Permitting – Please Normandy, Missouri, Say it Isn’t So

Every so often I read about a permitting story that makes me roll my eyes. This one is courtesy of INC magazine and Ms. Suzanne Lucas. She has written about other, shall we say unique, permitting practices. 

It appears in Normandy, Missouri that the effort to be a good neighbor during winter requires a permit. Yes, if you want to shovel your neighbor’s driveway, you must have a permit.  The reason, if I understood the piece correctly, was odd to me.  

If I put it in the article you would doubt my sanity or my ability to comprehend a written piece. However, since an elective body did this, then it is certainly believable. I suggest you read the article; I provided a link below.  

Ms. Lucas also points out other strange license and permit requirements. Take a look, you will either roll your eyes, laugh, or shake your head.  If I missed one, I am sure I will need a permit to offer these and other reactions. 

Link to article:  https://www.inc.com/suzanne-lucas/missouri-you-need-a-permit-to-shovel-grandmas-snow.html?cid=search

My Time at the Early Assistance Desk (EAD)

Recently, I filled in at the Early Assistance Desk (EAD).  It is temporary and I am very glad I did it. Mainly, it offered me a learning experience and sharpened my customer service skills.

EAD is located in the Prince William County Development Services building. Several other County departments are in this building, including Public Works, Neighborhood Services, Planning, Transportation, and Health.  It is a combination reception desk for these (and other departments) and triage.  A bit of explanation. First, as a reception desk.  In pre-COVID manning the EAD was easier.  When a citizen came in and wanted to go to a specific department, staff at EAD responded, “Up the stairs, to your right.” 

Now, all first and second-floor offices are closed.  So we either had to track down someone in the department or offer a phone number to the citizen to call.  This can be a challenge as our list of staff in other departments is hard to find due to so many teleworking. Thanks to the supervisor, we simply give the citizen the general department phone number to call for an appointment.  Life in COVID-19.

However, what I discovered is several, if not many citizens, tried numerous times to arrange an appointment via email and/or phone. A couple of citizens said I left several voice messages and sent numerous emails to individual staffers in the building, and no one ever followed up.  So they would come into the building thinking they could go up the stairs to the appropriate office until EAD staff stopped them. It is hard to come up with an answer to a citizen who tells you they left numerous voice messages and sent a batch of emails, and no response.

Now EAD as triage.  EAD staff work with individuals seeking permits. It can be for a patio, deck, pool, a sign, a basement finish out, etc. You get the idea.  EAD staff listen to the citizen, then route the citizen to the appropriate counter(s).  Each counter is manned by trained and knowledgeable staff. (and no, this is not sarcasim)

For example, a person building a deck can stop at three counters.  The first counter is Zoning – that tells the individual that the improvement he wants to construct can be done on his land and he will not encroach on his neighbor.  The second counter is Plan Intake.  This counter reviews all required materials. Think of it as quality control.  Finally, to the permit counter to pay for and receive a permit.  It can be a very quick process, but really depends on the number of citizens seeking permits. 

Other counters include water shed, land development, GIS, Small Business Project Management Program (SBPM), Fire Marshal, and holding (this is not a counter, more like a place holder so a citizen does not lose his place in the process).  We all know how frustrating it is to have to leave, come back, and then go to the end of the line.  We have a remedy for that, each ticket issued is time stamped. So if a citizen has to go into holding, the ticket can be reactivated and the individual goes back to his place in the que. It is a fair and efficient system (I bet that is the first time you heard those words associated with a government program). 

One asset for anyone working EAD is the set of scripts available.  Any person at either station has access to 131 scripts on a variety of topics. Basically, each script asks a question, that can take you to another question, and so on.  A sample of available scripts are residential and commercial alteration/repair; antenna and cell towers; basement finish out; carport; demolition; dock; fire alarms; group home; kennels; land disturbance; signs; occupancy permits; sheds; storage tanks; and trusses.

In the end, a citizen gets a ticket that has all their counter stops on it. All they must do is listen or look for their number.  The ticket directs the citizen to each appropriate counter.   Of course, about one in six do not necessarily follow a script exactly as written.  This is where knowledge meets experience.

