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Economic Development Authority Minutes Page 2 <br />November 18, 2019 <br />6. Public Hearings <br />There were no public hearing items. <br />7.1 Business Survey Summary <br />Ms. Othoudt presented the staff report and introduced Debbie Ryberg. <br />Debbie Rydberg, Elk River Area Chamber of Commerce, discussed the survey <br />process. <br />Commissioner Westgaard stated some of the feedback received is not related to the <br />EDA and would be shared with the City Council and staff. He commented <br />perception is reality and suggested some self -reflection to determine what things can <br />be improved, noting the business community will be looking for results from this <br />survey. <br />Chair Tveite felts there was an undertone with certain points, noting the business <br />customer feels their risks are not being understood. He stated we need to be more <br />customer focused and go beyond to a partnership mentality as opposed to a <br />customer mentality. He noted the authority still needs to have rules, ordinances and <br />processes in place but there may be ways to make the process more transparent and <br />user friendly. <br />Ms. Rydberg stated most business people don't understand the differing departments <br />and how they all operate. <br />Chair Tveite stated there is some direction that could be taken from the survey but <br />was hoping to see more descriptive ideas. <br />Ms. Rydberg stated businesses are not experts at city hall and it would be unrealistic <br />to rely on them. <br />Commissioner Westgaard stated there were comments that the surveyors understood <br />they need to follow rules but not empathy from staff and understanding how best to <br />work together. He stated there needs to be more understanding and questioned how <br />to define customer service and compliance because they can clash. <br />Commissioner Blesener stated customer needs can vary noting a family business <br />wouldn't have the depth of being able to utilize an engineer or architect. He <br />suggested an ombudsperson spending time with the customer, not necessarily doing <br />the work for them but holding their hand more through the process. <br />Ms. Rydberg stated businesses have a certain budget and there needs to be awareness <br />of all the costs for a project. <br />IR1REI 11 <br />NATURE <br />