Burleson C.A.R.E.S. Spring 2018 Newsletter

BURLESON C.A.R.E.S. C I T I Z E N S A P P R E C I AT E R E M A R K A B L E

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ways to Deliver Excellent Customer Service

1. Respond as quickly as possible

4. Go the extra mile

One of the biggest factors in good customer service is speed, especially when a resident or business is requesting something that’s time sensitive. 41% of consumers surveyed listed being put on hold as their biggest frustration.

Going the extra mile will not only result in an indebted and happy customer, it can also go a long way in terms of keeping them happy in future dealings they have with other city departments.

2. Know your customers

5. Think long term

Customers love personalization. Get to know your customers, remember their names and previous conversations. If needed, make a note of what was discussed previously so you can refer to it the next time you meet.

Think long term when dealing with customers. By keeping customers happy, they will be loyal and through word of mouth, will do the marketing for you. A recent survey found that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network. And as each Facebook profile has an average of 229 friends, the reach of this experience can quickly reach thousands.

3. Fix your mistakes

Not taking responsibility of your mistakes is a sure fire way to upset customers. Transparency is important. Always strive for a high quality output as it shows you have a high level of standards.

CITY OF BURLESON

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MARKETING & COMMUNICATIONS DEPARTMENT

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KUDOS

to these employees who are exhibiting excellent customer service Great job, James Reed in Information Technology James is always quick and responsive when needed. At the BRiCk, IT is very critical to our operating processes. We have had several new projects that IT has played a large role in. Our latest is the implementation of a turnstile self check-in system here at the BRiCk. James played a crucial role in the completion and success of that project. He has also made himself available to help troubleshoot glitches throughout the early stages of the implementation process. James is prompt, knowledgeable, and we can always count on him for assistance.

We appreciate you, Collin Gregory in Marketing/Communications Collin is creative, always has a great attitude, and goes up and beyond to assist. Collin has helped the BRiCk and Recreation department with numerous projects. These projects include various promotional videos and fliers/posters. Engaging communication plays a huge role in what we do here at the BRiCk. The fact that Collin always delivers catchy, engaging and super cool resources helps out tremendously. He also still has a positive attitude and delivers in a timely way. I am sure that these things can be very time-consuming, but Collin always seems game for anything while also managing projects in a way that works for everyone.

COLLIN GREGORY COMMUNICATIONS COORDINATOR

We couldn’t do it without you, Darin Parle in Facilities Maintenance Darin has gone above and beyond in helping HR with the department move and remodeling. With a change in staffing, he has been great making sure that HR staff is included in newer decisions. Darin has been quick to get requests to his supervisor and make changes happen, even with super short notice (hey, we changed our minds). He goes out of his way to make employees happy and make sure the facilities in which our citizens visit always look great, with the help of his staff. Darin is patient & proficient and we appreciDARIN PARLE ate all he does for the city.

OPERATIONS SUPERINTENDENT

Kudos, Becky Propp at the Library Becky consistently creates wonderful programs and services for families at the library. She brings HUGE crowds for Storytime. She heads our Family Place initiative, which helps with early literacy and school readiness. She brought Girls, Inc. to Burleson to empower and encourage young girls to learn about STEAM concepts. She has created a Kindness Club to teach kids about compassion. She is an excellent example for other employees because she works really hard and she has a great time doing it.

BECKY PROPP

CHILDREN & TEENS LIBRARIAN

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Great work, Timothy Wells in the Marshal’s Office Timothy provides excellent customer service and security for the court facility and its personnel. Deputy Wells has on multiple occasions caught and stopped potential security breaches. He works tirelessly on his craft and has received his court security specialist certificate. He strives to assist both staff and the public on a daily basis providing information in all areas. Deputy Wells is a valuable asset to the court and represents the city in a professional manner.

He exemplifies the city’s ethics statements. He is a hard worker, eager to learn.

He works the front door/security at the municipal court where he provides TIMOTHY WELLS courteous direction and outstanding customer service to citizens and fellow DEPUTY CITY MARSHAL employees. He always provides a professional appearance and demeanor. He recently intercepted a weapon from being brought into the courtroom, and on a separate occasion, he stopped a person who was fraudulently attempting access to the building.

Thanks for leading by example, Rose Lopez at the Municipal Court Rose is continuously working to improve the court process to make our jobs easier and more efficient. She will help a clerk finish backlogged cases from when it was just two clerks. She will always listen to ideas from her clerks and is always there if I ever need to talk to her. I have never had such a great boss before and she really makes me enjoy coming to work. She goes above and beyond to make sure her clerks are happy and efficient.

Alex is always making Burleson a better place!

Alex provides our community with dedicated and excellent service through all five Burleson ethics criteria. He has strengthened relationships with people who want to do business in Burleson, brings great businesses to our community such as Hard 8 BBQ and Golden State Foods. He works tirelessly with our current business community, started a manufacturing and industrial alliance that meets quarterly, developed the Burleson Works program (which won a state economic development award) and is a great coworker ALEX PHILIPS who is always willing to lend a hand. He is indeed a star on the team and in ECONOMIC DEVELOPMENT MANAGER the community.

Excellent work, Joshua Stokely at the BRiCk! Joshua goes above and beyond for our members and CSAs on a daily basis. Josh is always willing to train new employees, help members with any questions they may have. He leads by example and is always willing to learn new things and take on new projects. We are incredibly grateful to have Josh be a part of the BRiCk team.

Fantastic job, Elizabeth Acosta at the BRiCk! Elizabeth goes above and beyond when working with customers and co-workers. She is consistently helping out with programs that she does not directly oversee. She has great new ideas for programs and activities which progress the BRiCk. ELIZABETH ACOSTA RECREATION SUPERVISOR

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EMPLOYEE OF THE QUARTER

Beverly Huntsman Administrative Secretary GETTING TO KNOW BEVERLY What motivates you in your job?

Learning new things has been a great motivator for me.

What is your best customer service tip?

Always listen to what the person has to say, sometimes they just want to vent.

What is your favorite part of your job?

We have a H.O.P.E. program, we help residents that cannot afford or have a disability to do repairs on their home, I send information to people to get them help.

It’s very fulfilling.

My First Job

FRUITS OF YOUR LABOR

I was 11 and at the open air fruit/vegetable stand with my Mom picking up a few things when another customer arrives that didn’t speak English. I stepped up and told the worker behind the counter what they needed (turned out to be the owner) and he asked my Mom if he could hire me so he could provide better service to the Spanish speaking customers - my first job was born. The owner would intentionally drop fresh watermelons while we unloading trucks to give us a break and a snack at the same time. Nicest man I have ever met!

- Rey Gonzales, Assistant Director of Public Works

Rey and his mom

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