WATT’S UP SUWANNEE VALLEY ELECTRIC COOPERATIVE EMPLOYEE AND RETIREE NEWSLETTER | WINTER 2020
from the ceo Thank you for making 2019 a success Now that 2019 is in the books we can all be proud of what we accomplished together during the year. You only need to look at our SMORE results to get an idea of how successful we were. We met or exceeded 14 out of 17 SMORE goals! In doing so, we worked long hours without a serious injury, were recognized by our consumer-members for the quality of our customer service, were more involved than ever in our community, had the best year in the history of the co-op in terms of reliability and we remained financially strong. I look forward to celebrating these achievements with you at the employee/significant other event coming up March 10. There, a more detailed recap of our 2019 results will be provided. Last year was also a successful year for electric co-ops in general. At the federal level, teams representing FECA and NRECA used funds contributed by ACRE members to help get legislation passed that will, among other things, protect retirement and health care benefits for all co-op employees. See CEO, Page 5
SMORE SAFETY
2019 recap • 791,917 miles driven with ZERO accidents — OR — about 32 times around the world.
2020 Safety Improvement Plan S.A.F.E.T.Y. S = Slips, trips, and falls A = Appropriate PPE is the key F = Follow SVEC’s safety rules E = Ergonomics (proper workstation setup) T = The little things, they matter. Y = You are the key to making a difference. Other — Eliminate all vehicle incidents. Eliminate liability claims that are imposed by employees.
MEMBER EXPERIENCE
2019 recap • • • •
21,878 calls taken by member service reps 580 new service connections completed 223,754 electronic bill payments made 11,626 drive-thru kiosk payments
How to win over difficult customers by John Formica We all have been told that we should always love our customers when providing customer service. Our goal is to make our customers happy. We are all
Safety Member Experience Outreach to Community Reliability Economic Viability
here to serve, to solve problems and to care. All of that is certainly true in order to have a successful business. It should be fun for all of us to help others with the service and products we provide. However, let’s be honest. Sometimes providing customer service is not pleasant or fun to do. Mostly because sometimes our customers are not pleasant. Because of this, we need to stay positive and focused and not get dragged down by the frustrated customer. When I was managing hotels and resort properties and came across an angry and unpleasant customer, I tried to make a game of it. My goal was always to disarm them, rid of their anger and make them become an ambassador. This is possible. In fact, it’s not even that complicated. All you have to do is make them feel heard because that is what they want most. One way that customers want to be heard is through email. Here is my theory of email complaints. Yes, sometimes the customer can be brutally angry. The reason is that they don’t think you or anyone in your business are going to respond. That’s why it is important to drop Continued on next page
whatever you are doing and respond to an angry email right away to catch them off guard. Customers don’t expect you to respond and they certainly don’t expect you to respond quickly, so do it!
winning design. Thanks to their efforts, the cooperative won the Grand Marshall award for best float for the fifth consecutive year. SVEC also supported several community events for Christmas. Specifically, the cooperative was a proud sponsor for Christmas on the Square, Stephen Foster’s Festival of Lights, Altrusa’s tour of homes, United Way Breakfast with Santa and the Lake City Elks Lodge Christmas Program. Keeping with annual tradition, SVEC crews once again hung Christmas lights for the City of Live Oak in addition to street banners that are part of a fundraising effort for Love INC.
When responding back to them here are a few tips: 1. Always acknowledge what they said. 2. In a non-defensive way, explain your point of view. Never say they were wrong, just explain the decision that was made.
Arbor Day
Example: Thank you for your feedback. We work very hard to provide the best product or service for our customers and we take our cues from the feedback given to us by our customers. We do our best to give our customers what they want in our product or service. Some people like what we provide, and I am sorry that you didn’t. I can appreciate you sharing your experience with me and your feedback.”
In celebration of Florida’s Arbor Day, SVEC gave away live oak and sycamore trees to SVEC members. Instructions for locating trees to provide shade and avoid power lines were provided upon pickup, and arborists from Nobles Greenhouse and Nursery were on hand to answer questions related to tree planting and care. Thank you to Cecil Cheshire, Mike Guillery, Craig Ragan, Paige Peacock and Denny Tompkins for assisting members on tree pickup day.
