Did you receive outstanding customer service from an Olympia employee?  Is there an individual, team or department who should be recognized for exceeding your expectations?  Send me an email or call my office at 360-753-8447.  Thanks!

                            - Steve Hall, City Manager

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April 20, 2008
Outstanding Service Recognized

To the City Council and Public Works Department, City of Olympia -
I am once again writing to thank you all for the outstanding service rendered recently. I had a leak in a bathroom water valve and requested the City turn off my water at the main so I could address the problem.

Water was turned off at 8:30 a.m. on Monday, and turned back on at 3:30, exactly as requested. However, when Public Works turned the water back on, the lady noticed a slow leak (flow) at the meter. She knocked on my door. I was not home at the time. Due to the concern, she called the utility desk and asked for my phone number, called me with her concern. I came home and met the lady who was concerned that there may have been some damage.

After sopping up the water in the bathroom, I reconnected the fitting and asked her to turn the water back on at which point, all was well.

It's gratifying to know that she was willing to stay on site until I got home (5 mins) and was deeply concerned for my welfare and the welfare of my property.

This letter is my way of thanking her, the City Council, and our great Public Works Department for service, though expected, is greatly appreciated! Thank you all very much!

Sincerely,
Andy Omdahl

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February 29, 2008
Graffiti is no Match for Olympia Parks Staff

David and Linda:
Thanks very much and our regards to you and the crew(s) that worked on the graffiti removal and the big maple tree. The graffiti on the Margaret McKenny sign is completely gone, and the tree has a section cut out permitting easy walking on the trail.

Thanks again for the very quick and responsive work in Watershed Park.
Joe Ford

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February 12, 2008
Olympia Lends Staff Assistance to City of Centralia for Flood Damage Inspections

Thanks a million for sending down Ryan Miller to help us out. His attitude is very good and he is a very good reflection on the City of Olympia. I am getting nothing but good comments on his interaction with the people of Centralia and his continued support of our efforts to provide the FEMA RSDE Inspections to all the homes flooded during the 12/07 flood. Again thank you.

LG Nelson, CBO
Building Official
City of Centralia

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February 7, 2008
Policing the Olympia Way - Kudos to Officer Steve Hurd

I received the following compliment in the mail that exemplifies our Policing the Olympia Way philosophy...

I don't know if OPD (Olympia Police Department) has an officer of the month program.  If you do he (Officer Steve Hurd) should get it.  It's good to know that there are officers out there that still care about all people, even if they have done some wrong things in their life.

I was relesed from jail and I needed to get my belongings from my soon to be ex-wife.  But there was a no contact order against me.  So I called OPD.  They sent Officer Hurd.

He helped me get my stuff.  I was on foot, so he gave me a ride to the mision and gave me his card.

Later one, I needed to get the rest of my belongings.  He responded to my ex's house, but she wasn't home.  So he told me to try again. 

Officer Hurd has also done welfare checks on my kids because I was concerned about them.  They were living in the same house as my brother and he is a sex offender.  He told me how to get a no contact order which he served.

Thank you to Officer Hurd.

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December 31, 2007
Message from Outgoing Mayor Mark Foutch to Olympia City Employees

It's been a tremendous honor to serve on the Olympia City Council these past 16 years. One of the best things about my time on the Council has been getting to know so many of our terrific City employees. But whether I met you personally or not, the quality of your work made me proud, time after time, to say I represented the City of Olympia.

The City workforce is recognized throughout our community as innovative, responsive, courteous, and professional. Our residents and businesses, our customers and visitors, see the results of your work every day and they greatly appreciate what you do. And you are recognized regionally, statewide, nationally and sometimes even internationally for your willingness and ability to "break the mold" and achieve new levels of service. You are truly awesome, a class act if I ever saw one!

Starting tomorrow there will be a new Mayor and two (soon to be three) new Councilmembers. I'm leaving secure in the knowledge that you and your work will continue to be a source of confidence and satisfaction and learning for them and that your relationship will be constructive, collaborative, and enjoyable.

