AWWA WQTC57028

The City of Phoenix Water Services Laboratory Division has built a solid reputation for customer service by delivering more than data to its customers. The reputation was earned by working closely with its customers prior to project start-up. In the past, the laboratory often learned of scheduled projects and project needs several days before it was to begin. This led to confusion, bad morale, and a general feeling that neither the customer nor laboratory staff were competent much less willing to cooperate. In an effort to remedy the problems of the past, the laboratory initiated discussions with its largest client, the City of Phoenix Pollution Control Division, which is responsible for the City's industrial pretreatment program. Through this effort, laboratory staff gained a greater sense of ownership of the work they were undertaking, and the customer gained a new level of respect for the data produced by the laboratory. These practices are now used for all proposed projects within the City of Phoenix Water Services Department.