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Title: Charge Policy For Customer Service
Author: Howard P. Yeager
Source: American Gas Association 1973
Year Published: 1973
Abstract: The Providence Gas Company in Providence, R.I., is a publicly-owned gas utility over 125 years old. The company serves 103,000 customers and had a sendout in 1971 of over 12,000 million cubic feet of gas. In February 1972, faced with increasing numbers of customers, increased service demands, and technically more difficult service requirements, Louis R. Hampton, President, requested that steps be taken, as soon as possible, to revise the companys charge policy for service. It is important to understand that for years the company has given free service on everything except procurement and installation of appliance parts. The changeover to a full charge policy was difficult and required very careful planning. Our customers were not only used to free service but our employees. salesmen. servicemen. and supervisors were deeply orientated to this freeservice concept.

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