Iowa League of Cities –Annual Conference September 23 – 25, 2015 Cedar Rapids, Iowa Strategies for an Active and Engaged Community Erin Allen Business Development Director Midland GIS Solutions All references to citizen will be replaced with customer. All examples will be presented as anonymous, unless I slip up, at which time the audience will agree to forget what I said. I am from Missouri, please cut me some slack. These slides will be made available online. There will be time for questions and discussion at the end. Engagement Workshop 1-Operating as a Business 2-Internal Marketing and Employee Satisfaction 3-Importance of Customer Satisfaction 4-Practices in First Class Customer Service 5-Dealing with Difficult Situations 6-Economic and Long Term Benefits 7-Steps Toward Improvement in your Community Engagement Workshop Consumption of those services requires customers. 13% of all movers in American between 2012-2013 moved less than 50 miles away. – US Census Bureau • • • • • • • • • • • • • Engagement Workshop Infrastructure and Utilities Planning and Zoning Economic Development Public Safety and Fire Emergency Management Library Parks and Recreation Garbage/Recycling Community Events Airport and Transportation Housing Assistance Code Enforcement Cemeteries Customer is not a dirty word in local government Customers are owners/stakeholders Contingent Citizen Rate Payer Tax Payer Land Owner Developer Business Owner Residential Household Neighboring Community Engagement Workshop Engagement Workshop Builds Trust Encourages Participation Fosters a willingness to support Brings families back to town NEVER HAS THE CUSTOMER BEEN MORE POWERFUL! Engagement Workshop If you cannot satisfy employees, you can’t satisfy customers Golden Rule Hierarchy of Needs Theory of Motivation Engagement Workshop Resources and Support TREAT OTHERS THE WAY YOU WOULD LIKE TO BE TREATED! Engagement Workshop SelfActualization SelfEsteem Love (Social) Safety and Security Physiological Lower Order Needs John Stacy Adams - 1963 Ratio of a person’s Outcomes to Inputs….. …and how they compare to others Engagement Workshop Inequity Problems Inequity exists in a person’s mind when their perception of the ratios are out of balance. The perception is more powerful than the truth. Fairness among employees can be judged in terms of: • Treatment • Pay • Benefits • Duties • Credit Received • Training • Future Opportunities Engagement Workshop If city leadership doesn’t manage the employee’s equity, the employee will. BALANC E BALANCE Less Efficient – Lack of Care - Quit – Complain – Steal – Spread Untruths – Air Grievances – Make Demands Engagement Workshop Resources and Support Train and Mentor Communicate Constantly Recognize People Often Internal Shadowing Proper Tools Career Counseling Align Morals Trust Boundaries Engagement Workshop Engaged employees outperform unengaged employees by 54% in retention, 89% in customer satisfaction, & fourfold in revenue growth. - Creating the Best Workplace on Earth, HBR Engagement Workshop Emphasis on Organizational Points of Contact Office Phone Field Media and Online Golden Rule Value Complaints Partnerships with Local Providers Engagement Workshop First Impressions are paramount! Employees only ask for the customer’s name 21% of the time. – Content Point Client Research Engagement Workshop How many times? does the phone ring before being answered? does the customer get placed on hold? is the customer transferred? does the customer have to leave a message? does the customer actually get called back timely? does the customers message get lost? has feedback been solicited from the customer? Engagement Workshop There are always eyes on you Train staff on handling off the clock inquiries be approachable but set boundaries Discuss off the clock behaviors Engagement Workshop Designate someone to handle media and online Designate someone to speak on city’s behalf Engagement Workshop TREAT OTHERS THE WAY YOU WOULD LIKE TO BE TREATED! Engagement Workshop VALUE COMPLAINTS Typically only 4% of dissatisfied customers actually communicate - “Understanding Customers” by Ruby Newell-Legner Using clear and concise methods, handling complaints is one of the most cost-effective, quick turn-around improvements that can be made to an organization’s customer satisfaction But…..it must be easy to do. ASK THE CUSTIOMER AND BE PREPARED TO LISTEN Engagement Workshop Collaborate with other local providers Municipal Utilites School Districts County Hospitals Engagement Workshop Remain Calm Set Boundaries Listen Kill them with Kindness Work as a team and have a back up Move difficult situations to a meeting room or private office • Look for the common ground • • • • • • Engagement Workshop Social Media and Online Platforms Engagement Workshop Types of Dissatisfied Customers and Negativity Terrorist Hostage Constant Complainers Social Complainers Entitled Complainers Engagement Workshop How to Handle it Respond Immediately Invite the individual offline Buy yourself some time Set Boundaries FOLLOW THROUGH! Embellish it on the appropriate platform Engagement Workshop Snowball effect – getting things moving More Consistent Revenue and Growth assists in grant development When the community has trust in the city, it is easier to educate and sell them on bond issues. Care for community and neighbors Better Councils 70% of Americans are willing to spend more money to receive better customer service - American Express Survey, 2011 Engagement Workshop 1)Get your House in order Set Expectations Explain Limitations Adjust your Leadership Style Commander, Catalyst, Chairman, Coach Find creative work-arounds Engagement Workshop 2)Create a user friendly system of information seeking 3)Create a manageable system for feedback/complaints 4)Designate a Champion and empower your team 5) Communicate the improvements or goals 6) Listen Engagement Workshop Erin Allen Business Development Director Midland GIS Solutions [email protected] (660)562-0050 Jones, Thomas and W Earl Sasser, Jr. “Why Satisfied Customers Defect” HBR, Nov-Dec 1995. Bernasek, Anna. The Economics of Integrity. Harper Collins: 2007. Strebel, Paul. Trajectory Management. John Wiley & Sons, Inc.: 2004. Berry, Leonard. Discovering the Soul of Service. The Free Press: 1999. “5 Ways Brands Respond to Negative Social Media Comments.” Retrieved, September 14, 2015 from http://www.seeksocialmedia.com/respond-negative-social-media-comments/ “We are Citizens, Not Customers.: Retrieved August 31, 2015 from http://www.publicworks.org/we-are-citizens-not-customers/ A Portion of the presentation is based on personal experiences, education, and previous research projects not necessary to be cited in this forum. Please ask if you would like more information. Special mention should be made to Dr James Walker and Dr. Terry Coalter, the two most passionate, intelligent educators I have ever met. The positive difference they have made in my career is immeasurable.