Utilities are working to increase the reliability of their systems, but when facilities experience voltage sags, it is often most cost-efficient for both the provider and the customer if those problems are corrected inside the facility. But how can a utility persuade its customers to “own” their voltage sag problems while maintaining or improving the utility-customer relationship? In this report, we present a common-sense five-step process that utilities can implement to communicate their high-quality voltage standards to customers, educate customers about equipment sensitivity issues and internally applied solutions, and help customers assess the true cost of potential voltage sag solutions. (PQ-12; December 2002; 24 pages)