Usually, I would get a response a few hours later where the angry customer would write back. “Thank you for your reply. I didn’t expect one.” Then reiterate their point of view and at the end of the email they would write. “Thanks for listening.” The goal is to disarm the angry customer. But more importantly, it is a valuable exercise to see how you can come together by simply listening. We all live in a world of loud, angry and upset customers. No business is perfect. However, you will never win by adding another loud and angry voice response to the situation. When you hear people out and respond quickly that’s when change really happens. Try it next time. Now that is Magical!
Legislative Cookout On Jan. 21, SVEC and other electric co-ops from around the state gathered in Tallahassee for the 2020 Legislative Cookout. The annual event invites legislators, staff and their families to sample a taste of what rural Florida has to offer. Leon Edwards, Jimmy Williams, Cecil Cheshire and Raymond Poole cooked pork loin and stuffed sausages. Vicky Talmadge, De Smith and Christine Moor prepared and served acre peas, cornbread muffins and mac and cheese. Thank you all for pitching in and getting the job done. Your hard work was appreciated and showed event attendees the true cooperative spirit.
OUTREACH TO COMMUNITY 2019 recap
• $15,945.79 in sponsorship money given to 67 local nonprofit community groups • $7,600 worth of in-kind donations • $10,000 in scholarships awarded to high school seniors • $12,889 donated to United Way • $ 3,416 raised for the United Way through Cornhole Tournament
Christmas activities Over the holidays, SVEC participated in the Live Oak and Jasper Christmas parades. The Patriotic Christmas design was inspired by America’s iconic first steps on the moon. Thank you to all employees who worked hard to design, create and show this 2
UPCOMING EVENTS
The election and your portfolio
Charity Cornhole Tournament — May 9
By Richard Schooley
SVEC is hosting the 3rd annual Suwannee Valley Cornhole Tournament. All proceeds from the event go to the United Way of Suwannee County. We need volunteers to set up game boards and canopies, register players, sell food and drinks and generally make visitors feel welcome. Each volunteer will earn one SMORE point for every hour spent helping at the event.
Historically, the stock market tends to do well during an election year. An incumbent administration tries to make decisions to help the economy, which can stimulate the markets. If you have an asset allocation consistent with your risk tolerance and your current stage in life, it’s best to continue with your current portfolio. You might hear people saying, “I will get out and get back in when things look better.” Instead of trying to time the market, having a well-diversified portfolio and discipline is your best plan for the unknown.
Employees are also encouraged to enter the tournament. Those who do will earn one SMORE point. Tickets cost $50 for a twoperson team or $40 if paid in advance. Individuals can pay $25 ($20 with advanced payment) and be paired with a partner at the tournament.
ACRE ACRE is a political action committee that supports candidates in the U.S. House and Senate who will speak for and protect the interests of electric cooperatives and their consumer-members. Being an ACRE member helps support the fight to protect our co-op’s employee benefits, service to members and economic viability. If you are interested in becoming an ACRE member, contact De Smith.
RELIABILITY
2019 recap • • • • • • • •
SAIDI goal was met. 151 minutes (actual) 200 minutes (goal) SAIDI was reduced for fifth consecutive year Service availability was 99.97% 3,302 equipment inspections Tree wire project completed 1,253 miles of right-of-way cut 11,284 poles inspected 826 poles replaced
ECONOMIC VIABILITY
2019 recap
• Revenues were lower than budgeted, expenses were higher than budgeted. • All but one goal (current ratio) of the board-approved Financial Management Plan was met. • $981,746 in capital credits were returned to consumer-members ($14.7M lifetime). • Average daily residential electric bill was $4.35 (less than the $4.95 price of a Starbucks grandé pumpkin spice latte).
401(K) comparisons Click here to watch the video.
