We converse to round 40,000 prospects a day and do our greatest to offer each buyer easy, thoughtful and proactive assist. Being there for thus many individuals takes an enormous quantity of labor from throughout our staff: however a lot of the credit score has to go to our unimaginable power specialists, who work tirelessly and go above and past to assist our prospects.
Once you have a look at that greater image, it is simple to overlook that each single a kind of 40,000 contacts is a person-to-person dialog.
We remind ourselves by a Slack channel known as Be Form. It is an countless feed of particular moments: from pretty messages from prospects to nameless tales the place a colleague has carried out one thing actually particular to assist a buyer or teammate. I wished to spotlight just some particular tales showcasing a few of our great staff and wonderful prospects to share the moments that actually matter.
How Anne brightened up Jack’s 2nd birthday
Daily we converse to prospects going by probably the most tough of circumstances. There isn’t any one dimension matches all strategy to how we may also help. As a substitute, our gifted, compassionate staff have the liberty and assist to assist prospects nonetheless they assume is greatest. We’re so happy with Anne for going above and past for Julie, and discovering a solution to brighten up Jack’s birthday too.
Right here’s what Anne needed to say about it trying again:
I used to be actually actually completely happy to have the ability to ship a present to Julie, she was so pretty in her emails and when she talked about it was her son’s 2nd birthday I knew the cuddly Octopus can be the right present! I like that we’re given the autonomy to do these little issues for purchasers that assist brighten their day!
Fixing the cracks with engineer (and generally tiler) Graham!
Graham is considered one of our super-smart, smart-engineers. He visits prospects’ houses every single day to put in good meters, EV chargers and extra. He tells the story of 1 notably particular job right here:
Certainly one of our engineers needed to take away the field to suit the good meters, however the high had been glued to the tiles, and as he tried to take away it, a few of these tiles cracked. The following day I went again with my colleague Jedd Williams and we changed the tiles and re-grouted.
It was coming as much as Easter, so we additionally left some Easter Eggs, and a few little fluffy Octopus’ as nicely! We left with one very completely happy buyer and a extremely nice feeling of job satisfaction!
We attempt to remodel disconnected, irritating processes into one thing dependable, partaking and outrageously good. We arrange Octopus Vitality Providers, our bespoke squad of gifted octo-engineers, to keep up the identical ridiculously excessive customer support requirements after we’re visiting individuals’s houses.
You’ll be able to learn extra about our superior engineers on our weblog with all-star engineer Zoe, and why not discover out precisely what makes our good meter installations so magical.
Speaking by the necessary bits with Olivia and Amina.
All of us need to lower your expenses on our payments, however it isn’t all the time straightforward figuring out learn how to. That’s why we all the time make a degree to let our prospects know precisely what they’ll do to economize and be power environment friendly (take a look at some suggestions right here).
Right here, a buyer reached out to considered one of our Ops Members, Olivia to debate power saving suggestions which she was more than pleased to supply. The shopper then requested for considered one of our Constantine dolls to be despatched out, which we do usually as they’re fairly lovable and very fashionable. The shopper left this glowing assessment after his pretty chat with Olivia:
I had a fast chat with Olivia, who remembers this alternate fondly:
These are the types of conversations I’ve all day lengthy, and I attempt to present this degree of care to all the shoppers I converse to. It wasn’t something out of the odd, which is why this assessment means a lot. I had carried out precisely what I do usually, so it was pretty to be acknowledged and thanked for that. When prospects attain out on this solution to thank us for our every single day service, it means we’re actually making a distinction and serving to individuals in a giant manner.
The shopper even despatched me lovable photographs of his cats which I simply cherished.
Hodo’s month-long battle by power forms to assist Rowena change.
The power business is completely reliant on a shared database, storing meter info for each residence within the nation. It’s tremendous frequent for suppliers to not replace it correctly resulting in fiddly, advanced points whenever you change. The one solution to repair them? Discover a consensus between the database, the previous provider, and a lot of different creaky third events which might simply take months.
