Customer Service | Advice & Action

Living the Golden Rule

What is the true meaning of excellent customer service? Words of advice from some of Ottawa County’s Customer Service Award nominees:

  • “Listen to what people are saying to you.”
  • “Always, treat people like they are humans, and handle each interaction with compassion and respect.”
  • “Always be willing to think outside the box for solutions. There is always an answer.”
  • “Be empathetic. Think to yourself, ‘what if I were in their shoes?’ Regard the feelings of others as more important than your own.”

Outstanding Customer Service in Action

Each quarter the Customer Service Team receives numerous nominations for the Customer Service Award. The stories are redacted and submitted to each team member to read. The Customer Service Team members then vote on the ones they found most inspiring. This is an extremely challenging task because the stories are heartfelt, inspiring and depict the true spirit of the Ottawa Way. Many stories are too good to not share.

Sandra Shafer

“Sandy provides an endless selection of food available to the staff at the Grand Haven courthouse. She spends a lot of her spare time preparing meals for those of us who work here and I am sure many of us would starve without her. It is so nice to be able to pick up a quick snack or meal to keep me going all day, as I usually don’t have time to think about that when I am rushing out of my house in the morning. I have a hard enough time making sure my kids get fed, and Sandy helps feed the entire courthouse! So grateful for what she does for her coworkers.”

Karla Snodgrass

“Going above and beyond for a customer who was recording a warranty deed. When Karla compared the legal description on the deed with the Ottawa County Property Search description, she noticed that there was a 7-foot exception included in the warranty deed which was not in the county’s description. Because this property is a part of a plat, she reviewed 10 resolutions that were made for the plat. She also reviewed the amendment to the master deed, the master deed and the adjoining properties – none of which included the 7-foot exception in their descriptions. Karla also contacted the Assessor for Holland City to see if he could figure out why the exception was not included and he was unable to figure it out. Not only did she do all of this work, she also made sure to keep in contact with Ben (who was recording the deed) to let him know that she was still working on trying to figure out the difference in the descriptions. After she completed all of the research, Karla and her supervisor decided to let the deed be recorded as is. Because Karla did all of this extra work, it is evident that she cares about the customers who visit the Treasurer’s Office and also about doing the best job that she can. Therefore, I would like to nominate Karla Snodgrass for an Outstanding Customer Service Award.”

Adam Zantello

“Every time Adam Z. has entered my establishment he not only takes a professional but a personal interest in making sure all staff is informed of the nature of his visit as well as a complete and proper inspection. He does not cut corners and always shows a positive attitude during his routine. Adam is very willing to answer all questions from any team members before, during, and after the inspection. I look forward to his visits knowing I will always learn something new. One thing I can add is that he is the only routine inspector that has ever made the effort to contact us with any answers he did not have at the time of inspection, usually within 24 hours.”

Deputy Josh Barton

“My son was involved in a bad car accident on his way home from work. When I arrived on the scene I was I was very concerned about the well-being of everybody, especially my son. Deputy Barton took the time to calm me down and explain that everybody was ok and explain what had happened to the best of his knowledge. Deputy Barton’s demeanor during a stressful time was exemplary. I  would like to thank Deputy Barton for his professionalism during this incident.”

Getting to Know the Prosecutor’s Office

What is the role of the Ottawa County Prosecutor’s Office? As the elected Prosecutor, Ronald Frantz serves as the chief administrator of criminal justice for Ottawa County. More specifically, his office makes criminal charging decisions based on investigative reports provided by law enforcement agencies. In addition, the Prosecutor’s Office assists with investigations by providing legal advice to law enforcement agencies and aids with the drafting and review of search warrants. The Office also handles court proceedings in Adult, Juvenile, and Abuse/Neglect Courts and is assigned to handle Mental Commitment Proceedings in Probate Court as well. Appeals are researched and argued by the attorney staff members of the Prosecutor’s Office before the State and Federal Appellate Courts. In addition to these key responsibilities, the Prosecutor’s Office team also facilitates training for law enforcement and the community and serves on various committees such as West Michigan Enforcement Team, Lakeshore Alliance Against Domestic and Sexual Violence, and the Child Death Review Team. Some of the attorneys on staff are also assigned to the Mental Health and Sobriety Courts.

The Prosecutor’s Office additionally provides victim advocacy and domestic assault intervention through a team of three Victim Advocates and one Violence Intervention Officer (VIO). In addition to the Victim Advocates and VIO, the thirteen attorneys of the office (including the Prosecutor) are supported by one Legal Clerk, eight Legal Assistants, and an Office Administrator. There are two offices for the Prosecutor:  one in the Grand Haven Courthouse and the other in the Holland Courthouse. A satellite office for the Abuse/Neglect Prosecutor is located at the Fillmore Complex.

Customer Service | Advice & Action

Living the Golden Rule; what is the true meaning of excellent customer service?

