The Disney Way
To further advance customer service, the Township hired Bill Capodagli – a management consultant and author of the “The Disney Way”, which was awarded a coveted “Best Business Book of the Year” by Fortune magazine. Bill was also selected because of the work that he has completed with other municipalities – including Ottawa County that implement the Disney Way program in 2012.
A three-day seminar and subsequent follow-up meetings were provided to all full-time staff, elected officials, and certain part-time employees of the Township to stimulate and encourage improvements towards the Township’s ongoing focus on customer service.
As part of this process, “champions” were selected to re-draft a new “Values Statement” and short list for “Codes of Conduct”. The Value Statement created by the employees and approved by the Township Board is as follows:
We are a team devoted to providing superior customer service while inspiring an atmosphere of integrity, respect and trust. We value open communication, honesty and understanding.
The Codes of Conduct comprised nine (9) expressions of our values, which included:
1. We live the
2. We act with patience and understanding.
3. We create a culture of service in which every person is valued.
4. We communicate openly and honestly.
5. We lead by example.
6. We are open to new ideas and beliefs.
7. We work together to keep our community safe and clean.
8. We strive to know the answers and seek solutions.
9. We celebrate and enjoy our work.
Township staff are still required to enforce state safety regulations, building code requirements and a myriad of local ordinances designed to protect property values and promote orderly growth. But, both staff and elected officials have a
renewed focus on fulfilling these obligations in a manner that better values all 17,000+ residents of the Township.