Many are home owners improving their home with a deck, pool, or basement finish out.  Commercial projects must submit plans electronically. 

By and large, people are polite.  A few get frustrated with the time it can take.  As noted earlier, COVID introduced a new layer.  Before COVID, EAD staff could simply send people to any office they needed to see.  Now all departments are closed.  We continually tell walk-ins that you must make an appointment. 

A couple of examples.  I had a couple come in to see a County staffer and I gave her the phone number.  She replied with a tone indicating that she had it with County staff and that she has been working on this for three months and left repeated emails and voice messages for a specific County staffer who did not respond.  We had a man come in to report on his progress about a code violation, but no one from code enforcement answered so I took a picture of his license and the violation and then emailed it to the appropriate staffer. (sometimes you have to be inventive.

• Serving at the EAD teaches you the following:
• Honing your customer service skills.
• Listening is a vital component of a successful time at EAD.
• Knowledge and experience helps you ask the right questions when talking to a citizen.
• People will get frustrated, remember it is usually not with you.  It is because the process does not make sense, they do not understand why so many copies of certain papers are needed, or other staff simply will not respond to repeated phone calls and emails.
• Importance of having a rudimentary knowledge of the various processes (hence review the scripts).
• You get lots of unrelated questions and that is where experience can help.
• “I do not know” is a very good answer. Especially if you try to help them get an answer.
• No is an answer. (not everything can be yes).
• You have a great deal of specific knowledge every department in building.
• What is asked for as part of the permitting process is truly needed.
• Finally, you get to see what a diverse and fascinating population we have.

This continued experience teaches me the front desk people have a much harder job than the public truly realizes. It is impossible to know all the factors in building a deck or installing in a swimming pool.  So why expect these individuals at a front desk to know it.  The next time I call a business and get the EAD like desk, I will know to say my issue is this, who should I talk to.

Continuing Challenges for Economic Development and Permitting

Reuters writers Elizabeth Dilts Marshall, Anirban Sen, and Imani Moise wrote a very interesting and impactful article about the finance sector and potential layoffs.  It is not entirely expected.  As to the impact to finance, you can read the article. 

What is more impactful to me is the last paragraph.  It is:

“Everyone has been surprised by how much more efficient you can be,” he said. “Later this year or early next year, (managers will) look around and say we just have many more people than we need.”

This tells me the initial layoffs noted in the article are only the beginning.  This type of restructuring could go on for several years.  Furthermore, if it is applied to other white collar industries, the negative impact could be exponential. 

For cities and counties, the effect is threefold:

·      Economic development:  how can we add value to the individuals laid off?  What existing partnerships can we enhance and new partnerships can we begin to offer a path to employment?

·      Finance:  how will cities and counties that rely on property tax deal with a likely decrease in value?

·      Permitting:  when new tenants are interested in leasing space previously rented by the finance sector or other white collar industries, how can permitting offices expedite the process?

This last one is of primary importance in that if you look across the country, we could be faced with a spike in vacant space.  Speed to market will be critical to any new tenant. So, how does permitting respond?

Link to article:  https://www.reuters.com/article/us-usa-banks-layoffs/banks-eye-layoffs-as-short-term-crisis-ends-long-term-costs-emerge-idUSKBN25O1KI#:~:text=2%20days%20ago-,Banks%20eye%20layoffs%20as%20short%2Dterm,ends%2C%20long%2Dterm%20costs%20emerge&text=NEW%20YORK%20(Reuters)%20%2D%20At,the%20wrong%20thing%20to%20do.

  

Good Economic Data - From the Federal Reserve II

Frankly, I am amazed by all the data that the Federal Reserve staff publishes. It covers so many disciplines.  I cannot begin to name them all, I suggest you take a look on the website.

However, one of my favorite publications is Industrial Production and Capacity Utilization.  If you love manufacturing data, this is the one for you.  I am not aware of any data that comes close to this piece. As an economic indicator, it is in a class by itself.  It is a monthly release, but not always on the same day.  The publications on the website go back to 1997. It runs 19 pages and consists of 15 tables.

