Monthly Archives: July 2015

How To Become More Productive With Less

Even before we recognized there was a Great Recession in the last decade, companies were watching their bottom lines and pulling their belts tighter. So was Government, whose major means of reducing costs is personnel-related, meaning reorganization, layoffs and leaving vacancies open longer. This provides challenges, especially in an operation with one or two employees charged with performing the tasks that keep wheels turning and customers satisfied.

Generally these are dedicated employees, aligned with the organization’s goals and objectives and motivated to make a difference in work and in life. Entities owe it to these champions to enable them to accomplish the tasks at hand and to provide tools and opportunities to keep them engaged and motivated to do their job well. Read more >

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The Dreaded Rate Increase – How Can Your Team Better Deal With Customer Fallout?

As the two most dreaded words for a utility billing professional, “rate increase” stands as a polarizing and frustrating situation for both the customers and the front-line city workers. With the changing economy, our cities, towns, and municipalities face the struggle to provide the most affordable services to the public, while also maintaining the best equipment, standards and practices. However, we also must realize that, despite economic recovery, many of our customers still feel misplaced resentment toward any entity that they perceive as adding to the conundrum of their rapidly decreasing take-home pay. While rate increases are inevitable for long-term service quality, your team also needs an action plan to best address customer concerns and frustrations. Read more >

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Small Towns and City Clerks—The Unique Challenges You Face When Everybody Knows Everybody

We’ve all heard the saying that life is just different in a small town. It seems to move at a more leisurely pace, and places emphasis on the community as a whole. Everyone knows everyone, and even everyday business interactions are peppered with social connections. These qualities are what give small towns their charm.

For city clerks, however, managing their duties within a smaller community sometimes comes with a unique set of challenges. Here are the common high-maintenance customers you may see throughout your week:

  • The “My Way” Customer—These are those tough residents who never seem to pay on time, always question their bills, and generally make you feel like you are pulling teeth with every interaction.
Read more >
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Is Your Workspace Dragging You Down? That Unsightly Mess May Be Why You Feel Stressed

For city clerks and office personnel, on-the-job stress is a common factor. From customer service headaches to technology failures, you are constantly bombarded with situations that test the limits of your patience. While you can’t change that irate customer’s behavior or drop-kick your IT person for another computer crash, you can find out if other factors are only adding to your stress level and hampering job performance. One of the biggest contributors to how you feel throughout the day is right under y our nose, and you may not realize that your desk and office environment are dragging you down.

A messy and disorganized workspace triggerFrustrated_man_at_a_desk_(cropped)s unconscious stress, and contributes to those feelings of being overwhelmed, behind in your work, or claustrophobic. Read more >

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