Service Review: LG&E

[editor’s note: one of our service evaluators is so passionate about his work that he voluntarily wrote this to express his gratitude for a tremendous experience with LG&E. Note the hallmarks of great service; it’s effective, personable, proactive, and fun. Sort of like the evaluator himself.]

Upon returning home after work one night, we noticed our kitchen reeked of natural gas.  Putting safety first, we immediately left the house.  Luckily for me, I already had LG&E's phone number programmed into my cell phone and was able to call from outside.

After going through just one automated phone menu, I spoke with a warm, friendly, and knowledgeable after-hours dispatcher.  Although she had to gather a variety of information and read several advisory messages that she's probably gone through thousands of times, she remained compassionate and concerned during the interchange.  I asked about how long the response time might be, and she said that with gas leaks, they usually respond quickly.  

She was right -- I didn't wait long, which I was thankful for as I was standing outside in the cold.

LG&E needs to know that their man, Dan, is a really great with customers.

I had never had a major gas leak and was concerned about it.  But Dan's professional, yet playful, attitude quickly put me at ease.  

When I asked about the noises his detection device was making, he replied, "Oh, that's just the idiot sound.  It tells me it's on."  Dan and his device, which he kept calling Steve, checked every connection in my kitchen and cellar until he finally discovered the source -- the stove.  

Boy howdy!  

I think Dan went out of his way for me.  Our cellar is not easy to navigate, and we joked a little about how to get in and out of it.  I suppose he could have called for backup, but he went down and back anyway.  

When the time came to start checking the stove, he was always took care when moving the unit or removing parts. After finding the leak and explaining to me that my stove was done for, Dan offered to help me move it outside, which we did.  

Finally, before making sure the gas line was properly plugged, he gave me some tips and advice to use when getting the new stove and flex line installed.  

Dan: I'm thankful you were on duty that night. I hope you and Steve are doing well these days. 

This experience: 5 Magnets