September 10, 2009
I am honored to serve as the Executive Director of the NWWA for many reasons, one of which is the opportunity to lead the extraordinary efforts of our staff members in providing excellent customer service on a daily basis.
Although my tenure with the Water Authority has been only a little more than one year, I have already witnessed numerous occasions when our staff “went the extra mile” to assist customers with problems or concerns. This should come as no surprise to our long-term customers, as the NWWA has enjoyed a reputation for superior customer service for many years, and our record of providing safe drinking water remains unblemished.
Although I now have my initial year behind me, I am certain that this coming year will also be both challenging and educational. I believe that during these difficult economic times, when privately held utilities might be enticed to cut corners to maintain profitability and show a positive “bottom line” for stockholders, it will be increasingly important for us to “stay the course.” By that, I mean to never waiver from our tradition of providing excellent customer service, and by always working hard to maintain the integrity and workings of our utility infrastructure.
We will certainly continue to tighten our belts where it makes sense. However, we will not defer our commitment to system maintenance, to our ongoing capital improvements, nor will we reduce our level of public service, simply to show a year end “profit”.
At the North Wales Water Authority, we believe that in order to continue to maintain our current position as a leader in the safe water industry, we must never forget our passion and commitment to customer service, as well as the need to make every decision with both the short and long-term benefits to the consumer in mind.
I personally had a great first year as part of this fine organization – and with the support of the Board of Directors and our fine staff, I expect my second year to be even better!
Robert C. Bender
Executive Director
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