When a transformer failed at a retirement community, our crews went into action. Even though the equipment wasn’t our responsibility.
When a transformer failed at a retirement community, our crews went into action. Even though the equipment wasn’t our responsibility.
Alexian Village is a retirement community overlooking the spectacular Tennessee River canyon, from high atop Signal Mountain – and one of the few EPB customers who own all of the power equipment on their property, from the poles to the equipment outside individual apartments and homes.
But when a transformer failed, and no company in town had a replacement, we did not want the residents to have to wait.
Our Fiber Optics division found out about the situation first, and alerted Operations. We dispatched a crew to restore service as quickly as possible – and when they arrived, the residents were in the yard, watching and waiting. When power came back on, they applauded the linemen for their efforts!
Thanks to this outstanding example of customer service, the management team at Alexian Village praised EPB to their parent company. Our teams went “above and beyond,” they said, in responding to the outage.
This level of service, they argued, was indicative of EPB – not only how we treat customers, but our character, what kind of company we are. Why would they not want to work with such a company, at every opportunity?
The parent company agreed! And so, within weeks, Alexian Village agreed to transition the video, telephone and Internet service for the entire campus to EPB Fiber Optics.