On any given day, Lisa Mills, Issues Management Department man- ager at Colorado Springs (Colo.) Utilities, can be overheard saying, "How can I help you?" For those who know her, these five words are almost as frightening as learning that you just had a construction project accident and five news crews are at the scene. The sincerity of the question belies the real issue. It's her way of letting you know that either something is amiss and needs to be addressed immediately, or you just messed up — big time.
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