Thank you for all your great support and friendship over the years.

Wishing you all the best in 2008.

Mark Foutch, Mayor

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December 14, 2007
Exeptional Customer Service from Olympia Police Department

The following letter was received by the Mayor and Council this week.  It's great that one of our residents took the time to recognize the service that our police officers provide day in and day out in our community (holiday's included).

I am writing in praise of our Olympia Police Department, specifically Patrol Officer Steve Hurd.

On November 12, 2007, I went to the police department to file a report.  As the office was closed for the holiday, I used the telephone in the foyer and then waited a few minutes until an officer arrived.  Officer Hurd was ready to hear my concerns and assist in filing the report.  He was understanding and concerned, despite the cold and rain, and was patient through my report.

Officer Hurd was sensitive to my needs and assured me of my action.  He gave me his business card and told me to call if I had other concerns.  He also instructed me as to methods to help keep safe.

I applaud the Olympia Police Department and specifically the actions and support of Patrol Officer Steve Hurd.  Thank you for policing the "Olympia Way" to keep our citizens and neighborhoods safe and secure.

Sincerly,
Marilyn

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December 10, 2007
Professional Police Service

An email I received today ...
My daughter was involved in an automobile accident on the afternoon of December 6.  One of the responding officers was Shelby Nutter.  I would like to thank her for her professional and courteous responce.  While interacting with a police officer is not one of my preferred actions during any given day, Officer Nutter's courteous and efficient responce left me with a very positive attitude regarding our city's police force. 

Grafitti Busters ...

On behalf of the Northeast Neighborhood Association, I would like to send a big thank you to the Fire Department.

Our neighborhood has been the target of graffiti "artists" over the past few months.  We have been working with Amy Stull to clean up the sites.  Amy got in touch with Frank Spickelmire to let him know there were two fire hydrants in our neighborhood that had been tagged.  She asked him if he would like us to send out a cleaning crew.  Frank told her that the fire department  would handle it, due to  the need for uniform color and possible usability issues.

Frank then drove out to the sites and noted the graffiti that afternoon.  Within the week, they have both been repainted!

Thank you so much for helping us in our neighborhood's battle against vandalism, and Frank, thank you for responding to our call so quickly.
People like you make the city of Olympia a great place to live.

SIncerely,
Valerie Adrian

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October 1, 2007
Personal Service Wins the Day

This is just the type of letter that makes my day ...

Last week when I called your office from Seattle about what to do for my son, who has schizophrenia and had been arrested on an old warrant for a Failure to Appear, I was lucky:  Linda McCrary answered the telephone.  What a gracious, helpful person your Legal Department is blessed with!

Patiently, Linda supplied me with all of the legal information I might need - even answering questions I hadn't know enough to ask.  She also gave me a variety of options that I might pursue to help my son and added precise driving directions to the offices in Olympia (an unfamiliar city for me) where I needed to go.  When I arrived at your building the following day she greeted me with a smile and recalled our phone conversation.  Then she set about helping me help my son.

So many employees in public agencies and systems become burned out or develop emotional callouses because of the demands of the work - which are sometimes intensified because resources for getting the work done aren't funded well enough.  Through it all, Linda has kept alive her commitment to serving the public effectively and warmly.

I'm grateful to Linda McCrary for being so responsive to an ordinary citizen.  I'm grateful to her and to the Olympia City Prosecutors for the understanding and compassion shown to my son.

But most of all I wanted to make sure you knew about the impressive personal and professional qualities of one of your employees.

Thank you!

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September 5, 2007
Seamless Service from Community Planning & Development and Olympia Fire Staff

The following compliment is representative of our Service First philosophy ...

Just wanted to express our gratitude to an unbelievable job done by Tom Hill (Permitting & Inspections Manager), Joe Roush (Urban Forester), and Rob Bradley (Assistant Fire Marshall).  These three in particular have gone out of their way to give us a seamless transition into the Eastside neighborhood.

