With decades of experience in public power customer service, Scott Mullis of Greenville Utilities Commission has helped countless customers and employees—and learned a lot along the way. For example, on a panel at Connections Summit earlier this year, he said, “Listen to your customers. Listen to their complaints. There might be ways to do things better.”
Scott’s retiring on June 1, and we couldn’t let him go without sharing more of his hard-won wisdom.
First, some background. Scott began his career as a meter reader with Florida Power & Light in Delray Beach before moving into a financial analyst role in customer service. In 1996, he relocated to North Carolina to join GUC, where he worked his way up to Director of Customer Relations. Along the way, he’s seen the job from every angle, understanding both its rewards and its challenges.
Now, let’s hear from him.
What accomplishments in your customer service career are you most proud of?
I’ve enjoyed helping our customers over the years, whether that’s sharing tips to lower their utility bills, troubleshooting issues at their homes, or granting an extension during a financial crisis. Helping people when they need it most is something I’m grateful to be part of at Greenville Utilities. I’m also proud of the community outreach efforts I’ve supported, including the Neighbor to Neighbor program, fan giveaways for seniors, and our blanket giveaway at Christmas. Those efforts have raised more than $850,000 for heating assistance in Pitt County. I’ve also enjoyed the challenge of supporting utility restoration efforts during hurricanes like Florence, Irene, and Matthew.
What challenges have taught you the most about patience and empathy?
It is sometimes difficult to delegate tasks you enjoy doing or are proficient in completing. But doing so will pay dividends down the road as you create a team that’s not dependent on you to succeed. Working with customers who are experiencing financial difficulty is a challenge, and those situations provide opportunities for you to make a difference.
What advice would you give customer service professionals on maintaining work-life balance and prioritizing their well-being?
It’s important to physically and mentally get away from work after hours. This has proven to be much more difficult with the ability to access emails and social media content 24 hours a day. I have found it very helpful to find a hobby or activity that will help me take my mind off the stresses that come from dealing with the public.
Beyond that, what other advice would you share?
To create a successful customer service organization, you have to hire the right people, give them training, and then give them the space to succeed. Don’t micromanage. I have found it important to hire staff members with a positive can-do attitude. Customer situations are stressful enough outside of employee issues. So, be involved in the hiring process. I try not to say the word “no” when dealing with the public. Instead of “I can’t give you until Friday to pay your bill,” try, “I know if the bill is paid today or tomorrow, you’ll be fine.” Don’t say “cutoff.” Say “service interruption” or “The service interruption is scheduled for tomorrow.”
Share a memorable moment when your efforts made a significant impact on a customer or team member.
I’ve had a number of customers who years ago were struggling to pay their bills that now have found their financial situation much better. Many of these customers often thank me for helping them during those difficult times. As a manager, try to create opportunities for your customer service staff to have successful outcomes with customers.
What lessons from your customer service experience will be most valuable in your next chapter?
I will continue to serve my community in various charitable ways. Having worked in my capacity has provided an opportunity to create relationships that I can lean on with these various charitable endeavors.
There you have it! Scott, thank you for all you’ve done for your customers, your staff, and public power. Your work and the impact you’ve had will keep us shining for years to come!