>> City Manager >> Customer service

Customer service is key to good government;
good employees find ways to make it happen

By Tom Bonfield, Pensacola City Manager

I have spent more than 20 years working in government, and three points keep proving themselves over and over. These points are central to success. Without them a government cannot function to its fullest potential.

Customer service -- we must always think of the customer first. We are in the business of public service and we must serve the public well. Just as department stores and other private businesses can be appreciated for their dedication to customers, so can the City of Pensacola be respected and admired for its service to residents and visitors.

Employee empowerment -- the workers in the field often are the employees most capable of anticipating and meeting needs. We must encourage all city employees to be innovative, thoughtful, efficient. Government is a team effort; for maximum success, we should work together, respect each other and help each other, regardless of rank or job title. Each employee, no matter his or her job description, has chances every day to shape this community and improve the quality of life for our citizens.

Continuous improvement -- we can challenge ourselves to find more effective ways to perform our job and provide the services our citizens want. Mistakes will be inevitable, but we can learn from them and correct them. We also should seek ways to improve on our successes, and look for ways to do the job even better. We must keep striving for progress lest we become outmoded and irrelevant.

From the City Manager's Desk: