[Congressional Record Volume 144, Number 155 (Saturday, December 19, 1998)]
[Extensions of Remarks]
[Pages E2364-E2365]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]




                            CUSTOMER SERVICE

                                 ______
                                 

                           HON. BOB SCHAFFER

                              of colorado

                    in the house of representatives

                      Saturday, December 19, 1998

  Mr. BOB SCHAFFER of Colorado. Mr. Speaker, in these times of 
automated phone responses, impersonal corporations, and indifferent 
employees, some see customer service as a deduction from the bottom 
line. However, good customer service is more important now than ever. 
In private industry, and in government, good service fosters trust and 
good feelings between constituencies and those who serve them. In a 
competitive market, those who perform above and beyond what people 
expect survive and prosper. Government leaders can always learn from 
good examples in American businesses.
  Some of the nation's most successful business leaders have built upon 
a philosophy of service to their respective constituencies. Herb 
Kelleher, CEO of Southwest Airlines, was never content to a rest while 
his employees toiled. He once helped flight attendants serve drinks on 
a Southwest flight. On Thanksgiving and Christmas, the busiest travel 
times, it was rumored he worked in baggage service alongside his 
employees. Imagine the inspiration, working with their CEO, as they 
sacrificed time with their families to ensure thousands of others could 
be together on those important holidays. Likewise, wayward travelers at 
some hotels are not directed, but accompanied by employees to the 
destination they seek within the hotel. Such kind assistance is likely 
to lift the spirits of even the weariest of guests.
  Sam Walton, founder of Wal-Mart, and recipient of the Presidential 
Medal of Freedom,

[[Page E2365]]

was legendary for his commitment to his employees and his customers. 
His philosophy of good service destined his enterprise to become the 
nation's largest retailer. Mr. Walton ran his stores like a coach 
preparing his team for the big game. He led by example, and instilled 
in his staff the determination and motivation to serve and to succeed. 
Famous for his devotion to his employees, Walton, whenever he saw a 
Wal-Mart Truck, was known to land his Cessna amidst the nearest 
cornfield, flag down the driver, and ride with him to his destined 
store. Such company spirit and pride has fostered loyalty and trust 
among the public.
  Sound principles of customers service should be inherent in 
government as well as private industry. Intrinsic within a republican 
form of government is a commitment to the people one represents and to 
serving their needs in the best way possible. With that in mind, I have 
focused on putting together America's best congressional staff. 
Employees in my office come from diverse backgrounds and have diverse 
talents: all have close ties to Colorado and the district. Each and 
every member of my staff considers it their personal responsibility to 
serve the public the best they can. They genuinely believe in their 
work and in serving the people of the State of Colorado.
  Our office responds to thousands of letters and phone calls each 
month. My dedicated staff handles scores of constituent requests, helps 
me prepare letters, draft and follow legislation, and helps advise me 
on multitudes of important issues. Should someone from Colorado visit 
our nation's capital, we are always eager to line up congressional 
tours of the Capitol, and even the White House. People within the 
district also express their opinions, seek help with problems involving 
a government agency, or request information on legislation or proposed 
regulations from me or a member of my staff all the time. With an open 
door policy, my staff communicates frequently and openly with me. I 
consider them, as should my constituents, as an extension of myself. 
With selfless dedication, and in the spirit of America's best business 
leaders, America's best congressional staff works long hours and 
strives toward a philosophy of service to the good people of Colorado's 
Fourth Congressional District.

                          ____________________