In this program new city employees learn why most municipalities have become very good at serving their customers, both at serving the public and at helping fellow staff members run the city.

They learn the importance of giving basic respect to each person they deal with, and the importance of being open and pleasant and truthful and sincere.

They learn to create a positive atmosphere, and see the value of being calm, patient, consistent and helpful.

And they learn the importance of minimizing unnecessary frustration, the value of responding to requests in a timely manner and the necessity of learning their job completely in order to be an informed public servant.

By the end of the program new employees understand clearly the principles of successful customer service, and that they are expected to put these principles into practice every single day they come to work.