Customer concerns: Promises must be delivered

A politician's relationship with the electorate mirrors that between companies and their customers, says Jo Causon.

Votes may have been cast and counted, but with the long-term impact of the general election uncertain as I write, questions will remain about the effect it will have on the utilities sector.

Had either one of the main parties won a majority, their pledges to commission an independent review into energy costs or support renewable energy projects may have been easier to act on, but now commentators are debating whether there is sufficient strength in numbers to carry through manifesto pledges.

This matters because voters’ expectations – like customers’ expectations – are driven by real experiences and the desire to see a promise fulfilled, meaning the sector will be watching to see how politicians respond to the country’s energy needs.

A politician’s connection with the electorate is mirrored in the relationship between any organisation and its customer. When someone buys a product or service, they have every right to expect a professional service, for organisations to listen to their needs, and for them to act accordingly. The same goes for politicians; for them, customer service means delivering on a promise, or in the case of a hung parliament, finding a way to make things work for the benefit of the voting consumers.

In a world where ­collaboration is becoming far more ­important to customers and citizens alike, the more we can genuinely engage and reach out, the better. Now it is up to politicians on all sides to find an effective way to deliver.