This monthly publication looks at industrial production, plant capacity, and plant utilization for various manufacturing industries, mining, and utilities in the United States. This is the essence of manufacturing data. In fact, 89 industries are indexed. I know this is not necessarily the best explanation of the publication. In fact, the Federal Reserve does a far better job describing what each component is and I encourage you to read it.  I will simply add that if you enjoy all aspects of manufacturing, then this report is a must read to keep track of various industries and the health of these vital U.S. economic sectors. 

Link: https://www.federalreserve.gov/releases/g17/default.htm .  

Good Economic Analysis - From the Federal Reserve I

 I read alot of economic data.  It comes from magazines I subscribe to, the federal government, banks, etc.  The list goes on.  

Frankly, we have an abundance of economic data to read.  What is often lacking is analysis.  One of my favorite sources is the Federal Reserve. And one of my favorite publications is the Beige Book. That is the common reference.  The full name is Summary of Commentary on Current Economic Conditions by Federal Reserve District.  I prefer the Beige Book.

This publication comes out eight times a year. It is packed with anecdotes and analysis.  It starts with a brief national overview and summary of every region. Next, each region is discussed in great detail. Now do not ask me about the regions, I too question the methodology. (you might too after seeing the regions)

That should not detract from the value of the report. It is an easy read. Consider each one like this. You just listened to a detailed economic data presentation by an esteemed economist.  If you are like me, you might be scratching your head and asking what does it all mean. The Beige Book is the response. A quick read about economic conditions across the United States by region.  It is easily understood and you do not doubt the sources or the analysis.  A truly valuable and unique publication.

If you doubt my word, read the intro on the website.  

Link:  https://www.federalreserve.gov/monetarypolicy/beige-book-default.htm. 

Desert to you. Home to Me

In September of 2019 I posted this picture and the caption “Desert to you. Home to Me “on my Twitter and Instagram feeds.  

I have been home numerous times in my life.  We always stayed at my parents’ home until they sold it.  In fact, I have stayed in a hotel only twice in Midland, my father’s funeral and my 40^th class reunion. 

The reunion stay was truly different.  I had far more free time and drove around looking at old haunts and favored locations.  It was my first time downtown in decades.  And the first time every meal was at restaurant.

So I took my wife to restaurants she never went to before, like Wall Street and Luigi’s.  And yes, neither one changed.  It was like going to lunch with Dad or the family going to dinner in 1976.

We drove by my relatives old homes and went to the refurbished Dennis the Menace Park. 

We visited my old high school and took a tour.  It underwent substantial changes over the past 40 years.  But some of the older sections were preserved.

As I drove around my first day I thought it would be great to move back to Midland.  By the end of reunion, I was not so sure. This is by no means a cut or dig about Midland, but rather I think my interests and what Midland offers are not parallel.

Midland is a wonderful city for raising a family. It has a sense of risk and independence due to the wildcatters (oil men) and ranchers.  The schools were outstanding institutions and the teachers (most of them) outstanding individuals.  This is not a formal city, only the bankers, lawyers, and accountants wear suits.  Oilmen and other professionals did not.

It was the heyday of the company car. You could spot them a mile away, usually a Chevrolet Impala.

Midland was a city of professionals.  It was not an industrial town.  At one time Midland had a Rolls Royce dealership.  A key point people forget, back in the 70’s, the largest independent bank in the US was in the small city of Midland (less than 100, 000 people).

I realize that this sounds very nostalgic.  So let me end with these thoughts. 

I grew up in a wonderful city with so many positive attributes. I have a supportive and loving family.  I developed my writing in Midland.  I had incredible friends.  While I could tell you lots of negative aspects of Midland, they pale in comparison to my love of the city. 

However, I also know I cannot really go back.  The common saying is you cannot go home again, for you are a different individual. It is seldom added that the home also evolved.

You see a desert. I see home. And I always will.

