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033: The Authenticity Mashup: Your Biggest Differentiator is You.


Check out our guests’ full bios and episodes at:

Top Takeaways:

  • “If you only have a hammer, everything’s a nail.” A utility is like a toolbox and each of the departments are different tools. Some jobs you’ll need a hammer, while other jobs you need many tools. By working together, tools can be complementary. It’s important to know what each “tool” of the utility does and how best to use them.
  • Authentic stories are everywhere. All you have to do is be willing to ask and listen.
  • Access to information isn’t just about bill pay and water usage. It also provides utilities the ability to communicate about other areas of concern for customers such as hydrant flushing. Robb gives a case study on Dedham Westwood Water District outside of Boston.
  • Don’t be afraid to be the only one left standing in your corner. Your biggest differentiator is being you. Own your corner.


Utilities can now automate leak alerts with Dropcountr – the customer portal built for water utilities. Dropcountr helps customers manage their water use and avoid unwanted usage with leak alerts. The team works with the utility to set automated burst and continuous usage thresholds for their users, to help them avoid bill surprises, reduce customer calls and improve customer satisfaction. The leak alerts run in the background, your team never needs to think about them – it’s kind of like magic. Find out more about Dropcountr and the work they’re doing at

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Disclosure of Material Connection: Some of the links in the post above are “affiliate links.” This means if you click on the link and purchase the item, I will receive an affiliate commission. Regardless, I only recommend products or services I use personally and believe will add value to my readers. I am disclosing this in accordance with the Federal Trade Commission’s 16 CFR, Part 255: “Guides Concerning the Use of Endorsements and Testimonials in Advertising.”

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