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BURLESON C.A.R.E.S.
SERVANT LEADERSHIP Public service calls you to perform your duty with such passion and intensity that your commitment to service to others becomes spiritual in nature.
C H A R A C T E R I S T I C S O F A S E R VA N T L E A D E R Listening
Conceptualization
Seek to identify the will of a group and help clarify that will.
Nurture your ability to “dream great dreams”. Look at problems beyond a day-to-day reality.
Empathy
Stewardship
Strive to understand and empathize with others.
Understand lessons from the past, realities of the present and likely consequence of a decision for the future.
Healing Recognize that you have an opportunity to “help make whole” those whom you come in contact with.
Foresight
Awareness
Commitment to the growth of people
Being generally aware and self-aware aids in understanding issues involving ethics and values.
Assume first and foremost a commitment to serving the needs of others.
Do everything possible to nurture the growth of your employees and co-workers.
Persuasion
Building community
Rely on persuasion rather than positional authority in making decisions within an organization. Convince others rather than coerce compliance.
Seek to identify means for building community among those who work within the given institution.
CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT
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EMPLOYEE OF THE QUARTER
Brenda Crowder Engineering Dev. Coordinator
GETTING TO KNOW BRENDA What motivates you in your job? Much of my current job is research. I love the challenge and accomplishment of finding needed information that is missing and often not easily found. What is your best customer service tip? Empathy. Placing one’s self in the customer’s situation. You may not be able to provide what they want; but their knowing that you understand their situation, and/or frustration can go a long way.
Servant Leadership
Tell us your favorite customer service story (how you helped a resident, business or staff member)? Actually, it was when I worked in Utility Customer Service. A sweet little elderly woman whose husband had recently passed came in to change the name on their water account to her name. She and told us about her dear, late husband. After quite some time she left, and we were all pretty much in tears at how poignant their story was. It had nothing to do with our actual ‘jobs’. She just needed someone to talk to, and we were able to provide that for her. (That was 20 years ago, and I still remember it clearly). You never know when you may be the bright spot in someone’s day.
BEGINS WITH THE NATURAL FEELING THAT ONE WANTS TO SERVE, TO SERVE FIRST. THEN CONSCIOUS CHOICE BRINGS ONE TO ASPIRE TO LEAD. - Robert Greenleaf
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EMPLOYEE OF THE QUARTER
David Rosenbam Parks Maintenance Crew Leader
GETTING TO KNOW DAVID What motivates you in your job? The finished result of a project, when it comes out right. What is your best customer service tip? Listen thoroughly to your customer before offering a response.
Tell us your favorite customer service story (how you helped a resident, business or staff member)? In late spring when the wildflowers are blooming at the library, several of the elderly ladies will come out and take pictures of them and then just walk around and enjoy the work that I have done to the area. They always stop and talk to me about the flowers and tell me how much they look forward to seeing them and that they appreciate my work. I plan on making more improvements every year.
Great job, Elizabeth at the BRiCk! Elizabeth is very knowledgeable about every aspect of the BRiCK. She has transitioned to her new position with out missing a beat and still supports customer service associates and trains new customer service associates. She is reachable and amazing!
BRICK
ELIZABETH ACOSTA
Beverly Hunstman in Neighborhood Services is always helpful to customers and can provide them with the answers they need. If she doesn’t have the answer she does her best to get it. She is courteous and professional to not only her customers but also her fellow BEVERLY HUNTSMAN NEIGHBORHOOD SERVICES employees.
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Kudos to these employees who are exhibiting excellent customer service. Angel is an amazing person who is always there to help out no matter what the situation. She takes great pride in helping customers find the best pet for their situation. She is sweet, kind and very caring. She is the glue that holds our department together. ANIMAL SERVICES
ANGEL STROTMAN
Jessica works tirelessly with CERT (Community Emergency Response Team). She trains all the new and existing members and coordinates with the American Red Cross for training, education and special programs such as the smoke detector installation program. She also makes sure CERT members receive specialized training that allows them to assist in national disasters, such as the recent hurricanes. She works with BISD to coordinate a teen CERT program, most of this she does on weekends and evening. She is a great asset to our city and we are lucky to have someone who is taking the time to prepare our community in case disaster strikes. FIRE MARSHAL’S OFFICE
JESSICA EISWALD
Great job, Officer John Brackett With all the negative going on in the world I wanted to share this. While dropping my husband at work I saw an officer and noticed that he was changing the tire for a lady that had children with her. I am happy to live in a city where you can count on your police officers to be there when you need a hand. God bless you, hero in blue. - Darci Scaggs, resident POLICE
JOHN BRACKETT
CRO Tiffany Bauereisen went above and beyond to assist an injured COP Volunteer. The gentleman sustained a serious injury to his face while volunteering. Tiffany went with him to the hospital. Further at approximately 2:00 a.m. she went to his home to bring his wife to the hospital. She returned later that morning to be with him as the ER team determined if he would needed to be transfered to a trauma unit. At approximately 1:00 p.m. she went to HR, from the hospital, to assure all paperwork was completed for his injury before going home. She had a family commitment that started at 2:00 p.m. at her home. However, she placed that priority second to assuring the volunteer was going to be OK. POLICE
TIFFANY BAUEREISEN
SHARE THE LOVE!
Are one of your co-workers doing a great job and you think they should be recognized in the newsletter? Send us their story - dphillips@burlesontx.com or cgregory@burlesontx.com CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT