of thought-provoking posts or discussions started in the community by an Energy Central Community Member. Others may be with an industry leader interested in sharing their expertise and doing a deeper dive into hot topics or issues relevant to the industry.
If you want to be a guest on a future episode of the Energy Central Power Perspectives™ Podcast, let us know! We'll be pulling guests from our community members who submit engaging content that gets our community talking, and perhaps that next guest will be you! Likewise, if you see an article submitted by a fellow Energy Central community member that you'd like to hear about in more detail, feel free to send us a note to nominate them. To contact us, email firstname.lastname@example.org. Podcast interviews are free for Expert Members and professionals who work for a utility. We have package offers available for solution providers and vendors.