By Jim Hunt for the Harrison County News and Journal
Recently, I had the opportunity to do a training session for the Town of Stonewood, West Virginia, and it got me thinking about the value of improving customer service in cities and towns. Mayor Jim Terango had asked me months ago about training topics that might be valuable for his staff, and I suggested a session on “Customer Service.”
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At first glance, “customer service” might sound like something for big-box stores or call centers, but in local government, every citizen who calls, emails, or walks through the door is the customer. In small towns, those customers aren’t strangers, they’re neighbors, classmates, or the person who sits behind you at a Friday night football game. That makes good service even more important.
One of the key points in our session was that great service doesn’t always mean saying “yes.”
Sometimes you can’t give people what they want, but you can always treat them with respect, patience, and kindness. As Henry Ford once said, “It’s not the employer who pays the wages.
Employers only handle the money. It’s the customer who pays the wages.” In local government, it’s the taxpayers who keep the lights on, and how we treat them says a lot about our
community’s values.
We also talked about what not to say. Phrases like “That’s not my job” or “You’ll have to call someone else” send the wrong message. Instead, we practiced ways to say the same thing more helpfully: “Let me find out who can help you,” or “I’ll make sure this gets to the right department.” Those small changes in wording can make a big difference in how people feel about their town government.
During the session, I shared an example from Disney World, a company famous for customer experience. Their employees are taught that every guest interaction is an opportunity to make a moment magical. They call it being “on stage.” In a small town, our “stage” is the front desk, the maintenance truck, or even the street where a public works employee waves to a resident. Every interaction builds (or breaks) trust.
We wrapped up with a few takeaways that apply to any town or city:
Smile and greet people warmly. It costs nothing but pays big dividends.
Listen first, respond second. Often people just want to be heard.
Own the problem. Even if it’s not your department, help the person find an answer.
Stay calm under pressure. Don’t take complaints personally.
Remember why you serve. The goal isn’t to win an argument, it’s to make your community better.
The employees in Stonewood were engaged, open, and honest. Many shared stories of tough encounters with residents, and we worked through ways to turn those moments into positive experiences. By the end of the session, there was laughter, reflection, and a shared sense of pride in representing their town well.
Mayor Terango deserves credit for taking the initiative. Investing in customer service training shows that Stonewood cares about its people, both those who work for the town and those they serve. In an era when too many folks expect frustration when dealing with government, it’s refreshing to see a small town leading by example.
So, hats off to the Town of Stonewood. In a world that’s often short on patience and long on complaints, a smile, a kind word, and a little extra effort go a long way, especially in a place where everyone knows your name.