HomeMy WebLinkAbout26-City Administrator
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HAUlS M PLOTKIN
RUTHW PLOTKIN
lESLlF. D \4t"RIl.AY
Ilf.BDIEtlDE~I(TI,E~{J
[)f,!l(IRAH S"lOW
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lotkin & associates, inc,
Productivity
Through
People
Consultants to Management Since 1968
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1255 East Highland Avenue. Suite 209. Son Bernardino, CA 92404' (714) 886-4681
November 5, 1987
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Honorable Mayor Wilcox
and Common Council
City of San Bernardino
Ci ty liall
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.
Juanita 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.
HUMAN RESOURCE DEVELOPMENT. GENERAL CONSULTING. PERSONNEL EVALUATION AND TESTING. SEMINARS AND WORKSHOPS
STRATEGIC PLANNING. ATTITUDE SURVEYS. DESIGN. EVALUATION AND IMPLEMENTATION OF TRAINING PROGRAMS ..., /'
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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 lOa other firms both in this country and in the
Uni ted 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
I{jY}1 V J b;:;tr-
Harris M. Plotkin, President
Enc.
HMP:sh
plotkn &OSSoClotes, ir:
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:" A TTACHMENT A
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COMMENTS OF ONE CITY'S EMPLOYEES AS A RESULT OF OUR
CUSTOMER SERVICE TRAINING PROGRAM
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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
* Interaction 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
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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 & OSSoCiotes n
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'e, 6-year.old Garden School students David Sakover,
: row left, Steve Tzing, center, and Shannon Gay, sit
feiiow, studerol~ a~ they pretend tc bre2th like sha'ks
'I I demonstration at the Riverside school put on by
ors from Sea World. At left, two brave children carefully
h the teeth in a shark's jaw.
KURT MlllER/TM Ptes5-Ent~rpnw
f lh~ r~oction of Pol\ hand lakmg n shotgun approach to reg.
."- \''''''r~ r.....r\l'lu'..h it: ~r\" if"'- ~11:1ttn{' n11 ttH' brl()Sl('r ('iub~ for n
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That l!' the wrong message.
explained Scott.
"The cour.;e Is nol presE'nte~
(From Page B-1) in a Clitical lash ion:' said Scott.
vice," she said. Once they nail "We are Dot saying that you guys
dOWD the skills, she said. the are Dol doing what we "..ant vou
diy's staff will project tbe sopbls- do 10. It is preseDted In the lash-
Ucated image sought by the may- iOD that lIoU can always improve,"
or: "They want to beCome more Many employees bave that
like Beverly Hills than Fontana." spiril
Sbe said the traiDiDg. usually "I want to see If 1 am guilty
done by private business, is of somethinF-" said Penny Brown.
unique for a clIy. Lyle Alberg. city ing. an executive secretary in tbe
maDager of Hemet. which has 186 water department, who wondered
full-time workers. endorses the whether she improperly answers
training. He said San Bernardino the pbone or misllandles com-
- . 'Is u IBDoYatOr iD __I' traIDIIl&- plaiDIs. . ,
Such things as phone skills are Jolin Kramer, a parks super-
important. he said, because most visor, is positive about the train-
citizens deal with QIy Hall over ing. "I think that any!biDg we do
!be pllOne lines. to improve our customer relations
MODe of the values 1 see is the is wortllwbile," be said, Kramer
Qty would tie presenting a 1Illi- etteDded the Nov. 5 class 01 about
,,_-'- ' ' J5 ~ from departmeDts.:
'fUI'" 11mI' J1f . . . everyone w- ''lliauinni''po1Ite and 'fire, at the
lIPDDd1ng to the citizens In.! Orange Show grouDds building in
cheerful maDDer, cooslstenUy. SaD Bemardl'Do, He sa',d the lo~
s,a;d .!.J~~'!""~ C ~
I ,. - . 0' ",Ii-ed at.-:,ul thE city's imagp: "A
\
Politeness . . .
Yet some San Bernardino
emplo~'ees don.t like tile message
!bey say tbe cily is sendiDg by
pushing the classes. PlaDner Paul-
!'en said. "We feel like we are OK
people"and telling employees
they Deed politeDess tralniDg "is
basically" telling t.'lem they're im-
polite.
city near tbe mountains !bat is
progressive."
In the end. pianner Pi1uisen
says the training may impro\'e
another perceived image. SlIe la.
ments: "P'eopi~ have Such a ba~
image of public employees any-
way. They all think that we sit
arouDd and twiddle our tllumbs,"
Plan a romantic
evening at
RYan's Wbarf
.
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686-5363
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