And here’s my customer service story for the week! After almost 33 years in local public service, I know that a public agency can provide exemplary customer service if they choose to. Almost six weeks ago I sent an e-mail to the City of Allen’s general e-mail address (copying myself) asking if it is the property owner’s responsibility to cut low hanging limbs that obstruct the sidewalks. And it was one of those questions, where you already know the answer, but just want it confirmed in writing. Well, after a week with no response, I forwarded the original e-mail to the same City e-mail address. I got a nice reply with a, “sorry I was on vacation this past week”. I was informed my question had been forwarded to Code Enforcement. I waited a week and then forwarded the whole ‘string’ to the original name in Code Enforcement asking the status. I got a nice reply back asking me to list all the addresses of the problem areas. In one of my earliest e-mails I gave a location of the east side of Fountain Gate just south of Main Street. All in all I had given them five locations where the limbs were so low that only a three foot tall person could use the sidewalk. I explained that I felt that was their job to do. Another week goes by and I’m told the property owners had been given seven days to complete the trimming. I waited two weeks that included two week-ends and sent another e-mail. I got a nice reply back that all the work had been completed. NOT! . . . Not one location had been touched. Today I met with Code Enforcement officers on-site and we drove the area. They just don’t know where the communication broke down. I do! I kept a copy of every e-mail sent and received. The City of Allen has spoken, they don’t believe in exemplary customer service! I’m looking forward to the 19th to see if we have “mission completed”!
1 comment:
There ya go discriminating 3 foot tall people again..... How do you know you hadn't stumbled onto the Lollipop Guild neighborhood? heehee
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