Opportunity Zones - An Excellent Primer

 This is a very short post.  One of the most recent federal incentive programs is Opportunity Zones. It is also one of the most complicated.  I read numerous articles and stories about Opportunity Zones.  Most are helpful. However, I ran across this article in Econ Focus. It gives an excellent history, background, and general information about Opportunity Zones. It is a very good article for those seeking to understand it and those seeking to explain it.  

The article is by Jessie Romero. Link:  https://www.richmondfed.org/publications/research/econ_focus/2019/q1/feature1

A Bit of History

One publication I enjoy is Econ Focus, published by the Richmond Federal Reserve.  It is a quarterly magazine. 

Learning history gives us perspective on challenges we face today and tomorrow.  It also reminds us of the importance not taking any infrastructure improvement for granted.  

This most recent edition focuses on rural issues.  However, one of the most interesting articles is about the history of electrifying the rural parts of the U.S. In fact the title of the article is "Electrifying Rural America".

As you will see, electrifying the U.S. started in the 1870s and by the 1920s most cities ran on electricity.  In fact, by the 1930s nine out of 10 urban and nonfarm rural homes had electricity. It made daily living easier. 

However, the rural areas did not share in the infrastructure improvement. As you read the article, you may find arguments used by utility providers then sound familiar today. 

One fact I did not know, President Franklin Roosevelt created the Rural Electrification Administration by executive order.  More on that in the article.  And here you thought only recent presidents used executive orders excessively (Now do you see? That is why a sense of history is so important).  

Finally, one remaining observation.  In the early part of the 20th century or for that matter, any century, infrastructure is an absolutely critical component of a successful economic development program.  Enjoy the article. 

The article is by Tim Sablik.  Link to article:  https://bit.ly./rural-elec

C-SPAN - Showcasing a Very Successful Public/Private Partnership

Today on C-SPAN I watched an excellent example of a public/private partnership.  It was the return of SpaceX and the partnership with NASA.  I watched most of the coverage today and it was astounding.  

This is a very unique partnership.  While I could try to explain it, I think the following NASA blog post does a far better job.  What I find most interesting is NASA was created in 1958 and SpaceX was established 44 years later.  NASA has about 17,300 employees, SpaceX slightly less than half that. We forget that NASA always relied on partners, but this one is unique and historic.

https://blogs.nasa.gov/commercialcrew/2020/05/07/spacex-demo-2-will-showcase-public-private-partnership-benefits/

Watching the C-SPAN coverage today reminded me of the emotions I felt while watching NASA space flight take offs and landings in the 70s and Shuttle flights in the 80s.  Those decades (and future ones) allowed us to see amazing pictures, film, and hear commentary for the most advanced technology in the world.  Yes, we had setbacks, but we always reemerged, stronger and better.  Now we are taking a new and exciting direction to continue exploring space.  (Que: Space, the final frontier, these are the voyages of the starship Enterprise...). I know, you thought that too. 

Yesterday I watched the separation of the capsule from the International Space Station. And today I watched the landing and an impressive press conference - all courtesy of C-SPAN.  If you watched, you saw two groups, the NASA team and the SpaceX on a split screen. The following is the link to the C-SPAN video. It is over six hours, but well worth it. In an era of angst and uncertainty, this might remind you of the commitment to excellence and the benefits of public/private partnerships.

C-SPAN video:

https://www.c-span.org/video/?474396-1/nasa-tv-coverage-spacex-crew-dragon-return-earth

And just because it is my blog, from the introduction to every original Star Trek episode:  "Space, the final frontier. These are the voyages of the starship Enterprise.  Its five year mission: to explore strange new worlds; to seek out new life; and new civilizations. To boldly go where no man has gone before."

C-SPAN or Twitter?

Yes, I have two Twitter accounts. One of the accounts is for personal use. The personal one is individuals and organizations I follow for a variety of reasons. An example is authors, writers, and columnists I admire and learn from.  Some are think tanks and other similar organizations that publish very thought provoking studies and analyses.  A number are individuals I find both interesting and humorous (@LordBuckethead).  And finally, I follow several news organizations and journals.  I have 215 followers and I follow 1,372 accounts. Consider it my news feed. I liken it to the old stock market or Western Union ticker tape machines (picture below). 

