In the last week of 1998, beginning the day before Christmas, severe ice storms tested the commitment, strength and ability of our front-line people. Ice broke down an uncountable number of trees, limbs and power lines. More than 440,000 homes and businesses lost power-thousands in need of individual attention. There is no computer known to man that is capable of pulling ice-laden debris off a downed power line, maneuvering a truck or a ladder to restore the wire and hooking it up safely, night or day.Every available Virginia Power crew worked a grueling schedule of restoration, beginning on Christmas Even and continuing into the New Year.
"We've been inundated with cookies," reported Virginia Power's Joe Murphy, construction team leader, several days into the crisis. "Cookies by the pound, by the box, by the bad, by the sack, satchel, plate, pitcher and handful. We've never been treated like this before. It's been amazing."
Combine great employees and great technology-and give your customers a reason to say "thanks." It's a strategy that works.
Dominion Resources CEO Tom Capps's 1998 shareholder letter - "Investing Between the Lines" - L.J Rittenhouse