Our project has been running very smoothly thanks to their efforts and genuine care for this community.

I have worked in many counties and jurisdictions in my career and can honestly say I have never encountered such competent and caring individuals in their positions.  This has been an unusually enjoyable experience for me.  Thanks you for that!

Matt Abbey, Project Manager
Newbridge Church

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August 28, 2007
We Care - Policing the Olympia Way

Mayor Foutch received the following letter in the mail today.  I'm proud to share this example of Policing the Olympia Way ...

During a time when people find it almost common place to be critical of our public servants, I find it refreshing to be able to give praise to an observation I recently made of our local police and their gracious approach and common sense to an incident in downtown Olympia, approximately two weeks ago.  The police responded to a call to the 4th Avenue Tavern regarding an intoxicated man who was incapacitated in front of the tavern.

The responding officers, after interviewing the individual, found him to be unable to stand up in order to get home.  He reported to them that he had tried to have a cab drive him home, which had not responded.  The police officers ensured his safety by having him remain seated on the pavement and waited with him until the cab they called arrived.  They continued to provide courteous care and conversation while waiting for the cab to arrive.  When the cab showed up, they assisted the man into the vehicle and gave verbal instructions to the cab driver.

I was particularly struck by their compassion in assisting this incapacitated man, while not in any way, demeaning his dignity.  I commend Patrol Officers Rick Smith (especially Officer Smith), Paul Evers, and Jason Watkins.

This incident on its face, may seem somewhat trivial and a part of the job, but to me it epitomizes the good things we would hope to be common place in how people treat others in the execution of their job responsibilities.

We all need to look for the good things when they happen, and let others know we appreciate them.

Sincerely, 
Sheryl - an Olympia resident

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June 10, 2007
The Ring
Last month our Public Works storm water utility staff brought tears to all of our eyes with their caring and outstanding We Care service.

When the mail arrived one morning in our sewer utility office, there was a letter from Alma, a 98 year old Olympia resident, asking for some help.  Here's the letter ...

"RE:  MY PERSONAL REQUEST
I am a 98 year old retired teacher living in Olympia and last night I accidently had an awful event happen to me when my diamond wedding ring got flushed down the toilet.  I had the ring for 39 years ... My request, IF, by any chance the ring is found, I would have my daughter help me pay a big reward for it.  I realize it becomes a big IF.  Thank you for becoming aware of my sorrow at the loss.  I do believe in miracles."

Our staff believe in miracles, too.  Despite the odds, one of our sewer utility crews went to the property where Alma lives and used a telescoping camera to view the line from her building to the street -- no ring.  Undaunted, they used our vactor truck (think powerful vacuum cleaner) to flush out the sewer line under the street.  By hand, they painstakingly sifted all of the debris through a rock filter. 

And, a miracle, there was the ring.  It had become lodged in some debris in the line and had not flowed on to the treatment plant.  Alma was thrilled, as were our utility crew members!

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May 23, 2007
Letter of Thanks to Olympia Fire Department
Dear Mr. Hall,
I would like to express my special thanks to the men and women in the City of Olympia's Fire Department for helping to save my mother's life on February 27.  She had a heart attack and is doing great thanks to them!

These men and women went above and beyond the call of duty and I am writing this letter to express my sincere gratitude to the Olympia Fire Department for the outstanding service they give to us all in Olympia.
 
Sincerely, Bob G. Thompson

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May 10, 2007
City Planning Staff Deliver Exceptional Service - Even Late on Friday Afternoon
Following is an excerpt from a letter I received about exceptional service by the City's Community Planning & Development Department staff on a Friday afternoon just prior to the end of the work day.  Just one more example of how We Care!....

At the end of the week on Friday, yes Friday, I went to ask for some help in filling out a tenant improvement application and final drawing details.  What took place was beyond my expectations.

At the counter, Pete Watson helped me through the review of our drawings and work items and marked up one of our drawings to show me what was needed on them.  Then he allowed me to finish marking up my other three drawings in the same way so I could turn them in for review.  NEVER have I had this much help from any municipality in the area, and especially late Friday afternoon!

