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PUBLIC EDUCATION GROUP Strategies to Delight and Exceed Expectations: 30-Day Callback Strategy Whether you are a superintendent, Day Callback." This practice is spoke about a month ago about... At city administrator or county executive, consistent with a well-known Nelson that time you told me that... I wanted fielding concerns and complaints Boswell quote,"Always give people to get back to you to make sure from residents is an important part more than what they expect to that..." Of your job. Sometimes you are the get." So how can Boswell's charge Based on my personal experience problem-solver in terms of listening, translate into a working strategy for using the 30-Day Callback approach, investigating,and resolving the issue. busy executives? I can assure you the vast majority of At other times,the case is delegated to When a complaint or concern hits constituents will be delighted and a subordinate. When complaints and your desk-whether in the form of a surprised you cared enough about requests are handled well,problems call,letter or email-the protocol is them and their concerns to check are solved,misunderstandings are straightforward and well understood: back, see if the problem was resolved, resolved and constituents are usually listen; ask clarifying questions; and confirm things had been handled satisfied with how they were treated- collect details; seek additional data; appropriately. all of which builds good will in your collect contact information; and community. When things are not give the individual an estimate on A secondary benefit of this approach processed quickly and effectively,the when you or someone else will get is equally powerful,which can be head administrator is often saddled with back to them. Step two is also more framed as second chances. If an individual or group who are more than likely consistent with your the problem was not solved,or a frustrated and angry now than when the current modus operandi: decide subordinate had not handled the issue original problem evolved. whether you are going to own on a timely and quality basis,the callback provides another chance to Business journals are replete with and process the problem or if the get it right(and another chance to hold articles extolling best practices to issue is going to be delegated to a accountable if they had achieve high levels of quality, service subordinate. It is at this point the subordinates acnot performed tc your expectations and customer loyalty. Consultants are 30-Day Callback strategy builds on also busy training management staff to and enhances what you have done Consider adding the 30-Day Callback implement the latest model to "surprise in the past. Simply click on your methodology to your administrative and delight"your constituents. While `Tasks' function in Outlook,record toolkit—a no cost,minimal time building and maintaining systems some brief notes about the issue commitment, and high impact strategy to achieve high levels of quality and at hand and set a reminder for one to improve quality control and surprise customer service are challenging, month later. and delight your community. some strategies can be employed by When the reminder flag pops up management staff that are both simple in 30 days,it's time to delight and By Don E. Lifto,Ph.D. and highly effective. Early in my career exceed expectations. as a public school superintendent,one p Senior Vice President of my mentors taught me a simple "Hi,this is Superintendent(City/ and Client Representative but powerful strategy: the"30- County Administrator)Joe Doe. We I dlifto @springsted.com p Tod Rgzl@)d OfltrodRJ D��-alzoo - • • ._ - . 1 Financial Health of Your Community Continredfrom Page 2 enterprise funds are reviewed to ensure with the historic trends. Any debt rated A community's financial health is they generate revenues from fees charged to by one of the major rating agencies is vitally linked with its demographic and those receiving services. important for you to review from the economic condition. The income,age, If there is outstanding debt,a good resource latest report. You should also contact employment and other factors all influence to turn to is the entity's presence on the your auditor and ask for a list of the the environment within which services EMMA site established by the MSRB. An recommended journal entries they are demanded,infrastructure is constructed Official Statement issued publicly for a have proposed. Be sure to ask for and ability to pay is determined. A good recent debt issue provides the latest snapshot clarification of the journal entry and understanding of these indicators will assist of all of your major financial indices along why they were or were not made in your in gauging your financial capacities. financial system. PAGE 5 ® springsted