A word of advice from some of Ottawa County’s Customer Service Award nominees:

“Be there .. really listen to the person you are helping, empathize with them.”

“As you take a call for service, act like your the one calling and provide the service that you would expect.”

“Most people aren’t aware of the inner workings of County government (with which we are very familiar). Remember this, and help them navigate a system/process/service that to them may be very puzzling or frustrating.”

“Make eye contact with the customer.”

Outstanding Customer Service in Action:

Each quarter the Customer Service Team receives numerous nominations for the Customer Service Award. The stories are redacted and submitted to each team member to read. The Customer Service Team members then vote on the ones they found most inspiring. This is an extremely challenging task because the stories are heartfelt, inspiring and depict the true spirit of the Ottawa Way. These stories are too good to not share…

David Cook

“Dave has assisted and supported Juvenile Services on a number of projects crucial to our department being effective and efficient. Dave’s help comes with no conditions, a great attitude, and creative resolution. Dave does not have “no” or “problem” in his vocabulary. Dave is friendly, approachable, and good spirited. He provides great customer care and concern!”

Becky Ashcroft

“Becky went way out of her way to help me obtain a copy of a police report. I had thought that if I came in I could obtain a copy then and there. I had submitted a request on line so I did not fill out the paper copy on Thursday when I was there. The police officer had not provided me with any contact information and Becky looked it up for me. She watched for my online request and when she didn’t receive it on Friday, she had to go back to the officer to get my contact info and she called me to let me know she did not receive it so that I could come in again and do the paperwork. I really appreciate all she did. To some it may not seem like a big deal, but to me, it was. I needed a copy of that report ASAP. Thanks you so much Becky!”

Outstanding Customer Service Award

Ottawa County is delighted to announce its eleventh recipient of the Outstanding Customer Service Award.

Congratulations to Deputy Shane Ryke from the Sheriff’s Office!

For the 3rd Quarter of 2016, 20 employees were nominated for an Outstanding Customer Service Award. Some were nominated multiple times. Nominees for the Outstanding Customer Service Award were:

  • Jill Bannink, Department of Public Health
  • Connie Barker, County Clerk/Register of Deeds
  • Chris Bartaway, Innovation and Technology
  • Karen Billings, Department of Public Health
  • Kristin Conrad, Department of Public Health
  • Dave Cook, Innovation and Technology
  • Kimberly Wolters, Department of Public Health
  • Hannah Hoeksema, Department of Public Health
  • Kevin Hoxsey, Department of Public Health
  • Scott Ippel, Sheriff’s Office
  • Carla Lieffers, County Clerk/Register of Deeds
  • Robb MacGregor, Department of Public Health
  • Melanie Manion, Parks and Recreation
  • Jonathan Marin, Treasurer’s Office
  • Jennifer Myers, Community Mental Health
  • Steve Namenye, Innovation and Technology
  • Andrea Olson, Friend of the Court
  • Mary Beth, Rokisky, County Clerk/Register of Deeds
  • Terry Sands, County Clerk/Register of Deeds
  • Drew Shaw, Department of Public Health

Congratulations to all of the nominees and keep-up the spectacular service! If you wish to nominate a co-worker or promote the program to residents, details are available at miOttawa.org. Nominations can come from both inside and outside the organization. Each quarter, the Customer Service Team will review all of the nominations and select the recipient of the Outstanding Customer Service Award.

More information about Shane Ryke will be posted in a future article.

Congratulations again, Shane!

Outstanding Customer Service Award

Ottawa County is delighted to announce its tenth recipient of the Outstanding Customer Service Award.

Congratulations to Rachell Genesky from the County Clerk’s Office!

For the 2nd Quarter of 2016, 15 employees were nominated for an Outstanding Customer Service Award, some were nominated multiple times. Nominees for the Outstanding Customer Service Award were:

  • Esther Arizola, Ottawa County Department of Public Health
  • Macy Barcheski, Fiscal Services
  • Anna Bednarek, Community Mental Health
  • Brad Bordewyk, Ottawa County Department of Public Health
  • Laura Deal, Friend of the Court
  • Richard DeWitt, Facilities Maintenance
  • Jocelyn Garris, Human Resources
  • Elizabeth Lange, County Clerk/Register of Deeds Office
  • Jonathan Marin, Treasurer’s Office
  • David Miller, Ottawa County Department of Public Health
  • Terry Sands, County Clerk/Register of Deeds Office
  • Doug Sherman, Sheriff’s Office
  • Chris Todd, Sheriff’s Office
  • Jessica Voglewede, Ottawa County Department of Public Health

Congratulations to all of the nominees and keep-up the spectacular service! If you wish to nominate a co-worker or promote the program to residents, details are available at miOttawa.org. Nominations can come from both inside and outside the organization. Each quarter, the Customer Service Team will review all of the nominations and select the recipient of the Outstanding Customer Service Award.

More information about Rachell Genesky will be posted in a future article.

Congratulations again, Rachell!