Business leaders: New Fort Smith boss must focus on customer service, partnering with citizens

The majority consensus among Fort Smith business leaders is that incoming Fort Smith City Administrator Carl Geffken needs to create a citywide culture of customer service and being business friendly.

Geffken, now the chief operating officer, Children and Youth Services, for the County of Berks, Pa., will sometime in mid April become the next Fort Smith city administrator. He follows City Administrator Ray Gosack who resigned suddenly in July following a period of conflict with the Fort Smith Board related to budget balancing decisions.

Talk Business & Politics sent an e-mail to several in the Fort Smith area asking them to respond with a few pieces of advice for Geffken.

While the city faces significant governmental and infrastructure challenges, it also has opportunities for economic growth and cultural advancement. The biggest challenge is obviously the estimated $480 million order to clean up the sewer system issued against the city by the U.S. Environment Protection Agency and the federal Department of Justice.

NEED TO BE ‘PROBLEM SOLVERS’
The response from Eric Pendergrass, vice president and general counsel for Burford Distribution and a member of the law firm of Smith, Cohen & Horan, summarized many received.

“Working for the City of Fort Smith is, by definition, public service. A key component of that responsibility is ‘service.’ All too often city staff become regulators, not service providers and fail to be partners to those that contribute to our local economy and the overall well being of our community. Lead by fostering an environment of ‘service’ to the city’s citizens and businesses and you will go far,” Pendergrass noted.

Tim Allen, president and CEO of the Fort Smith Regional Chamber of Commerce, also spoke to the theme of service and regulation.

“I personally think we (Fort Smith) can do a much better job of providing ‘service’ after the sale. The Chamber often hears from small to mid-size companies that are having a difficult time with the City’s permitting/procedural processes. City procedures and policies are definitely necessary to maintain the integrity of our City. However, if it’s too confusing and cumbersome it begins to discourage economic development. Policies/procedures are definitely a balancing act,” Allen noted.

He said he would also tell Geffken that “frustrated investors don’t reinvest.”

“Many times the people that I hear from (mid-size companies) are frustrated. They just want to know the process upfront. They are definitely willing to follow the rules of the process but they believe the rules keep getting changed in the middle of the process. … I believe we need a more streamline procedural process at the City that supports economic development. We need to be problem solvers not problem creators,” Allen wrote.

THINK REGIONALLY, BE BOLD
Sen. Jake Files, R-Fort Smith, said Geffken needs to be a bold leader.

“I would hope he would lead boldly and not be deterred by those who aren’t ready for our Region to go to the next level and say it can’t be done. Sure, there are challenges. Meet them head on and use the momentum that we currently have as a springboard for new growth and opportunities,” Files noted.

Fort Smith businessman Fred Williams said Geffken also needs a big picture view.

“(He should) look at Fort Smith as a whole – Chaffee and downtown. Have an open mind in dealing with surrounding communities. Think regionally. Be positive,” Williams said in his response.

Former Fort Smith Director Cole Goodman sent a long list of advice. Coleman, who now is the president of Mercy Clinic-Fort Smith, said Geffken should do all he can to retain Deputy City Administrator Jeff Dingman. Dingman was a finalist for the job. The items on Goodman’s list included:
• Keep the hire-fire authority over all department heads, including fire and police chiefs;
• Make sure the reports you are receiving have the whole story, including the rest of the story, not just what they want you to know;
• Work more closely with the Chamber of Commerce for economic development;
• Be especially selective of your hire for police chief. Make sure he/she is the absolute best candidate, don’t settle for less;
• Get out and about and let your city employees and citizens know who you are. Talk to the civic clubs. Put your agenda before the public; and
• Be more business friendly in all the City does.

INVOLVE THE PUBLIC
Following are comments from those who did not want to be quoted.
• “First off you are very fortunate to be coming into Fort Smith at this time in its history. Although we have a great and rich history which you no doubt are aware of, but we in many respects are just now discovering what we will be. Our identity is being formed.  Your input and vision for the city can be very useful and rewarding for our entire community and as well for you and your career.”

• “This city is congenial and is fortunate to have many interested parties who want to see it do well. For that reason your accomplishments can be meaningful. There are people watching who can be very supportive and at the same time be your harshest critic. I think the other side of this coin is apathy, and that is not us. Leading the city’s development from this point forward is a rare opportunity. I hope you take complete advantage of this and engage in the role, heart and soul.”

• “Take the first 60 to 100 days to listen, learn and understand – making note of things that seem odd, need to be questioned and need to be changed. Also during this time he should formulate his priorities. It is only during this time that he will see things new and with a fresh perspective; afterwards most of it will become old hat due to the daily grind. On or about day 60, 90, 100 or whenever — he should make his specific priorities publicly known and make any changes that he has deemed appropriate after his initial waiting period.”

• “Please begin a policy of ‘Fort Smith is a City open for business and we want yours.’ The entire city staff from top to bottom needs to be trained in customer service basics. Make the public feel welcome and attempt to assist rather than just say ‘no way’ when asked about a regulation – especially within the planning and building codes departments.”

• “Try to overcome the lack of minorities in city departments.”