A long history of helping our neighbors

In 1889, a customer stopped by the office of the Willamette Falls Electric Company — one of the early electric companies that would eventually become part of what we know today as Portland General Electric. He had a simple question. The lights in his saloon flickered the night before, and he wanted to know why.

What happened next was written about in The Oregonian, and it’s still good for a smile. The explanation went deep into radiant energy, voltaic cells, oscillating electrodes and a whole lot of technical detail. According to the paper, the answer was “very clear,” but also so overwhelming that the customer staggered out the door and fainted on the sidewalk.

Customer service employees at PGE’s Newberg offices, 1953.

It’s a small moment from local history, but it also feels familiar. Someone noticed something wasn’t quite right. They asked a question. And a real person took the time to explain what was happening. That part hasn’t changed.

Today, customers don’t stop by an office to ask about flickering lights. They reach out by phone or online. And those conversations happen in more than 200 languages, reflecting the many backgrounds and experiences that make up our community.

PGE phone operator, 1966.

What’s stayed the same is the way we show up. We’re still curious about how energy works. We still care deeply about the details. And we still focus on helping our neighbors understand what’s happening in their homes and businesses — whether that’s a flickering light, a question about a bill or how energy use adds up over time.

Energy can be complicated. Life can be, too. Our role is simply to help make things a little clearer when we can. That means explaining things in a way folks can understand, taking time to walk through options and meeting people where they are, in the language they’re most comfortable using.

PGE Customer Service Advisor, Archie, 2017.

Behind every interaction is a person on both sides. Someone asking a question. Someone doing their best to answer it. That’s as true today as it was back in 1889, even if the explanations are a bit easier to follow now.

For generations, through many changes, one thing has stayed constant: We’re here to help. We care about our community. And yes, we’ve always been a little nerdy about energy.