I think many of us experience poor customer service from time-to-time. Some might say that good customer service is a lost art. At our most recent City Council meeting, I mentioned at our meeting, directing the comments to our residents (residential & business), that they should not hesitate to reach out to City Hall if they have a question or concern. On occasion, one or more residents will come to a City Council meeting to present an issue to the Council. The concern I have is that the issue may have been brewing for days, but it is not shared by the resident until the next City Council meeting is held. By no means do we discourage public participation at our City Council meetings. Everyone is welcome to attend to observe or participate. My concern is that some people might think that the only way to get something done is to attend a City Council meeting. That is not the case. Our staff is prepared to address the concerns of our residents at any time. We pride ourselves on being attentive to the needs of our residents, and we have a track record to prove that. Now that’s not to say that we can accommodate every issue brought before us. Some requests simply can’t be granted, but we will be honest with you about our ability to assist. What we won’t do is give you the run-around.
If you call the main number at City Hall at 248.370.9400, your call will be answered by a real person who will either assist you with your inquiry or find someone who can. Of course, if your issue is of an emergency nature, dial 9-1-1. What you will not experience is being transferred from department to department where you must leave messages in hopes that someone will eventually address your concern. Our customer service model is to make sure that we get you to a person who can provide you with an answer to your inquiry in a timely manner. And if they can’t, they will take the initiative to get you to the person and the answers you need so that you don’t have to be chasing people down.
Yes, good customer service does still exist, and we exist to serve the needs of the community. We strive every day to be the best at service delivery. Let us know how we’re doing.
Tom Tanghe, City Manager