Plan Statistics 12/31/2018
Total Plan Assets Total Outstanding Loan Balances Participant Contributions Participant Rollover Employer Contributions Match Distributions Withdrawals Terminations Loans Expenses* Investment Income
12/31/2019
Plan Trend
$12,035,079 $292,868
$14,510,853 $281,017
21% 4%
$602,449 $8,628
$651,649 $37,741
8% 337%
$260,056
$268,552
3%
($59,048) ($439,154) ($192,004) ($2,292) ($744,885)
($504,132) ($528,046) ($103,200) ($2,316) $2,648,585
ADMIN/CYBERSAFETY
2019 recap
• Phish prone percentage 0.68% • Phish alert reports — 1,266 » 229 nonsimulated emails » 1,037 simulated emails • IT Help Desk tickets submitted — 1,126
754% 20% 46% 1% 456%
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News from our EAP Supercharge your New Year’s resolution with a coach Every year, about half the nation’s population starts with one or more resolutions. Resolutions are all about change and self-improvement, either stopping bad habits or trying to develop good ones. But change is not easy. Even with the best of intentions, by mid-year, fewer than half of the people who made resolutions are sticking with them. Here’s an idea to help you make and keep important resolutions to improve your life: Work with a coach.
Your EAP offers certified professional coaching in 18 areas. Could engaging with a coach help you? Yes if: • You want to achieve a goal: You seek a promotion at work, aim to buy a house, want to improve your marriage or simply get more out of your workday. • You want to solve a problem: You want to get out from under debt, reduce conflict or stress in your life, or recover from a setback. • You want to grow and learn: Your life is going to well, but you’d welcome change, new challenges and seek to make life even better. Learn more about coaching benefits by logging in to www3.theEAP.com or call us at 1-800-252-4555.
Congratulations … Chuck Millsap accepted a permanent position with the SVEC family as Business Intelligence Developer. Chuck also graduated from Valdosta State University in December with a degree in Information Technology.
What’s up, Chuck? Get to know our newest employee, Chuck Millsap. What did you do before SVEC? Aside from my studies at VSU, I worked at a hardware store for some time and later a cellphone repair shop in Valdosta.
What drew you to our cooperative? About five or six years ago, I had the opportunity to job shadow Kurt Miller for a day. I realized then that this was a good place to work that fit my career goals and interests. Aside from your job, what is something you really enjoy doing? I really enjoy playing guitar. I also like football, soccer and other sports. If you could visit anywhere in the world that you’ve never been, where would you go? I’d love to visit Alaska and see the Redwoods in California someday. Also, Antarctica! What are three things most people may not know about you? I play guitar in a band, I was home-schooled and I started my college education at NFCC in Madison. 4
CEO, continued from front
In Florida, FECA played an important role in helping the Supreme Court see that a proposed constitutional amendment to re-regulate the electricity industry was misleading and therefore could not be placed on the ballot. Getting back to what’s happening at
our own co-op, there’s news in this edition of Watt’ Up about coworkers ranging from new employee to retiree. Please take a couple of minutes to read about and get to know our newest team member, Chuck Millsap, and catch up with Butch Bradley after his recent trip to Las Vegas. I guess what happens in Vegas doesn’t necessarily have to stay there.
And in my favorite part of the newsletter — Family News — you can learn about Luke Milton’s “perfecto”, some of our kids’ accomplishments and the arrival of three new grandbabies. Once again, thank you for all you did to make 2019 a great year. I can’t wait to see all that we will accomplish during the remainder of 2020.
From our retirees…
Lawrence (Butch) Bradley visits Vegas We had a beautiful seven-day experience in Las Vegas, Nevada. We flew into McCarran International Airport, traveled to Westgate Las Vegas Resort & Casino, carried our bags to the room and hurried next door to the Las Vegas Convention Center for the last night of the Sema Ignited. While in Vegas, we attended church with one of my high school classmates, experienced the Deuce Bus ride, the Tram ride, the Fremont Street Experience, Motown Show, the Stratosphere, Hash House Restaurant and the House of Blues. Being a veteran, we were provided a free breakfast and witnessed the largest Veterans Day Parade ever. It lasted for three hours. I don’t think I’ve ever had so many people come up, shake my hand and thank me for my service. We enjoyed shopping and eating on the Las Vegas Strip for three days and didn’t make it to all the hotels. The weather was between 75-78 degrees in Las Vegas. We returned home to 46-degree weather. 5
Family News …
Denny Tompkins’ son, Mason, and his SMS soccer team brought a great end to their season as big bend conference champions in December.
