From the courtroom to being by the client’s side: in conversation with Mandy Harris

You spent most of your career in law, how did you end up here?

“Not in a straight line, that’s for sure. I left school and started as an office junior in the legal department for a kitchen supplier company and worked my way up to be a Legal Hearings Representative. From there I moved to a large energy supplier and spent more than a decade on the legal side, eventually leading the litigation team, and I did all my legal qualifications along the way. But somewhere in the middle of it I realised that while I did enjoy being in court representing my company, I loved looking after people and building meaningful relationships always looking for ways of doing things better. When the chance came to take a different direction and focus on exactly that, I took it. It’s been a whirlwind at times, but it’s absolutely been the right decision. I have been on the supplier relationship side and the client relationship side both of which I thoroughly enjoy and appreciate the differences in both”

What does a legal background give you that’s useful in energy?

“A different perspective, for sure. When you’ve spent years seeing firsthand the consequences of a badly written contract or a service that needs improving, you can’t shake that need to rectify everything that needs resolving. I read an agreement and I’m immediately looking for where it’s unclear, where expectations haven’t been set and where it leaves either side open to interpretation, because I know exactly how that plays out when it goes wrong. The other thing law drums into you is looking for the root cause. If a client has a problem, I’m not interested in papering over it; I want to know what’s really the cause, so we can fix it and it doesn’t come back. It’s the same instinct used to protect people in a legal sense, just applied to their energy needs instead.”

You talk about clients ‘feeling the love’. What do you actually mean by that?

“To me that means feeling heard. Most of what I do is listening to properly understand what a client is dealing with before I jump in with a solution. I’m honest when I don’t know something, and then I go and find out. That sounds simple, but it’s rare; lots of people in this world like to pretend to know it all. But being transparent and honest is how trust gets built. A lot of people still think of a company like ours as a broker, someone who just goes and gets your energy. But we’re a consultancy in the truest sense of the word, and the difference can be felt most keenly in the relationship. When a client can pick up the phone about anything and genuinely feels like I’m an extension of their team, that’s when the real conversations start and the magic happens. I like to think outside of the box and whilst I can’t solve all their problems, I will always give it a good try and explore all options available.”

Energy is full of jargon. How do you handle that with clients?

“I’ve actually started keeping my own glossary, because even coming from this industry there are acronyms flying around all the time, again a little like in the legal business! I know people find it hard to admit when they’re lost or don’t understand something; nobody wants to put their hand up and say, ‘I’ve no idea what you’re talking about.’ So, I do my best to remove the need for that moment, by explaining things clearly, and never in a patronising way. Making energy accessible isn’t dumbing it down; it’s respect. You can’t make a good decision about something you don’t understand.”

You still help your local chip shop with their energy and their social media. Why?

“Because they’re like family, really. I worked there as a teenager, right up until I had my daughters alongside my full-time job, and I’ve never stopped helping them. They had a tough time during COVID, and around the same time they’d been talked into a bad energy deal by a broker who cold-called them out of the blue. I helped them get out of that mess. I work with some big organisations now, but I’ll always make time for the small ones, because those are the businesses where a bit of the right advice can make the biggest difference. And honestly, it keeps me grounded. It’s energy in the real world, on a Friday night, with the fryers on!”

You’ve said feedback is everything. Where does that come from?

“Partly from being a mum. I’ve got twin daughters, nearly 17 now, and I’ve always tried to help them think the way I think at work. How could we do this better, how could we do it more efficiently, what’s the outcome we actually want? If something doesn’t quite go to plan, never be afraid to question why. I’ve taught them to how to understand and pay the bills, energy and water and rent, because nobody teaches you that at school. And feedback runs through all of it, giving it and being open to receiving it. It’s the same with clients. I’m still relatively new here, so gathering feedback, positive or constructive, has been one of my first priorities. It shows me where the quick wins are, where the pain points are, and just as importantly, where the people on the ground are doing a brilliant job and deserve to hear it.”

What’s the one thing you want clients to understand?

“That it’s more than transactional. There’s a misconception that we sell a commodity and that’s the relationship, but it isn’t. When you build genuine trust with a client, that’s when everything comes to the surface – what really keeps them awake at night, where their pressures are, what they need that they haven’t even thought to ask for yet. From there we can actually work on something together. An upsell for its own sake doesn’t interest me, because it won’t stick if it isn’t a real benefit to them. Get the relationship right and the rest follows.”

Where does Equity Energies fit in?

“It’s the job I do, and it suits me because it’s built around people, not just procurement. Being part of DCC Energy GB means that when a client has a different requirement, through understanding their wider portfolio and the opportunity for on-site generation, battery storage, or a longer-term decarbonisation strategy, I can bring the right expertise to the table rather than trying to be the expert on everything myself. What any of that looks like depends entirely on how a client operates. But the starting point is always the same: understand them first, then work out what is going to help.”

And finally, karaoke song of choice?

“‘Like a Prayer’. I’ll take a bit of Whitney too. I spend a lot of time out meeting clients, so a bit of car karaoke helps pass the time. I’m reliably informed I can’t sing, but I’ve decided that isn’t the point!”

Mandy Harris – Strategic Account Director, Equity Energies