The Other Side of the Counter

Posted by – Elizabeth Brennan, Executive Assistant

I love my job!  My main focus in the Community Development Department is to oversee our permitting system and ensure we provide a high level of customer service.  This is a very interesting and rewarding assignment for me due to the time I spent on the “other side of the counter” in the private sector.

Prior to joining Auburn Hills, I worked for a small design/build firm.  As typical of a small company, my responsibilities encompassed anything and everything related to customer happiness; from marketing our architecture and construction services, right down to applying for permits.   When working with municipalities, I personally had my share of experiences with what I call the “old government mentality” … no sense of urgency, coupled with an inflexible attitude.  In those moments, it always surprised me.  But, not in a good way.

Customers remember experiences, both good and bad.  It colors not only their anticipation of future dealings with an organization, but the organization as a whole.  Our staff keeps this in mind as we work to continually refine and streamline our processes.  We all strive to provide accurate, fast, and friendly services.  We do it as a team and get a big kick out of exceeding people’s expectations.

So, it is our goal to provide the very best municipal government experience ever.  We do it as if we were on the “other side of the counter.”