For city to reach its potential, managers must focus on improving four areas

By Greg Bozzo

Greg Bozzo

As a successful Gilroy business owner and employer for more than 30 years, I have interacted with multiple governmental agencies at the federal, state, county, and city levels. Those experiences have taught me how to properly navigate governmental agencies with their rules and regulations. My positive experiences, though, have been with those agencies who prioritized effective customer service strategies.

Like business, providing consistently exceptional customer service is crucial for governmental agencies because it encompasses all of the qualities that citizens, non-profit organizations, and businesses require from their local government. Friendliness, empathy, confidence, competence, and a can-do spirit are essential elements for a positive experience and outcome. Incorporating these service values illustrates that the number one goal of City Hall is meeting the needs of those whom they are tasked to serve in a positive and effective way.

The city of Gilroy was once known for its ability to build and maintain strong working relationships. Unfortunately, Gilroy’s ability to provide quality and consistency for its citizens has eroded. Many constituents, when interacting with City Hall, have become frustrated with a lack of understanding, listening, patience — and satisfaction. With a renewed devotion to customer service, Gilroy can and will become known not for its shortcomings, but for its successes.

For the city of Gilroy to reach its potential, managers must focus on improving four areas: customer service, economic development, community input, and housing. While each of these are vital for the city’s success, positive customer experiences builds trust between the city and its citizens at each interaction.

Returning Gilroy to providing positive working relationships can be achieved by accomplishing two tasks.  First, Gilroy must implement policy and procedures that fosters cooperation between our city departments, business owners, professionals, and its citizens. It is imperative these strategies boost employee morale and performance as they are directly related to the outcome of every interaction with our citizens and business community. We must demand strong working relationships both within and with the city of Gilroy.

Improving customer service at City Hall is not limited only to tangible policy and procedures found in a training manual. Promoting a transparent, can-do culture where both staff and the public feel welcome, appreciated, heard, and valued is equally important. We must re-create a working environment at Gilroy’s City Hall where input from others is viewed, not as an obligation, but as an opportunity to obtain needed feedback to achieve common goals.

Purposeful dialog brings a diverse set of ideas that are often overlooked by busy employees and out-of-town consultants. This interchange also provides a sense of ownership and belonging to younger city staff and to concerned members of our community. Great customer service builds strong relationships, alleviates fear and builds community support.

Gilroyans deserve elected leaders and dynamic managers who can implement bold policy and procedures that are fair and productive to all. Leaders and managers must also possess invisible qualities such as empathy, passion, humility, vision, and strong business acumen. With the right combination of these qualities and leadership skills, Gilroy can elevate its customer service to higher standards and get back on path to reaching its full potential.

Greg Bozzo is a long-time Gilroy resident and runs a landscaping business.
Editor’s note: Bozzo has announced he is running for Gilroy mayor.