So after Attorney General Barr testified before the U.S. House Judiciary Committee on July 28th I started reading various accounts. Unfortunately, I am not sure if all the tweeters saw the same hearing. At least I could not tell reading various and numerous tweets.  Was AG Barr frustrated or was he patient with the process?  Were many members asking four minute and 55 second questions and then expecting an answer (know each congressman was allowed five minutes to question AG Barr)?  Were some members asking really intelligent questions?  Were some members asking non-germane questions?  Were some members asking for a yes or no answer to a complex question?  Were some members asking questions to AG Barr and when dissatisfied with the response would say "the right answer is..."?  Were some members asking soft ball questions?  Were some members playing to the camera? Were some members simply made statements and asked a question, but would not let AG Barr answer.  Were some members disrespectful to AG Barr? Did some members ignore the committee rules?  Did we see lots of talking and no listening?

As I read the various and numerous tweets, I could not reach a conclusion about how the hearing went.  It was not so much as some members this or AG General that. Rather it was usually sweeping statements about the entire hearing. 

So what could I do?  C-SPAN to the rescue.  I decided to watch the entire five hour hearing and much to my surprise all the tweets were essentially correct if you zeroed in on one or a few snippets of the hearing. Almost each tweeter had ample snippets to support a somewhat one sided opinion.

If you are interested in government and policy, perhaps C-SPAN is the best vehicle for an unvarnished view of a Congressional hearing. No commentary, no opinions, only the committee members and the individuals testifying. 

My opinion?  I am glad I spent five hours watching the entire hearing.  It was informative, entertaining, and thought provoking.  And it was well worth the time.  You may notice I did not give a qualitative opinion.  And I will not.  I doubt any one is truly interested in my opinion. 

I realize most people do not have five hours to watch and hearing. Frankly, they can be somewhat boring.  So why waste time. In the long run, will it really make much of a difference?

But for me, I should do watch hearings more often.  Basically, I learned that I should watch an entire hearing if I am interested in the topic. From that I can determine my own opinion and conclusion based on the actual event.  At the very least, I can say "at least I watched the entire hearing".  

Finally, if you learn nothing from this, at least follow @LordBuckethead on Twitter.

Clip for the AG Barr hearing:

https://www.c-span.org/video/?473384-1/attorney-general-barr-testifies-justice-department-mission-programs&live&vod&start=9194

Next?  The technology hearing held on July 29th by the U.S. House Judiciary Committee. 

Postscript I:  on a personal note, this is my 200th blog post. 

Postscript II:  ON C-SPAN now is NASA/Space X Return to Earth (it is very interesting)

Everyone Loves a Success Story

At least I do.  This one is typical American, except no success stories are typical.  This one is about a phenomenal lady who started as a secretary in a small company to rise to the first female CEO of a Fortune 50 firm.  Pretty impressive.

Yet we have more, she did it in 23 years. Unfortunately, the article does not dwell much on her early years. The focus is her time as CEO and after, including a couple of runs for political offices.  

These years are are definitely important and one can certainly learn from her years as a CEO and political activity.  Making hard decisions are part of life for a CEO, emphasis on strategy is important, and implementation skills are crucial. 

As I read articles like this, I am more interested in how and who helped any successful individual up a career ladder. More than likely, we cannot do it on our own.  Just be sure to read very last paragraph. 

Still, this is a very interesting profile.  In fact, she is definitely someone to continue watching and to learn from.  

The article is by Dave Gordon. Link to article:

https://www.bbc.com/news/business-52820298

Customer Service - Makes You or Breaks You

Customer service is a vital component of any business.  It makes or breaks you.  It is the basis of what others say about your business and how your current and future customers view you. 

More small businesses are moving to a self help model.  This makes sense, given the technology in our hands. Technology also allows customer service to operate 24/7.  This is valuable, not everyone is on a 9-5 schedule.  So anyone can access help when it suits their schedule.  

But be aware, a self service model can also lead to incredible frustration.  It is incumbent on the small business owner to make it as easy and logical as possible.  This may require training and a commitment to enhancing the website. 

