December 2017 - Parks & Recreation - 83

Moment of Zen:
What gets measured gets
done; what gets rewarded
gets repeated.
in parks/spaces where people frequently visit (with translators, if needed) and
even building ADA-accessible and multilingual planning websites are some ways
to be truly inclusive in every planning
process. Agencies such as North Carolina's Mecklenburg County Parks and
Recreation (www.eastwayrec.com), Indiana's Indianapolis Parks and Recreation
(www.planindyparks.com) and California's Carlsbad Parks and Recreation
(www.carlsbadparksplan.com) are examples of agencies that have successfully
integrated these elements into their park
or systems planning ventures.

4

Reward and Recognize
Simon Sinek, TED Talker and
International Thought Leader, talks
about the key ingredients of a world-class
agency by stating that these agencies
recognize right and reward right. Most
agencies focus on telling people what's
wrong and what NOT to do, while
world-class agencies focus on what to
do, and they recognize, incentivize and
reward positive behavior.
At the end of the day, people chose
to work in parks and recreation because
they truly love serving their communities. Their greatest gift is seeing the difference they make in people's lives and
a little recognition and reward will go a
long way in ensuring they stay motivated
and applauded for all they do.
Research affirms that a positive customer experience increases customer loyalty and is critical to the bottom

Moment of Zen: Promoting equity, diversity and
inclusion is not optional. It' s the only way forward,
so plan for it.
line. Nine out of 10 customers will even
pay more for a better customer experience, and research by global management consulting firm McKinsey & Co.
demonstrates that 70 percent of all buying experiences are based on how customers believe they are treated. For customers of park and recreation agencies,
the willingness to pay more doesn't just
apply to membership sales or program
fees - they will give more of their time
and loyalty to advocate for agencies
where they experience a positive customer experience.
Michael Klitzing, chief operating
officer for Carmel-Clay Parks and Rec-

reation, sums up the importance of
customer service this way: " If we want
people to choose to visit our parks and
use our services, we must pay as much
attention to customer service as we do
to the design and construction of our
parks and facilities. Exceptional customer service not only requires significant planning and investment, but also
must be fully engrained within your
agency's culture. "

Neelay Bhatt is Vice President of PROS
Consulting Inc. (neelay.bhatt@prosconsulting.
com).

W W W. PA R K S A N D R E C R E AT I O N . O R G | D E C E M B E R 2 0 1 7 |

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December 2017 - Parks & Recreation

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