Thank you Pete and supporting staff Pam Fant, who completed the process of submittal for me at the end of the day and week.

Your excellent customer service is appreciated, your checklist of items to submit is helpful and thorough, your willingness to accept legible markups on tenant improvements is awesome, and overall I could not ask for anything more from the professional assistance I received.

I have no other municipal submittal process example that I can compare with your effort.  Your improved approach to handling the customer is extremely appreciated.

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March 23, 2007
Olympia's Family Playtime Touches Two Lives
I've known that our Parks, Arts and Recreation programs touch the lives of our residents in positives ways.  It's great to have confirmation.  Following is the gist of a conversation recently overheard at The Olympia Center about a side benefit of our Family Playtime program. 

Following Family Playtime, a woman of Chinese-American heritage with a small child (about 18 months) was having a conversation with a mother from India that had a child that is closer to 24 months. They were sharing parenting stories, and the conversation turned to how to get a child to bed without tears. 

After sharing ideas, the woman from India confessed she had been feeling very alone as all her relatives are back in India.  She expressed how grateful she is for the opportunity to meet with other mothers and share worries and concerns and providing some support in her life.

A BIG thumbs up to Veronica and her Family Playtime instructors for coordinating such a rewarding program for our community, and showing that We care!

BTW, for information about Olympia leisure and recreation experiences, check out our Recreate activity guide.

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March 2, 2007
Thumbs Up to David Lobe - The "Garbage Man" Hero

Every day and every route, David Lobe, of Olympia's Waste Management Service, never misses an opportunity to brighten someone's day with a smile, a honk or a flash of his lights. He truly loves to see children in the windows each morning waving to him as he drives the streets of his route.  Here's an email we received at City Hall today ... 

Thanks very much.
Pete (an Olympia utility customer)

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December 28, 2006
Olympia Employees Care -- On and Off the Job

The great folks I'm privileged to work with never cease to amaze me with their creativity, compassion, generosity, and willingness to help others.   Here are some of the ways Olympia City employees have been sharing their time, talent and money with the community...

Hand Knitted with Love.  The teens at Rosie's Place will be stylishly warm this winter thanks to some folks in Olympia Public Works.

This fall, Andi Laramie in Public Works Engineering contacted Rosie's Place - a drop-in safe place for youth - about how she could help.  She learned they needed scarves, gloves and hats to keep kids warm in winter.  On her own, Andi began knitting ... one scarf and hat at a time.  Then the word - and the knitting - began to spread among her co-workers.

On December 22, Andi and Brenda Stocker, also from Public Works, delivered three big bags full of hand-knitted scarves and hats to Rosie's Place.  

Hands On for Habitat.  On four consecutive Fridays this fall - rain or shine - twenty City employees from Community Planning & Development hoisted siding, pounded nails, and sprayed paint on three Habitat for Humanity homes in the Fairview Cottages Development. 

As one of the participants stated, "I had such a great time at the Habitat Cottage project!  Even though it rained (and rained hard), I still felt like our group accomplished a lot, and had fun doing it!"

The Food Bank Challenge.  Public Works Facilities Maintenance (Al Bauer, Brett Bensley, Pete Gregorio, Kathy Nolet, James Rolfe, and Steve Thunell) threw down the gauntlet this year and challenged other Public Works sections to best them in pounds of food donated to the Thurston County Food Bank during December.

Wow!  Maintenance Center employees donated 465 pounds, and the final tally for all of Public Works came in at 1,678 pounds (that's almost a ton!!!!).  

Garbage Santa and his Collector Elves.  They roll down your streets during the week, and each December they roll up to the home of an "adopted" family with gifts and food.

Olympia's garbage collectors adopt a family through the Volunteer Center.  This year, they chipped in about $400 to purchase items on their family's wish list (a single mom with three kids), plus gift cards to local grocery stores for essential items.