The following article by Jimmy Rodela offers one model for any small business to ponder. 

https://www.msn.com/en-us/money/small-business/a-beginners-guide-to-customer-self-service/ar-BB16xwAN 

Sometimes Truth is Actually Stranger than Fiction

In my new job with Prince William County Development Services Department (permitting). Previously (and for the past 30 years) I practiced economic development, which is the business of "why".

Permitting is the business of "how". It can be complex and quite interesting. I continue developing the infamous 30 second elevator speech (you know, what do you do).  Right now I can certainly explain it, but not in a tight and coherent 30 second response. 

My exploration and quest of knowledge about the local permitting is ongoing. Sometimes it appears as common sense.  An example?  Continue.  As you read this column you might think it is a joke or a parody.  Let me assure you, it is not.

Now normally I do not post entire articles on my blog.  However, this is different.  It is an excellent column by Ms. Rachel Greszler about the challenges of permitting a lemonade stand in Montgomery County, MD.  The article appeared in the Washington Post. 

It’s time for Maryland to stop criminalizing kids’ lemonade stands

A children’s lemonade stand is moved in Bethesda after the stand’s operators were warned by the Montgomery County Department of Permitting Services in 2011. (Amanda Voisard/The Washington Post)

By Rachel Greszler 

Feb. 7, 2020 at 7:00 a.m. EST

Rachel Greszler is a research fellow in economics, budget and entitlements for the Heritage Foundation and the mother of six lemonade stand-loving children.

It’s hard to find fault with a kids’ lemonade stand. In fact, I can’t help but smile when I see one.

But in some places, it is literally a crime to operate a lemonade stand on your own property unless you’ve first gotten all the required government licenses and permits. Same thing if you’re thinking about selling hot chocolate or any other beverage.

In fact, about a mile up the road from my home, Montgomery County authorities shut down a lemonade stand in a front yard because the kids were operating without a permit. Officials slapped their family with a $500 fine. So much for the kids’ plan to donate 50 percent of their profits to a pediatric cancer charity.

After a public outcry over this action, county officials dropped the charges and the fine. But the law criminalizing unlicensed lemonade stands hasn’t changed.

Maryland’s health code makes it a crime to operate a “food establishment” (which includes a lemonade stand) that does not comply with the state’s licensing requirements. The first offense is punishable by a fine of up to $1,000 and 90 days in prison. A second offense carries up to a $2,500 fine and one-year imprisonment.

In addition to these criminal penalties (which typically fall on the parents of children operating unlicensed lemonade stands), the children themselves are liable for up to $5,000 in civil penalties.

So what would kids and parents need to do to operate a legal lemonade stand? It’s not entirely clear, but in Montgomery County, it could require obtaining as many as six licenses and permits:

1. A sidewalk vendor license;

2. A site-specific vendors license;

3. A limited duration sign permit;

4. An awning or canopy permit;

5. A mobile food service unit license; and

6. A special food service facility license for temporary events.

What 6- or 10-year-old has the wherewithal to do all that? And what parent is going to go through all that hassle just so their kids can have fun and make a buck?

Putting kids’ lemonade stands out of business isn’t the same as ending a person’s livelihood, but it’s nonetheless disturbing and lamentable.

Operating a lemonade stand teaches kids all sorts of valuable life lessons. For starters, they have to work together, divvying up jobs of making the sign, setting up the table, making the lemonade and obtaining the cups.

Then there are the economics and math lessons involved in pricing the lemonade and making change for customers.

And attracting and interacting with customers can help build kids’ interpersonal skills. I know my more reserved children have learned a thing or two from watching their more outgoing siblings actively recruit customers and strike up conversations with neighbors.

In fact, running a lemonade stand is such a well-established and well-regarded rite of passage, it’s even integrated in childhood development curriculums. Among my kids’ after-school activity programs is a “My First Lemonade Stand” course, which aims to “empower kids with an entrepreneurial mindset” while introducing them to the disciplines of finance, strategy and marketing.

