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REMARKABLE & EXCELLENT
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C.A.R.E.S.
Exceptional service derives from the intersection of
PROCESS, PLACE AND PEOPLE . PROCESS: series of related activities or tasks put in place to enable the delivery of a seamless and issue-free customer experience.
What are ways you can improve your department’s process to better serve the customer?
PLACE: wherever a resident meets us. This could be on the city’s website, on
social media, while driving down a street, working in the parks or at our physical locations. Where else can our customers meet us that would improve their experience?
PEOPLE: who the resident interacts with. How do we answer the phone? Our
email? How do we speak to customers and assist them to accomplish their goals? How can we all better serve our residents through our demeanor and provide them with a unique and unforgettable experience? CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT
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CUSTOMERS MAY FORGET WHAT YOU SAID BUT THEY’LL NEVER FORGET HOW YOU MADE THEM FEEL. Kudos to these employees who are exhibiting excellent customer service. I would like to take the time to recognize two of the city’s employees who work for the pavement maintenance group, Kyle Law & Humberto Ramirez. They poured and shaped a curb on my street and they did such a great job. You can tell they really care how the project looks when they are finished. They showed the utmost integrity as they worked on this project in a neighborhood. - Jim Cannon, resident KYLE LAW & HUMBERTO RAMIREZ PUBLIC WORKS
BRANDON BRUCE & EDWARD ROCKERS
Big shout out of thanks to the City of Burleson water department. We had a major water back up in our house in the Mountain Valley Lake area. We called the water department and they responded quickly. The two gentlemen were very courteous and professional. They helped us correct the problem in a timely manner. Very blessed to have such helpful and kind employees to be working for our local water department. Thanks again! - Chuck Lerner, resident
PUBLIC WORKS
MAX & HIS NEW OWNER
I want to thank the most extraordinary person, Teri, for going above and beyond her job and finding my most beloved dog, Max, a home. I have had Max for six years, and he is my everything but I have to go back to my home in Taiwan, and it is tough to bring a dog into my country. I was heart-broken, but Teri worked for over two months to find Max a home. She networked through rescue organizations, the shelter and finally her own Facebook but Max is a large dog, and most people don’t have room for him. But she did not give up! She made it a mission to find Max the best home, and she communicated with me every day until she did. Max is in a great home now, and for the rest of my existence, I will never forget the kindness of Teri. From the bottom of my heart, I am thankful for wonderful people who love animals like Teri. TERI BIRDWELL - Monet Nishimura, resident ANIMAL SERVICES
I would like to thank Currie for her excellent customer service she gave the day after the storm that hit on March 29. A neighbor’s tree had a huge limb that broke and tore the telephone line down and left it lying on the ground between the two yards. I called AT&T and they would not talk to me because I did not have an account with them. So I called and asked what to do. Currie took over the problem and then called me back to say AT&T would be out to take care of the down line, which they did within the hour! I wish more people were like Currie, she is a keeper. - Ellen Wood, resident CURRIE REARDON PUBLIC WORKS
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Tiffany Bauereisen was at the city’s Bunny Daze event handing out police badge stickers when a young girl bumped into her leg. Tiffany bent down and asked the little girl if she would like a sticker too, the little girl became audibly nervous, yelled and pulled away, it was at this moment that we realized the little girl was severely vision impaired and her mother explained that the event was too loud and overwhelming for her. Seeing that the little girl was quite scared Tiffany dropped to her knee and softly began to talk to the little girl saying, “It’s ok, sweetie. Do you have a grandma? I’m a grandma, and I have precious little babies like you.” Tiffany continued to speak encouraging words to this little girl even though the little girl was withdrawn. She spoke with such compassion that this little girl, who was in the midst of sensory overload, who felt uncomfortable in her surroundings began to calm down and move in towards Tiffany. Tiffany asked her again, “Sweetie, would you like a sticker?” And with help from the girl’s mother, she raised her arm and received her sticker. The little girl turned around and began to walk away, then stopped, turned back towards Tiffany and laid her head on Tiffany’s arm, giving her a hug. The mother teared up and thanked Tiffany, and both mother and daughter disappeared into the crowd of people. TIFFANY BAUEREISEN
POLICE
Lisa’s work in customer excellence through the Be Healthy Initiative has been outstanding. She started the Be Healthy Community Board which includes city representatives, business owners, doctors, hospital representatives and community members all working together to support health, wellness, safety, mental health, fight obesity and bring awareness in the community to this program. At the heart of financial support for the Be Healthy Community Board and its efforts is the annual Be Healthy Burleson 5k/10k/Fun Walk. Last year’s race became the highest attended race ever held in Burleson with LISA POTEETE over 476 registered runners with over 50 combined community sponsors CITY SECRETARY’S OFFICE and vendors. The race raised over $20,000 for the Be Healthy Burleson Initiative and will continue to grow and support new efforts put forth and voted on by the Be Healthy Community Board. GREAT JOB, LISA! I just wanted to give a shout out to staff from facilities maintenance and the fire department. After the March 29 storms the golf course suffered substantial damage, the storm ripped the patio awning off from its base, and it blew onto the service drive of I-35. When golf course staff began to show up around 6 a.m. facilities staff members were already working to clean up broken glass and in conjunction with the Fire Department was removing the rest of the broken glass from the windows above the foyer. They already had a roofing company and glass company headed our way. They did a remarkable job with the cleanup which allowed us to safely open the golf course by 11 a.m. that day. I really appreciate all their help and the great attitude they maintained through an extremely long and stressful night. My thanks go out to Charles Spradlin, Lynn Crow-
son, Terry Upton, Darin Parle, Jay Hutchison, Fire Lieutenant Duane Wines, FF Bill Buchanan, FF Rob Heinrich, and FF Tanner Singleton for the great job they did that night.
- Dave White, director of golf
ALWAYS GIVE PEOPLE MORE THAN THEY EXPECT TO GET.
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EMPLOYEE OF THE QUARTER
Michael Wood I.T. GETTING TO KNOW MICHAEL
SOCIAL MEDIA KUDOS
What motivates you in your job? My motivation comes from making people happy and solving new problems. What is your best customer service tip? My top tip is keeping a positive attitude and doing what is right for the employee and the city. Tell us your favorite customer service story (how you helped a resident, business or staff member)? When I first started with the city I was helping an employee on an issue and I sitting at their desk for over an hour trying a dozen different things. Throughout the process I didn’t get any frustration, grief, or pressure for taking work time out of their day. After finishing up they looked me in the eye and gave me a genuine “thank you”.
CITY OF BURLESON
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Sometimes a citizen will express their displeasure with the city via their social media accounts, which is what happened a few months ago when a resident’s bulk trash was not picked up. The post was made on a Friday, after 5 p.m. Bradley Ford saw the post, contacted the citizen and drove out to the area to address the situation. Aaron Russell, public works director, then contacted the contractor and had the issue resolved the next morning. The citizen was very complimentary of the way the situation was handled and expressed her satisfaction on the same social media account that she first posted her complaint on. Now that is turning around someone’s attitude of the city!
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
MARKETING & COMMUNICATIONS DEPARTMENT