August 6, 2010
Every businessperson knows that in order to keep your business healthy you need to understand the needs and attitudes of your customers. Here at DBPR we manage this through a combination of analytics and anecdotes. Analytics means that we monitor the performance each of our core business processes at a macro level to identify operational problems early and apply rapid fixes. Anecdotes are a way of looking at how we affect customers via one-on-one meetings to learn specifics as to how our agency has impacted the people we regulate or license.
During these sessions, we hold open office hours around the state, where I make myself available to any person who is dissatisfied with how our agency has performed. Frankly it is not easy to learn that your agency has failed a citizen, but it is extremely useful to get the unvarnished truth about our agency's performance from the people we license and regulate.
Our employees understand that our paychecks come directly from the wallets of the businesses and professionals we license and regulate, so after these "On the Road to Better Business" sessions, we dissect every customer problem to determine a root cause and solve the problem. This process of continual customer feedback has become an important management tool in the agency, and solving these problems one by one has improved our service to all of our customers.
I will be in Stuart, Fla., on Monday, Aug. 9, from 8:30 to 12 p.m. to sit down in one-on-one meetings with customers. I invite you to join me at the SunTrust Bank building, located at 2400 S. Federal Highway, Suite 250, Stuart, Fla. I’d like to thank Representative William Snyder for his hospitality in allowing us to meet in his office. I know it's important to him to give his constituents the opportunity to sit down with me and discuss ways we can do things better.
I'm grateful to those of you who have already met with me in these "On the Road to Better Business" meetings and helped us in the process of eliminating barriers to business. I encourage any of you who know someone who may be interested in meeting to share this invitation.
Customers can schedule meetings with me by e-mailing firstname.lastname@example.org. I hope that you will consider sharing your insight with me, and I look forward to hearing how we can serve you better.
UPCOMING BOARD MEETINGS
August 13, 2010