No Electricity - Not Our Scope, We Solved The Problem Anyway - Bertha M. Gani

Most of our work is in Commercial Facility Management, but we also do Residential Facility Management services, for most of our clients, we also manage and pay their utility bills including electricity, water, waster removal, pool maintenance etc. Hess, one of our client opt to do this internally, meaning that for Hess, it is not within our scope of work.

Somehow, electricity payment for one of the house which is occupied by the Shucart was late for two months. In October 2005, PLN, the state owned power company cut of the electricity. The husband was on a business trip, the wife was in USA and their daughter was at home with domestic staff.

We were called to help, Bertha M. Gani, our Account Manager stepped in. She could easily say that it was not Colliers FM's scope of work and we got nothing to do with the cause of the problem, but she didn't. She arranged for a hotel accommodation for the daughter and Colliers FM's Technicians ensured that the available genset could be operated continuously for some part of the house whilst Bertha was trying to solve the problem with PLN.

The husband came back and decided to stay in the house with the daughter even with the limited electricity.

The next month, the same problem came again. Payment was late, PLN sent its officer to cut of the electricity, it all happened during a weekend. This time Bertha negotiated with the PLN officer to delay the electricity cut off until Monday for her to solve the problem. They agreed.

In the Customer Service Satisfaction form we did in Jan 2006, the Shucart wrote, "Bertha was very helpful on a problem I had when I was out of town. She should be recognized for this extra effort she exhibited".

It was easy for Bertha just to say no, afterall it was not within our scope of work, but we are here not just to make business, we are here to facilitate your life.