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Home My WebLink AboutS07-City Administrator L ,,,.,..'....... ......''-", Productivity Through People Consultants to Management Since 1968 -- -- lotkin & associates, inc, ,/h'~ ;" HARRIS M PLOTKIN RUTH W. PLOTKIN LESLIE D. MURRAY DEBBIE EIDE NICliLESCIJ DEBORAH SALOW {{[ 1255 Eost Highlond Avenue. Suite 209 . San Bernardino, CA 92404 . (714) 886-4681 November 5, 1987 ~; '_:::-; "" -0 C> :"~ <=I .. I > ,- 0 X z (.;; CO> "',.-. Honorable Mayor Wilcox and Common Council City of San Bernardino Ci ty I'iall 300 North D Street San Bernardino CA 92418 Attention: Raymond Schweitzer, City Administrator Dear Honorable Mayor Wilcox and Common Council: Last year we were awarded a contract by the City of San Bernardino to conduct a customer service training program for 150 city employees, Mayor Wilcox was very pleased with the results of our efforts based on comments she received both from the employees who completed the training program and the supervisors of those employees. The critique that we received from each employee at the end of their training was exceptional and is reflected in Attachment A. We were then told by both Mayor Wilcox and Dr. when additional funding was available that we training of the remaining city employees. Juani ta Scott that would complete the An item in the paper earlier this year indicated that money had heen allocated within the city budget for customer service training. Two separate telephone conversations to Dr. Scott brought responses that, when the final budget had been set and money was available, we would be the first to know and would then complete the training program. Dr. Scott also informed our Director of Training on other occasions that we would continue with our training. At the Mayor's Prayer Breakfast, Mayor Wilcox indicated that customer service training would begin on Thursday, November 5. Two of our Associates attended the breakfast and were pleased to hear that we would get to complete our training of the city employees. I was informed by my Associates of this news. I called the Mayor and told her that we had not been told as yet that we were to start training on November 5. The Mayor said she was surprised and would check with Dr. Scott. $-7 HUMAN RESOURCE DEVELOPMENT. GENERAL CONSULTING. PERSONNEL EVALUATION AND TESTING. SEMINARS AND WORKSHOPS STRATEGIC PLANNING. ATTITUDE SURVEYS. DESIGN, EVALUATION AND IMPLEMENTATION OF TRAINING PROGRAMS PREPARATION OF PERSONNEL POLICIES AND PROCEDURES c r-- -- ,,..., Approximately one week later, the Mayor told me that Dr. Scott had chosen another firm to conduct the training program. She seemed both surprised that it wasn't our firm but indicated she was sure that Dr. Scott had done a good job in evaluating Hagar and Associates, even though she felt we had done a terrific job when we did the earlier training for the city. She also thought it was a good idea to spread the money around that we would get the next contract. I told her other things are spread around, but that is not the way to select the most qualified firm to complete a job. We are considered by most people in the country to be one of the top 10 firms in not only conducting customer service training programs, but developing them for the specific needs of our clients or their industries. Employees of the firms in Attachmant B have been put through our customer service training program by either our trainer or by their own people who have been trained to conduct the program themselves. In addition to these local firms, we have done customer service training for over 100 other firms both in this country and in the United Kingdom. We have also developed a program specifically for government agencies that we feel is even better than the one we put on for the city employees last year. We believe the contract was awarded to Hagar & Associates because of bias on the part of Dr. Scott to either myself or the firm. In a conversation this morning she told me, "You will never get another contract from this city." I did not realize she speaks for the city, nor do I think her rudeness, bias or hostility convey the wishes and values of the Mayor or City Council members. We would welcome the opportunity to be heard and urge a review of this matter by the Mayor and Common Council. Sincerely, Plotkin & Associates kJYy, 1/ b~ Harris M. Plotkin, President Enc. HMP:sh plotkin & OssoClotes, Inc c A TTACHMENT A COMMENTS OF ONEC)TY'S EMPLOYE~S A RESULT OF OUR CUSTOMER SERVICE TRAINING PROGRAM ) WHICH PART OF THE FEELINGS PROGRAM DID YOU FIND OF THE MOST VALUE? * Dealing with irate customers * Talking and hearing others reactions * Reminding me of my particular problem in working with customers (seeing myself) * The awareness that we are people dealing with people and not objects without feelings * Discussing actual situations and possible solutions * How to better increase good customer service * Reminding us- making us think before we deal with customers * To make people more aware of their contacts with one another * Case studies and group discussions * How to respond to the irate customer * All of it * Student comments * The moderator always found each person's experience to be one where something could be learned. She didn't put the class or individuals on the spot * Discussion of what happened to you and how you handled it * Value the quality of your work * Handling customers on the telephone * The discussions * Finding out how others deal with similar problems, you are not alone * How to feel better about your own life * Value of good customer relations and positive attitudes toward customer and self * I~teraction with participants (group discussion) * It re-emphasized the things that many of us know but don't always practice * Discussion of different situations in the city * * * * * WHICH PART OF THE PROGRAM DID YOU FIND OF THE LEAST VALUE? I didn't find any part of the program to be of no value Entire program was valuable I believe all of the program had some value to the group It all worked well together All of it was good WHAT'S IN IT FOR YOU TO PROVIDE A HIGH LEVEL OF SERVICE TO THE PUBLIC? * Less stress!!! * Makes job easier * Helps to change the city's image * Enhances public's pride in the city * Positive feedback from customers, supervisors, and fellow employees * Improve chance for promotion * Get a feeling of satisfaction from a job well done * Avoid need to make corrections later on * Professional image * Better health because of less stress * Fewer ulcers * Being able to meet the challenge * Better teamwork among employees PLOTKIN & ASSOCIATES / "- ,-- '-' , ,~ ATTACHMENT B LOCAL FEELINGS CLIENTS California Messenger Chuck Obershaw Toyota Roger Harmon Motors Bank of San Bernardino Life Savings Bank Bank of Redlands ** American Multi Cinema Patton Sales Corporation Santa's Village San Bernardino Employment Training Agency (SBETA) City of San Bernardino Crown Printers Inland Center Mall Merchants Association ** Western Exterminators San Bernardino County Central Credit Union Norton & March AFB Commissaries ** Camping World First American Title Morgan & Franz Riverside Blueprint Arrowhead Country Club Manpower Gibson Brothers Janitorial Mini Space Fourth Street Rock Crusher Print Quick Budget Transmission International Rubber plotkin & ossoClotes. 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