That’s Scott Kipp and Regina Herron. They are City Planners in our Planning Division. By day, they work with land developers, construction companies, and citizens to help them comply with Eden Prairie’s land and building development regulations.
But these two versatile City employees are more than just mere City Planners. They are also outstanding amateur actors! They recently starred in the first video of a new video training series that we are creating in-house called “Eden Prairie On Track“.
Eden Prairie On Track is our training program for new employees. The program is being designed to educate new employees about our organizational culture. The first video in the series is about Customer Focus. These messages are delivered in the video series by a combination of City employees, citizens, and other public officials. It features the following key messages:
1. Excellent service to both Internal and external customers is essential to our work.
2. Every interaction is a moment of truth with a customer. (i.e. an opportunity to ensure that the customer has a high quality experience with us).
3. Service recovery is any action that allows any staff member to acknowledge and amend an experience a customer perceives as less than excellent.
4. Customer Focus means that we not only respond to customers in a friendly, timely manner but anticipate what our customers need and take action to meet and exceed their expectations.
5. Being customer focused also involves actively listening and responding with empathy to our customers; both internal and external.
The Customer Focus video is done. We’re getting ready to debut it to current employees now and will begin using it for new employees very soon. Our next video will be about Public Stewardship. It will include the following key messages:
1. Stewardship as an expectation of all city employees means that each of us must act every day to preserve Eden Prairie�s reputation as one of the best cities to work and live in this country. That reputation includes the city�s physical beauty, environmental preservation, economic vibrancy, cultural diversity and operational innovation and efficiency.
2. Further, as public stewards here at the city, all employees are expected to consider the best interests of our residents, businesses, community groups and visitors as their first priority in daily work rather than be influenced by personal or political factors.
3. While operating as public stewards representing the City, all employees are expected to act with integrity; in an honest, trustworthy manner following through on all commitments while sharing information and resources readily.
4. Being stewards of the City�s investments and resources including time and money not only requires that employees are prudent with managing expenses but that they seek out, identify and act upon opportunities to protect and enhance those assets.
Eden Prairie On Track is an important training tool for the City. We’re devoting resources to it because we feel that it will have a long positive effect on the employees that we hire to provide City services to our citizens in the future.