Luke Milton bowled a perfect game in late November, rolling an impressive 12 strikes in a row!
Honoring My Mom by Mike McWaters This photo is of a signing ceremony where I established a scholarship in memory of my mother, Shirley Ann Watkins McWaters. The Shirley Ann Watkins McWaters Memorial Scholarship Fund provides one year of tuition for nontraditional students enrolled in the licensed practical nurse (LPN) program at the MacArthur Campus of Lurleen B. Wallace Community College. Shirley Ann Watkins McWaters was a 1961 graduate of New Brockton High School. After raising two sons, she enrolled in the LPN program at MacArthur State Technical College, receiving her license May 25, 1987. Ms. McWaters served patients as an LPN for 19 years before passing away March 7, 2015. Dale Turman is a proud grandpa. Paislynn Mae Turman was born Nov. 29 weighing 6 lbs., 15 oz.
My Christmas Vacation by Jon Little I spent the week of Christmas at my sister’s lake house in Texas. It’s always good to be with family I only get to see a couple of times a year. The highlight of the visit was a special tour of the Fossil Rim Wildlife Center. The tour was guided by my daughter Emily who is on staff there as an education specialist. Fossil Rim is dedicated to the conservation of species in peril. The facility covers 1,800 acres and is home to about 1,100 beautiful animals including the rhino, blackbuck, mountain bongo, sable antelope, Arabian oryx, wildebeest, zebra, giraffe and three species of wolves, to name a few. Fossil Rim is renowned for its successful cheetah breeding program. Paige Peacock excitedly welcomed her first grandbaby, Brinson Robert Peacock, Dec. 11.
Mark Mosley is once again a proud grandpa. His grandson, Rawlings Gray Mosley, was born Dec. 2.
Daniel Warren and his wife are expecting their second child, due in July. John Robinson proposed to Dawna over the holidays. She said yes! A late congratulations is in order to Jason Carroll and his fianceé Melissa on their engagement. 6
Submitted by Christy Tuckey
Strawberry cinnamon rolls with lemon cream cheese glaze Ingredients 3 1/4 cups flour 2 teaspoons instant yeast 1/3 cup butter, softened 3/4 cup milk 1/4 cup water 1 egg 1/2 teaspoon salt 1/4 cup white sugar
Instructions To make the dough: In a small saucepan over medium-low heat, add the milk and butter. Stir until the butter has melted and remove from heat. Let stand until lukewarm temperature. In a large mixing bowl, whisk together 2Âź cups flour, yeast, sugar and salt. Add to the stand mixer with dough hook attached. (You can also make this by hand, just knead until smooth once all ingredients are added.) Add the egg and water and mix until just starting to combine. Slowly add in the milk mixture and 1 cup of flour until the dough starts to form and becomes smooth. Let the dough rest for 10 minutes. On a lightly floured surface, roll the dough into a large 9x15 square, about Âź-1/2 inch thick. Spread strawberry pie filling evenly on top of the dough. In a small bowl, combine the cinnamon and sugar and sprinkle on top of the strawberry filling. Roll up the 15-inch side into a log and pinch the seams. Cut into 9-12 slices depending on how thick you want your cinnamon rolls. Place in a greased 9-by-13-inch pan and cover with a damp cloth and let rise for 30 minutes. Heat oven to 375 degrees. Bake for 30 minutes or until just golden brown on the tops.
Filling Ingredients 21 ounces Lucky Leaf Strawberry Pie Filling 2 teaspoons cinnamon 1/2 teaspoon sugar Frosting Ingredients 4 ounces cream cheese, softened 3 tablespoons butter, softened 1 cup powdered sugar 1/4 cup half-and-half 2 teaspoons lemon juice 1 tablespoon lemon zest (one lemon) 1 teaspoon vanilla
To make the glaze: Beat together the cream cheese, butter and powdered sugar until smooth. Add the half-and-half, vanilla, lemon juice and lemon zest until combined. Frost over warm cinnamon rolls and enjoy!
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