[tiffani]

We call them back.

I run The Human Utility (formerly the Detroit Water Project) and we help folks with their water bills. When they reach us, they're used to dealing with other social service agencies that aren't very responsive and don't do something as basic as ever calling them back. We do and we find that people are grateful even for that.

Edit: People are happy to hear from us regardless of whether we actually help with their bills. If we say we can't, at least they know to try elsewhere and can do so fairly quickly.

[Insanity]

I have to +1 this. Whilst I have never specifically dealt with Human Utility. A couple of times when I had an inquiry or an issue, I have been offered to be called back later rather than wait and eventuall call back myself. Each time I appreciated the phone call.

Something so simple, yet great for customers!