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Mike McGill has spent his entire career as a communicator, having served as a leader in journalism and public relations. Before founding WaterPIO, a communications firm specifically aimed at helping water and sewer operations, he served as a Director of Communications and Customer Service for water utilities for a dozen years including Chief Communications Officer for Cape Fear Public Utility Authority in Wilmington, North Carolina; Director of Customer Relations and Communications for Loudoun Water in Loudoun County, Virginia; and Public Affairs Coordinator for the Washington Suburban Sanitary Commission (WSSC), a utility that serves nearly two million people in the Washington, DC Area. Mike is a graduate of Syracuse University and began his career as a news producer in CNN’s Washington bureau, and as the News Planning Editor for WUSA-TV in Washington, DC.
Top Takeaways:
[57:48] Capture your “gee-whiz” moments. Mike talks about how he turned a main break into a positive front page highlight of employees.
[19:24] The 2018 JD Power Water Utility Residential Customer Survey showed that even a modest commitment of time and resources will get you an exponential benefit.
[52:52] The importance of building relationships doesn’t only reside with the water provider/customer relationship. The most important relationship is between the communicator and the water provider staff so they understand what your ultimate end goal is–to protect the integrity of the invaluable service they provide to the community every day.
Resources:
https://www.amazon.com/gp/product/1400064287/ref=as_li_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=1400064287&linkCode=as2&tag=theh2duo-20&linkId=8dc43dbf7d820b55c79565f90d7ea3a5 (Made to Stick: Why Some Ideas Survive and Others Die) – By Chip and Dan Heath
https://www.amazon.com/gp/product/1501147765/ref=as_li_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=1501147765&linkCode=as2&tag=theh2duo-20&linkId=376c1e6b082fa0b27b581f36658c06c3 (Power of Moments) – By Chip and Dan Heath
Rogue Water’s https://medium.com/@roguewater/an-open-letter-to-erin-brokovich-f17835de332a (open letter) to Erin Brockovich
Sponsor:
https://www.theh2duo.com/mastermeter (Master Meter Inc) delivers game-changing results for you across Finance, Customer Service, and Utility Operations. They offer an array of products to meet your utility’s needs. Check out their free ebook on financing smart water solutionshttp://water.mastermeter.com/the-essential-guide-to-financing-smart-water-projects?__hstc=6103788.f03d2f8a133aa3e4d2ccf03cb7dc7f64.1514478942066.1514574040855.1516406742564.5&__hssc=6103788.4.1516406742564&__hsfp=82336232 ( here. )
Show Notes:
[5:30] The story how Erin Brockovich brought Water PIO and Rogue Water together
[11:00] “We’re the defenders of public water.”The good people who work in water, they’re public servants and they don’t do it for the glory. They deserve to have their stories told and their actions defended.”
[18:00] How communication is the key building block to establishing trust.
[19:24] JD Power 2018 Water Utility Residential Customer Satisfaction Survey insights. “It’s not rocket science. It’s about building relationship with your customers through communication.”
[20:36] “A modest commitment of time and resources will get you an exponential benefit.”
[21:25] Using your SWOT to plan your communication strategy.
[24:21] Using communication as a tool to gain support for what needs to be done in the future.
[24:40] “You really do have to explain that water is a product. You don’t just drink what falls from the sky.”
[25:50] Educating your elected officials is vital for them to understand rates.
[28:48] On treating the press like an ally and not the enemy. “It’s basic human nature. If...
