The secret to building community support for rate increases, policy changes, or your next water project could be communication.

Too many water systems deal with a problem of “out of sight, and out of mind.”

Thanks to a modern water system buried deep beneath the ground, most Americans have access to water without having to think much about it.?And as?a result, some have been able to take the water they have for?granted.?

It doesn’t help that 3 out of 5 utility customers haven’t heard from their water provider in the past year.

For decades, water providers have been ok being silent deliverers of water, but circumstances are changing.

Warming temperatures, growing populations, aging infrastructure, limited funding, and water quality concerns all contribute to a complicated challenge of modern day water storage and delivery.

Today’s water providers have to rely more than ever on the support and trust of their users to fund infrastructure improvements, rally around conservation efforts, and maintain confidence during contamination events or mainline breaks.

In an industry where the majority of assets are buried beneath the ground, gaining customer support, trust, and confidence requires a proactive strategy with lots of communication.

Because can we really blame the public for their disapproval and skepticism if the only time they hear from their water provider is when something goes wrong or rates are about to increase?

Yoppify’s five rules for successful community engagement can help water providers create community advocates while also improving customer relationships and trust. Get started with a quick self-assessment of the following rules:

Rule One: Get Your Contacts in Order

The number one barrier that stops water providers from successfully engaging with customers is outdated and missing contact information. If you don't have a phone number or email address for each of your customers, timely communication can be a challenge—especially during emergencies when notices can't wait for the next utility bill. Getting your contact list in order will allow you to reach customers, using the channels they prefer, when it matters most.

Rule Two: Plan in Advance

When you anticipate customer needs and questions, you can be proactive about starting conversations. And when you provide customers with the information they need, they will start trusting you to be open and transparent. Identifying risks that your organization faces, is one of the best ways to know where to focus when preparing for unplanned events. There will always be a few surprises, but with a little planning, you can be miles ahead when it comes to starting and engaging in conversations with your customers.

Rule Three: Prepare for Delivery

When you need to reach thousands of customers within 24 hours, are you equipped to do it? Any water provider that serves more than a few dozen customers should consider investing in tools for mass notification. After all, your message doesn’t matter if you can’t get it delivered.

Rule Four: Make it Easy

Your residents want the same level of service from you that they get from today’s modern retailers. Delivering on expectations with chat and texting features can satisfy customers while also providing easy ways for you to interact that require less staff time, cost, and individual attention.

Rule Five: Show your Value

Trust is built with every successful interaction. You want the public to notice all of the good things you do for your community and NOT just the times when things go wrong. By sharing your ups as well as the downs, your customers will start to recognize the full role you play in their community. Water providers that invest in communication show their communities that they are invested in the people that makeup that community. And that is something that won’t go unnoticed.