San Clemente to beef up customer service, Nordstrom-style
Thursday, February 18, 2010
San Clemente City Council member Lori Donchak summed up the new approach that will be adopted by the Community Development Department in this way: customer service, customer service, customer service.
In its regular meeting Tuesday, the council approved the top 10 out of 39 recommendations in a consultant’s study on how the department – which issues building permits and business licenses – can improve its service to residents.
The model? Nordstrom, the high-end retailer known for its industry-leading customer service.
The 10 approved items will lay out fundamental improvements at the policy and leadership levels in order to promote change in the Community Development Department’s approach to “mom and pop” customers. The study by Jay Corey of Citygate Associates notes that nearly 60 percent of the city’s customers seeking permits are from “mom and pop” applicants engaged in home improvements and improvements to small businesses.
Among the 10 recommendations accepted are to update the zoning code and establish design guideline standards for historic structures and adjacent structures, reinforce a functional customer complaint system, earn full trust and confidence in leadership and staff, and increase communication between policy setters, leaders and staff.
Raad Ghantous, a representative of the San Clemente Historical Society, said he supports the reform.
“We have always advocated that those who own historical resources deserve better communication upfront when it comes to what they can and can’t do with their project,” he said. “Anything that improves communication with property owners improves historical preservation. “
Ghantous also said developers need better and clearer guidelines.
Decisions on the remaining 29 recommendations were delayed pending questions directed to City Manager George Scarbourough. The council will be updated on implementation of recommendations on April 6.
The study cost the city $33,445.
Tags: Community Development Department, Lori Donchak, San Clemente, San Clemente City Council
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