I am one of those people who gets these calls. I have come across a lot of different people, with a lot of different reasons why they feel they are deserving of being the exception to the broken "rule". Here is a list of things I recommend doing (or not doing) if you are one of those people looking for a little leniency:
- Be polite. Don't yell, accuse, or point the finger if you were in the wrong. Profanity will get you no where and will only help to increase your blood pressure...it also means I have my boss' permission to end the conversation and hang up.
- If you ask a question, listen for the answer. I often times take the time to explain a policy, procedure, or circumstance just to have the caller keep going over the same thing again and again. I can keep giving you the same answer, but it does neither of us any good if you don't listen.
- Be respectful of time. I have learned not to make calls to close to the end of my day, because people don't know when it is time to end the call. I have helped you all that I can and given you the information you need. Now it is time for me to get back to work on other things. I do not need to know the history of the neighborhood or why that neighbor is such a horrible person. I can accomplish most of what is essential in 5 minutes. Keeping me on the line for 15 or more is not a good use of my time or taxpayer dollars. If the call starts becoming more of a social chat that has nothing to do with the service person on the other end, you are done with your business with them...say thank you and good-bye.
- Say thank you. I say this again because it goes a long way with me. I am more receptive to the person who appreciates that this is a part of my job that deserves some positive feedback.
- Imagine yourself on the other end of your conversation. If you are about to say something that you would be offended by DON'T SAY IT! Think about what your own reaction would be and understand that this is what you may get in return for something you say. Don't be surprised by the reaction you get if you still decide to open your mouth and let the words fly out.
- Understand that with budget cuts and reduced staffing, services are going to suffer. I cover a lot of territory and have to do it in an 8 hour day. I can't be everywhere and do everything for everyone. Many times departments lose employees that are never replaced. Their work is picked up by the remaining staff. Eventually something has to give.
- You are not alone. You got that notice to take care of a code violation, parking ticket, whatever. You are not the only person who got one that day. Yes, there are other people who could have gotten the same citation. Refer back to the previous statement. The cops can't stop every speeder, we can't catch every violation. Thank you for understanding that.
- If services are important to you, let your elected officials know. They are the ones who establish and approve budgets. If they hear from enough people, it may make the difference between keeping or cutting.
- If you hate the rule/ordinance/code, call your elected official. They are the ones that make them, we are the ones that enforce them. You may also learn why this rule benefits you rather than being your burden to bear.
- If you want more services, be willing to pay for them. Yes, your taxes and fees are more than you like, but if you like to have nice things you have to pay for them. This may mean even more taxes and fees if you want more done.
- Finally, be nice. Yep, I said it again because nice goes a long way to getting what you want.
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