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City Council Minutes <br />April 23, 2019 <br />Page 4 <br />Staff was directed to research cost, realtor feedback, city liability, and how many <br />cities have the point of sale inspections. <br />Personality Profile — PACE Palette Review <br />Mr. Portner reviewed the PACE Palette Personality Profiles. Staff and Council <br />discussed the differences and how to interact and communicate with each other <br />based on each person's prominent assessed color. <br />Development/Business Survey <br />Mr. Portner questioned Council about the Chamber's survey. <br />It was noted there were many issues with the survey to make it difficult to determine <br />the accuracy of the data. <br />Mayor Dietz stated he would like to have more details about any issues. He <br />questioned the level of assistance certain applicants may need, such as a developer <br />versus a resident or small business owner. He noted each city is different with their <br />rules and some applicants aren't going to like to follow or be happy with any rules <br />placed on them. He stated one comment he's heard is an applicant feels like they get <br />passed around to multiple staff. <br />Councilmember Ovall questioned if there is a way to give staff more decision- <br />making capabilities. <br />Councilmember Westgaard stated he has heard of fewer complaints over the last two <br />years. He stated most complaints were difficult to confirm. <br />Councilmember Wagner stated there are critical issues and there is anger in the <br />public but the people are afraid to come forward for fear of retaliation. She stated <br />they always feel they are not getting good customer service. <br />Councilmember Ovall concurred as he has gotten the same complaints. He stated <br />more empathy is needed. <br />Councilmember Westgaard questioned when and where fear of retribution has come <br />forward. He stated if no one is willing to come forward it can be difficult to fix issues <br />or explain what happened. <br />Councilmember Wagner stated the city needs to accept that these are real feelings <br />and people are not receiving exceptional customer service. <br />Councilmember Westgaard stated the city can't formulate a plan to improve when it <br />doesn't know where the improvements are needed. <br />t 0 1 E A E 1 1 1 <br />NATUREI <br />