Fortunately, the Maryland legislature is considering bipartisan legislation that would bar localities from adopting or enforcing regulations on the sale of lemonade and other nonalcoholic beverages by minors on private property.

With Maryland’s new slogan and welcome signs touting “We’re Open for Business,” it’s time to stop criminalizing children’s lemonade stands and let them enjoy this common childhood pastime while learning a thing or two about business.

Do not Meet, Exceed Customer...

Expectations!  That is the word.

This post is about exceeding expectations.  I read it in Entrepreneur and it made me think about this very concept. 

How often have you had a highly positive experience after purchasing a product or using a service?  It occurred to me after reading this article that it or the individual exceeded my expectations.  

You can think of numerous examples of expectations either exceeded or not. A few that come to mind is a meal at a restaurant (see article), watching a movie, returning an item to a store, a haircut, trying a new dish, flying, or an experience with a customer service staffer. 

All of these (and many more) reflect that we generally have predetermined expectations.  When it is less, we are disappointed. When it is met, we are pleased, but nothing to brag about to other.  However, when it is exceeded, we talk very positively about it to our friends and others. 

I do not believe I consciously thought about this in these terms as is applied to my career, but I think I do. And so do others.  

If you ask most people to relate their experience to a government agency, it is probably one of two departments:  motor vehicles and revenue.  And that experience likely leads to very low expectations (mainly because you do not want to be at either one in the first place).  And how many jokes have you heard about going to get a driver's license, the process of getting a license, and the motor vehicle department staff. 

Allow me to offer an example of one government employee who likely exceeds expectations with every customer.  In my suite I can hear interactions of county government employees with the public.  One individual in particular comes to mind. I hear her bright and sunny greeting to each customer who approaches her counter with a land use issue.  So just think about every customer who gets an enthusiastic greeting from a government employee, more than likely expectations have been exceeded right off the mark. She also is very well informed.

In my case, I look at the businesses and citizens that I serve (and I do mean serve) as clients. If my expertise or knowledge of a particular resource can help clients avoid a pain point, than it is worth the extra effort.  A couple of examples.  I would find programs or initiatives of interest and send them to appropriate businesses.  But I would craft an email (with careful formatting) that contains key points like a summary of the program, milestones, criteria, link, etc.  It is far easy to just send the program title and a link (thus meeting expectations) or making it far easier for my clients to glean the most relevant data and then decide if going to the program is worth the trouble (exceeding expectations). 

A second example is my most recent task.  Agribusiness is growing in the County, but the permitting process is a challenge. I was asked to prepare a flowchart of the County permitting process for a new agribusiness venture. The first flowchart is for an alcohol manufacturing facility (winery, brewery, or distillery) on a farm. I could have done just the County process, but I chose to add federal and state permits too. Why? My clients will benefit from understanding the entire permitting process.  Without consciously thinking about it, I tried to exceed the expectations of my boss and my customers. 

You may already do this, but you just do not look at it from this perspective. 

Enjoy the article and I hope it makes you think about your career. 

Link to article:  https://www.entrepreneur.com/article/344385

Staying on Top is a Constant Challenge

This is a brief post.  One common theme in my posts is the importance of innovation.  This article highlights just that.  

The article is about Spotify and how it was a disruptive technology.  Now, how does Spotify maintain its leading position?  Especially when new and well funded competitors are on the horizon. In addition, technology adaption is an underlying current in disruptive technology. 

Link to article:  https://fortune.com/longform/spotify-music-industry-profits-apple-amazon/

Take Advantage of Opportunities

One of the frequent topics I write about is economic development agencies taking advantage of changes in a competitor's circumstances.  

This one is no different. It is an excellent Fortune article by Viviene Walt about Amsterdam's strategy, execution, and likely success in becoming the financial center of the European Union when the United Kingdom finally exits. 

A key point, Amsterdam built on existing advantages. The city was up against stiff competition that included Paris and Frankfurt. 

However, the effort to attract the European Medicines Agency (EMA) to Amsterdam is an excellent part of the story. As you read the article, you will see why attracting the EMA was so important and how Amsterdam executed the strategy. 

