Susan Burchardt

Susan Burchardt: Delivering Customer Satisfaction

Nordstrom, Walmart, Starbucks, Westfield and Amazon – these are some of the customers that SDG&E Senior Account Executive Susan Burchardt serves. They have high expectations for customer service, and Burchardt delivers on those expectations.


That’s why she was honored recently by the Edison Electric Institute (EEI) with a National Key Accounts Executive Award for Outstanding Customer Service. She was one of only four award recipients nationwide.


The awards program was established by the Customer Advisory Group, a group of 25 national chain customers that provide feedback, guidance, and support to EEI's National Key Accounts program. Every 18 months a blank ballot is sent to approximately 400 national key accounts customers in EEI’s database asking them to select their top five national key account reps that “provide service above and beyond” their expectations. Those ratings determine the award recipients.


“My highest compliments to SDG&E and Susan for this terrific accomplishment,” said Thomas Kuhn, President of EEI. “To be recognized by your important customers in this manner is truly an impressive honor and a great reflection upon your leadership.”


Burchardt’s Philosophy of Customer Service

Burchardt has been part of the SDG&E family for nearly four decades and has been in her current role for about ten years.


She said the key to customer satisfaction is to “listen carefully to the customer to determine their needs and “Be accessible.” Her advice for challenging situations: “If you give up the need to win, everything will work itself out.”


Todd Cahill, SDG&E’s director of business services, said over the years, Burchardt has built strong relationships of trust with her national customers. She is respected for the counsel she provides.


“These companies are big time players that have businesses all over the world, and they compare their level of customer service to other utilities,” said Cahill. “This award is a testament to the value Sue provides her customers.”


Photo Caption: Susan Burchardt with Jeff Dummermuth (left), Big Lots, who announced the award and Bob Valair (right), Staples, who emceed the awards ceremony at the 2018 Fall National Key Accounts Workshop held by the Edison Electric Institute on Oct. 19 in San Antonio, Texas.