There are some great coaches that have influenced athletes over time. You probably can think of some examples.
In local government, you're the coach and the players are your employees. As with all coaching, it’s the athlete who has to carry out and execute the plans. You're not "on the field" and shouldn't be….you're on the sidelines encouraging, cheering and directing, just like a coach.
Coaching is based on the idea that you believe the person is capable of solving their own issue. Your goal is to help them develop a path to address a need by asking great questions.
Coaching is not a few things….
Coaches facilitate, they don’t offer...
Whether you are Director of Finance at a City, a County Manager or a Public Works Manager, providing customer service to other departments or to citizens is everyone’s job and it’s job #1. As a leader you should be involved in the design, implementation and measurement of a customer service strategy to ensure your department is serving others well.
Citizens are becoming more and more accustomed to next day delivery and ease of shopping all brought about by customer service innovation at Amazon and other online retailers. They’ve tried to perfect the experience of shopping and they’ve raised the bar for other providers of services, including cities and counties.
In this blog we want to share six service strategies you can oversee to ensure the delivery of exceptional customer service in your department, city or county.
#1 Define Success
As a leader or manager, you should oversee the successful definition of customer...