Vitality specialist Hodo rose to the problem when Rowena’s change to Octopus was blocked as her provider had her incorrect particulars recorded on the Nationwide Database. As a basic rule, this is a matter the opposite provider has to repair however Hodo determined to go above and past to assist the client by correcting her particulars so she might full her change.
Wanting again, here’s what famous person Hodo needed to say:
I had a whole lot of sympathy for the client as she was going by a extremely arduous time with a number of power suppliers. It was a wiggly, sophisticated course of however I used to be tremendous completely happy to have the ability to assist the client.
Sadly, simply as this course of was accomplished, one of many suppliers knowledgeable the client that they had cancelled her total fuel account in error. This began a weeks-long course of to get the difficulty resolved, however fortunately the client is now a really completely happy member of the Octopus household!
Her assessment was actually touching as I might inform it got here from the guts, and he or she actually meant it. She was so pretty and affected person all through, and I used to be thrilled when she was lastly in a position to be a part of us!
Having the tough conversations.
With the power disaster and rising costs throughout the UK, we all know many individuals are experiencing monetary difficulties. When this occurs, we would like individuals to know we’re all the time there to lend a serving to hand.
On this case, a buyer reached out to Larisa, clearly in misery as she was experiencing some monetary difficulties. Larisa rapidly made it clear to her that we might be more than pleased to place collectively a debt plan that works for her, and that we had been there to assist her (if you’re experiencing monetary difficulties, please do attain out to us).
That is what Larisa needed to say in regards to the shifting alternate:
I might actually cry proper now, simply desirous about it. The shopper was actually sad initially of the decision, and I’m actually completely happy I used to be in a position to flip it round and ensure she was completely happy by the top of the decision. I answered all her questions and added some credit score to her account to assist out, because it’s necessary to supply helpful, sensible assist.
We spoke for a very long time about household and it was a extremely lovely, emotional dialog. As she had gone by some tough private issues, I made a decision to ship her some flowers to cheer her up. I included a card reminding her that we’re there for her, and to remain robust. I used to be extremely touched once I learn her assessment – it actually made my day.
Armin and Jack assist a buyer by a medical emergency.
Right here, considered one of our great operations staff members bought a name from a buyer who was clearly unwell. The shopper requested for an ambulance, and our staff rapidly mobilised, with one staff member protecting the client on the cellphone and one other calling an ambulance to his handle. It was all fairly worrying, however fortunately the client was wonderful and nicely, and assist arrived rapidly!
These tales aren’t the exception. They’re the rule: only a handful of examples to indicate you the actually wonderful stuff that occurs 1000’s of occasions every single day.
Searching for purchasers is a lot greater than the occasional large gesture, or emergency service. While that can also be tremendous necessary to us, we would like prospects to know they’ll anticipate a fantastic service each dialog with us.
So on high of all of the actually particular stuff, listed here are the sort of issues we do every single day:
We discover that it isn’t simply our constantine toys that deliver smiles – generally it takes crayons and a colouring guide when meter appointments coincide with a very hectic day. As part of our modern Octo-kids initiative, these colouring books assist children perceive inexperienced power by playful illustrations.
Houses going off provide and different emergencies are uncommon, however we perceive how traumatic they’re once they occur. That’s why our emergency groups and engineers work around the clock (weekends and late nights included) to make sure that your house stays heat and well-lit. On common, all queries despatched to our emergency@octopus.power electronic mail get picked up inside a median of 45 – 90 seconds – so that you’re not left at nighttime about getting again on provide.
Right here is a superb electronic mail from a buyer and brand-new mother, who our engineers helped get again on provide.
Enjoyable Truth: Olivia bought this assessment from a buyer when she was 2 months into the job, and now she really does practice different Ops members!get in contact
It isn’t simply in regards to the occasional large gestures; it’s about being there to pay attention and assist, day in and time out.
We’ll all the time be right here to do this. After all, we do not get it proper 100% of the time – we’re people so cannot be good. If we have ever bought it incorrect for you, get in contact and we’ll work tirelessly to assist make it proper.
