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Case Studies: The Case of the Crabby Customer
Linda Van Zandt, the Public Information Director in Somerset County, N.J. is seeking help from NACIO members with a problem involving unhappy customers at the passport office: Linda Writes: We're hoping you can help us with some customer-service pointers about how to politely tell people that an office is closed for the day. Here's the situation: Our County Clerk's office accepts passport applications, files deeds, etc. The passport function in particular results in a lot of foot traffic. The office has a sign posted on its door saying they close at 4:15 p.m. (they are open late one day, Wednesday, until 6 p.m.). A staff member locks the door at 4:15, but there often are still people inside completing their transactions. Folks arriving at 4:16, etc. get testy when they see people inside (the outer wall of this office is floor-to-ceiling glass) but are not allowed in themselves. Any ideas? We've been tossing around a few of our own (additional signage, additional extended hours, etc.) but we'd like to hear what others think. Thanks very much in advance for your help. Linda Van Zandt
You may want to start be reminding your visitors that the County Clerk is an elected position and answers only to his constituents and not the County Administration. In Kent County, Delaware that's been our response to people who complain that the Recorder of Deeds closes early despite having hours posted on the door. It may not be the best answer but it's worked for us. Bret Scott # # # This may sound like an over simplification, but what about some blinds/drapes on the windows? About 3:45, shut the blinds then when the doors are shut at 4:15 no one will be able to see the people inside. Would be cheaper than extended hours, besides, extending the hours will only extend the problem. Instead of having a bunch of people in line at 4:15 you'll just have them in line at 5:15. For additional signage, if they don't heed the ones you have now, they won't heed any new ones. Rick L. Vernier # # # I noticed them doing that at the post office a couple of weeks ago.... Close the blinds, lock the door...Hang an office hours sign eye (average) level on the door. We have all been somewhere at sometime in life, just seconds after the door locked, bus left, or gate closed... It happens. You can be open 23 hours and 59 minutes a day... and the people the come in that closed minute will want to write a letter to the Governor complaining about the hours. Good luck, Stephen # # # How about something like: "Our service counter closes at 4:15. Staff stay later to do necessary filing and paperwork." Julie Shortridge # # # Before I started with Mecklenburg County, I had a typical attitude about government workers. I couldn't understand how they could close offices so early in the day when my tax dollars were paying their salary. Now that I'm an insider, I try to maintain some of that attitude and look for way to make our services convenient to our customers. Our County Manager says serving our customers is the only reason we exist. My first choice would be to extend the office hours, recognizing that most people don't get off work by 4:15. I know if you extend hours to 6:00, there will always be people who show up at 6:02 wanting your services, so you have to draw a line no matter what time you close. Perhaps a short but visible ad campaign talking about your hours, the fact that you stay open for lunch to accommodate people, also would be helpful. Is it possible to do this work online? At least downloading the form would save some time for all involved. How did you get stuck with the passport job? I thought that was a post office function. That's who handles it here. Roger W. Kortekaas
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