"Garbage Santa" and his "Collector Elves" personally delivered the gifts with the jolly one himself riding on the back of the truck.

The City Hall Giving Tree.  For the past five years, the Olympia City Clerk's office has organized a giving tree to benefit a family adopted for the holidays through the Salvation Army.

Tammy LeDoux, Clerk Services supervisor, reports that this year a family of five (mom and four kids) received three gifts each plus stocking stuffers, canned goods, toiletries, and a $150 Safeway gift certificate due to the generosity of Olympia's City Hall employees.

More Families Adopted.  Not to be outdone, the employees in Public Works Engineering (the same folks who had knitting fever) adopted four families this year.  They raised money for Christmas gifts, food, and essential items from bake sales, cook-offs, and personal donations.

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November 16, 2006
Exceptional Customer Service

"This is just a short message as a customer of your department about your office staff.

As a customer, if I have had any question/concerns/problems about my service the staff in the customer service office has always been exceptional in their assistance. They are consistently kind, prompt, and extremely helpful in dealing with customer accounts.

I am sure this is not exclusive to me, and the staff should be commended for the work that they do for the public. I appreciate their effort and attention to their work.

Thank you."

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October 3, 2006
Thanks to Kimberly and Helena in Utility Billing for showing that "We Care"

Wow!  Where has the summer gone?  Even though it's flown, our City staff has not let down on their commitment to service and showing that We Care.  Here's a recent compliment from a utility customer named Elizabeth ...

I want to compliment Kimberly and Helena.  They worked with us to pay our bill after a long medical illness in the family.

They greatly reduced our stress level to help allow us to go out and make our income grow to pay our bill.

Their kindness made a difference!  Thanks!

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July 7, 2006
Outstanding Customer Service

I've been on a home building mission in Mexico the last couple of weeks.  It was great to return to the office and see the following email from an Olympia resident:

"Just wanted to let you know that a City of Olympia crew blacktopped our street yesterday afternoon. The workers could not have been more professional and business like. They made arrangements to ensure that all of the residents on the street were not unduly inconvenienced. Most striking was the fact that the sweeper trucks were working until past 7:00 P.M. to make sure that the street surface was smooth and clean. Thanks for a job well done. Plus the price was right!!"

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June 12, 2006
Thank you to the Olympia Community

I received the following email from a recent Olympia visitor:

"Thank You to the city of Olympia.  I recently visited a friend there, and I fell in love with the city - in fact - the whole state. Besides being a most beautiful place, everyone - wherever I went - treated me top notch.  It was very difficult to leave and come back to New Jersey.  I hope to one day return to Olympia and see all the things on my list that didn't get crossed off.  It was a most excellent vacation."

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June 9, 2006
Bicycle Commuters Show that We Care

Congratulations to the 50 Olympia City employees who participated during May in the annual Bicycle Commuter Contest.  Collectively, they bicycled 5,055 miles and demonstrated that we care by removing 584 car trips from our streets.

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June 6, 2006
Kudos to Olympia's Utility Accounting Staff

When was the last time you received a personal phone call from a billing department to explain a payment problem and actually fix the situation?

Last week, the customer service folks in our utility accounting section stayed until 8:00 p.m. to personally call 92 customers whose utility payments took a delayed path at the post office.  This week, they continue to work on individually adjusting each account to remove the late notice and fees.

Here's the rest of the story ...
Last month, several utility customers with a history of timely payment contacted our utility accounting office to express concern about receiving late payment notices.  The office supervisor reviewed our internal procedures and determined that nothing was amiss on our end.  He then contacted the local post office about possible missing mail.

Last week, the "lost" mail from 92 Olympia utility customers (169 different utility accounts) was delivered to City Hall - some over two months old.  That's when our staff said we care, and made personal phone calls to each customer to explain the situation and fix the problem.  Our staff then took the time to individually clean up each account record and remove late fees.

A big thumbs up to Cecilia, Helena, Kathy, Kim, and John for showing that we care!