Fixed Energy Rate Tariffs

It is ALWAYS a great idea to ensure your Clients are saving the most they can, are really happy and getting the best possible service from YOU and the Company.

When it comes time for the Clients Fixed Energy Rate Tariff to end, the company has to send out correspondence (letter or email) to the Client explaining the current Fixed Energy Rate Tariff is coming to an end, what the new variable tariffs is, and that it may actually be cheaper if the client looked elsewhere.

Now, we don’t believe for one second that the company would intentionally send out such a letter which paints them in such a negative light and it is a collective assumption that it is down to OFGEM regulations in the interest of fairness to the Customer. It has been noted that for some reason (again, possible OFGEM Regulations) the company do NOT state the new available Fixed Energy Rate tariff, therefore the customer is unaware and decides to look elsewhere.

But this is where we could step in and help the Client, help the company and ourselves to retain more Clients, gain more referrals and increase the reputation of the Company.
Once the Client is within a certain time frame of the Fixed Energy Tariff End Date (normally 49 days) the Client will get the above mentioned correspondence, but they can’t change the tariff with NHQ just yet.
But we can still help with the following 2 Scenarios…

Scenario 1 (Authorised on account)

Some Clients may allow (or want) you to be authorised on their account for an extra layer of help and support. We don’t want/need our Clients to be a “Utility Genius” (that’s our Goal for referrals) and if they use our help and support for their easier life and they may give more referrals.

Example: Fixed Energy Tariff Ends = 31st March

1. Beat the Correspondence! Around beginning of February contact your Client and let them know to expect the correspondence and let them know they don’t need to worry and that you will deal with it the following month when action can be taken.
2. Once the month of March has started call NHQ and enquire what the new Fixed Energy Tariff Rates are.
3. Relay these Rates to the Client to see if they are happy to proceed.
4. If so, call NHQ back and request the new tariff be applied to the Client’s account.
5. Set 3 Tasks in your CRM to follow up:

1 – Ensure the Fixed rate is showing on the Clients account (this is normally 1 month after the new tariff has started = in our example it would be the month of May)

2 – 1st Step Fixed Energy Rate

3 – 2nd Step Fixed Energy Rate (available from the “Follow Up Tasks” page under the “Energy & LED Bulbs” Section)

Scenario 2 (Not Authorised on account)

Some Clients may want complete privacy, and that is ok, we are only there to help and assist if they want it.

Example: Fixed Energy Tariff Ends = 31st March

1. Beat the Correspondance! Around beginning of February contact your customer and let them know to expect the correspondance and let them know they don’t need to worry and that you will deal with it the following month when action can be taken.
2. Once the month of March has started encourage the customer to call NHQ and discuss the new Fixed Energy Tariff Rates are. Ideally arranging to follow up to see if they accepted the new Fixed Energy Rate
3. Set 3 Tasks in your CRM to follow up:

1 – Ensure the Fixed rate is showing on the customers account (this is normally 1 month after the new tariff has started = in our example it would be the month of May)

2 – 1st Step Fixed Energy Rate

3 – 2nd Step Fixed Energy Rate (available from the “Follow Up Tasks” page under the “Energy & LED Bulbs” Section)

Advice from 500+ Club Member, Renata Green:

“I would advise everyone act early and to contact the Member the month before the fixed tariff ends to explain to expect a Letter regarding their fixed rate tariff and that it would be good to chat in person about it so as you can ensure they’re maximising their savings. Make the appointment to see them when inside the time frame of the “Optimal request Date of New Fixed Tariff”. By then they will have, or due to receive the letter regarding new tariffs.

So for example if the Fixed Tariff finishes on 30th September 2019 I would contact customer at the end of August 2019 to say that they will/or already received a letter regarding the new tariffs but actually we could look at the next Fixed Tariffs as they may be cheaper.

“Could I come/call you first week in September to give you some more options?”
If the Member calls Head Office after the 30th September 2019 (ie 1st October 2019) then the new tariff will be applied from the 1st November 2019 so the member would be on variable for all October.
I would see them and do a Bill Review of all services and maybe check how they use CashBack Card, Online Cashback, Gourmet, Mobile Phone usage… etc”