In the last issue, I wrote about repayment plans. The best way to avoid setting up a payment plan for a delinquent customer is to ensure they pay on time. For elderly or ill customers who might forget to pay on time, one option is to offer third-party notification.
Third-party notification, as the name implies, adds a third party to the mix, in addition to the utility and the customer. This third party could be a relative or a trusted neighbor who ensures the customer’s bill is paid on time.
Duplicate copy of the bill
If your billing software allows you to (and if it doesn’t, it should!) send a copy of the bill to a third party, this is the most common form of third-party notification. Ideally, this is an email or other electronic notification, which avoids the cost of printing and mailing another paper bill.
Pre-disconnection notification
Another way some utilities take advantage of third-party notification is to call or text the third party while they are reviewing the cut-off list. This gives the third party a heads-up just before the customer is disconnected and provides an opportunity to pay.
Avoid embarrassing publicity
No one wants to be on the 6:00 news (do people still watch that?) troubleshooter segment, or worse, all over social media, because they cut off a critically ill customer. Offering your customers third-party notifications is a way to be proactive and avoid negative publicity.
I’m trying something new
Starting next week, I’m opening my calendar for free 20-minute consulting appointments. Have a billing issue you’re stuck on, a software selection question, or something you’d like a second opinion on? Bring it, and I’ll help however I can in the time we have.
Spots are limited and first-come, first-served, so click here to book your slot.
Do you need help with customer service options?
If you don’t offer third-party notification, or are unsure of other customer service options to offer, these are some of the things I can advise you on after completing a business review. Please give me a call at 919-673-4050 or email me at gary@utilityinformationpipeline.com if you would like more information.
© 2026 Gary Sanders