Back in February I mused on why hire me and wrote “If you’re not totally focused on the welfare of your customers, your equity holders are at risk.” Well, Tara Hunt has beautifully illustrated that concept – I unabashedly rip off her graphics here with a bit of a contextualized mash-up.
Meralco hasn’t hired me yet – but I predict they will. I may be the only consultant in the world (yes, the world) that eschews this concept of selling to Meralco:
for this view 
.
As big a corporation as Meralco is, their customers in aggregate are hugely larger and more influential and can will completely determine the future of Meralco’s profitability. There are plenty of consultants focused on taking care of Meralco’s bottom line. But what are the consequences for failing to meet customer needs?
As Tara so beautifully notes, sometimes you have to totally ignore corporate interests, technological limitations and funding concerns to get through.
Let’s try on a postulate, just for size:
N: “Your inability to meet customer service expectations in the wake of Mileyno will be the number one reason customers will leave you in droves at the first opportunity they get to select a new provider.”
M: “But we can’t afford to pass through costs for the types of infrastructure and standby services required to withstand a typhoon. Anyway, there’s only one ‘wires’ provider.”
N: “Your inability to meet customer service expectations in the wake of Mileyno will be the number one reason customers will leave you in droves at the first opportunity they get to select a new provider.”
Let’s try another one:
N: High electricity prices are quashing economic development throughout the national capital region and your ability to increase earnings.
M: We’re just a distributor of electricity. 70% of the cost of electricity is due to the generation price.
N: High electricity prices are quashing economic development throughout the national capital region and your ability to increase earnings.
That’ll be $5,000 please. You can keep the other $10 billion you saved.