 OUR TAKE -
Slow Crawl Toward the Truth
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If the English language made any sense, a catastrophe would be an apostrophe with fur.
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Doug Larson
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Yesterday, I highlighted a crisis of trust as California utility company PG&E seeks to restore confidence in its smart meter rollout. It has been reported that the company initially denied the problem, then said it was limited, and finally acknowledged it was a big problem. They did offer a public apology - read the story and view the press conference.
The effort to restore faith in the program and the company may be larger than the company realizes. Why? While going public is a good first step, it appears they went on the record only because they were required by the governing state commission. They seem to be chasing the situation rather than getting out in front of it. It's never a good thing when public officials like Senate Majority Leader Dean Florez, D-Shafter, chairman of the Senate Select Committee on the Smart Grid, characterize the utility's latest disclosures "more as a slow crawl toward the truth."
When something goes wrong with the customer experience, an organization can either get ahead of the problem or chase the problem.
Is your organization's culture one to get ahead of the problem or destined to a slow crawl toward the truth? What's your take?
Gary Lemke, Publisher
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