Link to article:  https://fortune.com/longform/brexit-amsterdam-the-new-london-europe-companies/

It is Not Always About the Money

I love this article. It was in Bloomberg BusinessWeek. This piece was written by Pharhant Gopal and Vildana Hajric.

Two New York City suburbs, New Rochelle and Yonkers, are taking substantial steps to recruit millennials from Manhattan.  

The focus is on building mixed use developments of interest to millennials.  Equally important is providing the type of services that appeal to millennials. As you read the article you will see how much research was done.  It is very impressive.

Note that both suburbs enticed developers to build luxury apartments by offering two primary incentives:  long term tax breaks and rapid permit approval. 

Rapid permit approval is not generally considered a monetary incentive by most people. However, for a developer or industry, rapid permit approval ranks right up with cash and tax breaks.  Time to market definitely impacts the revenue stream and how quick profitability is achieved.   

As you read the article take note of the concerted and comprehensive effort to recruit millennials from Manhattan and New York City. It includes understanding your market, building what your research tells you the market want, and how to incent developers to partner with you.  

Link to article:  https://www.bloomberg.com/news/articles/2019-12-17/how-nyc-suburbs-yonkers-and-new-rochelle-are-wooing-millennials?srnd=businessweek-v2

What You Measure is What you get

I love economics.  It is a fascinating field and is filled with incredible measurements and indices.  And remember what President Harry Truman said about economists.  “Give me a one-handed Economist. All my economists say 'on one hand...', then 'but on the other...”

One of the best aspects of economics is the churn of ideas and theories. One man is trying to move the conversation away from Gross Domestic Product (GDP).

Dr. Mark Skousen, an economist suggested using another way to measure an economy is GO or Gross Output. This started in Great Britain.  

Dr. Skousen teaches at Chapman University.  He is also an investment adviser and author of several books. The following link takes you to an article and pod cast. It is worth the read and a listen.  

Link to article:  https://www.forbes.com/sites/steveforbes/2019/09/09/were-using-the-wrong-measure-gdp-to-gauge-the-economys-real-health-mark-skousen/#3b1d840452fa

Pivot

This post includes one of my favorite items:  hummus.  It is also about an entrepreneur who recognizes the need to pivot due to customer feedback and becomes very successful. 

The article is from Entrepreneur and highlights the struggles of Jesse Wolfe and his firm, O'Dang Hummus.  

As we know from reading the article, he faced the same challenges other start-up firms have when competing in the food industry and retail sales.  The article notes that Mr. Wolfe overcame the initial issues of product development, testing, reevaluating, and getting on a supermarket shelf.  But he still did not meet his expectations. 

Unlike others who fail, he learned from his product testing and found another avenue.  It required him to significantly revise the final product, but he could have never done it without customer feedback. Sometimes we forget that the customer can offer insights others simply cannot see.  Mr. Wolfe heard them and acted accordingly. 

I think you will enjoy the article. It is authored by Jason Feifer.  Mr. Feifer does an excellent job carrying you through Wolfe's journey. 

https://www.entrepreneur.com/article/341808

Technology at its Best or Why Didn’t I Think of That?

Short answer to the question above. I am not that smart.

From previous posts you know I read several business magazines.  This is one of my favorite articles in Forbes.  It combines extensive research, answering a burning question, growing an economy, and innovative adaption of technology all in one article.

One key point, you will never look at your mobile phone the same way again. 

The article is about Shivani Siroya and her challenges and success in launching Tala.  Tala makes small loans through a smartphone app.

Ms. Siroya’s background and experience are highly unique and positioned her to form Tala.  The article talks about partnerships she formed. The use of data on a phone to analyze customers was brilliant.  Several users of Tala are profiled. The stats on the impact of Ms. Siroya and her company are very impressive.

Title of the article: “The $100 Trillion Opportunity: The Race To Provide Banking To The World’s Poor”

Link to article:  https://www.forbes.com/sites/jeffkauflin/2019/09/23/the-100-trillion-opportunity-the-race-to-provide-banking-to-the-worlds-poor/#3a1fd0f1d015