When doing a business review, one of the questions I ask is, does the utility leave a door hanger when disconnecting a customer for non-payment? During a recent business review, one general manager related a harrowing story of precisely why I recommend against this practice.

This utility had to disconnect a particularly difficult customer, so they sent several staff members. They were greeted by the customer wielding a shotgun, who proceeded to hold them at gunpoint until the sheriff was called and arrived. The customer was arrested, ultimately convicted, and sentenced to jail time. But not before the utility staff had to testify in court and relive the whole experience.

Preliminary survey results

One of the questions asked by the Utility Fee Survey since 2017 is “How do you notify accounts that have been cut off for non-payment?” As I’ve begun to analyze the results of the 2025 Utility Fee Survey (there’s still time to participate if you haven’t already!), I wondered what the trend is regarding leaving door hangers.

Every year, “We don’t notify them” has been the top response. However, a number of utilities still report leaving a door hanger. More than I’d like to see, to be honest. The good news is, since 2019, there has been a downward trend in utilities leaving a door hanger, as shown in this graph (clicking on the image will open a larger graph in a new window):

Not just a hypothetical

When compiling a business review report, one of my recommendations for utilities that leave a door hanger is to discontinue doing so. This is usually based on the hypothetical angry customer, but for this utility, it was a reality, not just a possibility.

Every utility has angry customers, and some of them may become violent. But until this recent business review experience, I hadn’t heard of any first-hand accounts. So now, when I recommend not leaving a door hanger, I have more than just a hypothetical scenario to base it on.

Are you doing things you shouldn’t be?

Are you leaving door hangers or, possibly doing other things you shouldn’t? If you’d like to find out, please call me at 919-673-4050 or email me at gary@utilityinformationpipeline.com for more information about how a business review could be of assistance.

© 2025 Gary Sanders