In the aftermath of Hurricane Beryl, crisis communication expert Molly McPherson critiques CenterPoint Energy’s response. She pointed out the company’s failure to provide 1.2 million customers with timely updates on power restoration, leading to customer dissatisfaction.
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According to McPherson, the company’s vague assurances and lack of regular updates have exacerbated customers’ frustration. She recommends improving crisis communication tactics by adopting a transparency-first approach backed by a well-resourced, dedicated team.
Yet, CenterPoint Energy has not provided a clear timeline for resolving the issue, causing further concern among customers. The company urges patience, stating that their crews are tirelessly working to restore services. Affected individuals and businesses are encouraged to follow their communication channels for updates.
The situation is particularly dire for cities like Houston, which are already grappling with temperatures above 90 degrees. McPherson believes this combination of lack of communication and extreme heat is intensifying customer stress.
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She calls for the company to step up its communication strategy to improve customer experience while enduring severe weather conditions.
CenterPoint Energy’s new tool, an outage map for power restoration data, has received criticism from both McPherson and customers for its inaccuracies. Despite these criticisms, the company assures that customer experience enhancement remains a top priority. Accurate map updates are promised as a part of this ongoing commitment.
Doug Lewin, an energy consultant, also shared McPherson’s concerns, stating that it is unacceptable for an energy company of CenterPoint’s size not to provide an accurate outage map. He joins consumer advocates in stressing the need for mandatory outage mapping in the utility industry. However, CenterPoint has chosen not to comment on these criticisms.
Among several recovery suggestions, McPherson advises clear power restoration timelines and consistent messaging from leadership. While she recognizes that these steps may not fully appease unsatisfied customers, she believes they are necessary for improving the ongoing crisis management scenario.
