Worried Customers? Here's How to Discuss Lead Contamination

A national water-quality crisis — such as the recent events in Flint, Michigan — can spark questions from customers and the media. Here’s how several utilities are proactively handling the topic of lead contamination.
Worried Customers? Here's How to Discuss Lead Contamination
Many utility directors say the best response to the Flint water crisis is just to talk openly with customers. An open dialogue builds trust, deters panic and fosters positive feedback. And all that’s required is a commitment to communicate.

The systemic lead contamination in the Flint, Michigan, water supply has created a national dialogue about infrastructure and lead service pipes. “Could it happen here?” the headlines read. Customers are worried, media outlets are asking questions, and many utilities have found...

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