How to Respond to a Citizen

OPD 08/01/2006

brooke@brookeallen.com www.BrookeAllen.com
Originally published in International Family Magazine

After sending the mayor the letter, I felt so much better. The consumer affairs hotline still didn’t pick up their phone but that no longer mattered. I had so much fun thinking up the letter and I was proud of myself.

A few months after I wrote the letter, Ed Koch lost his re-election bid. I hadn’t voted for him. I hadn’t voted for his opponent either. I went into the voting booth, pulled the curtain, and did nothing. I took the time to vote my abstention.

Unexpectedly, at the end of December I received a most lovely belated Christmas present in the form of a letter that I will cherish forever.

City of New York

Office of the Mayor

December 28, 1989

Your letter of August 18 was misplaced and only recently made its way to my desk. I was very troubled by what you had to say and apologize for the delay in responding to you.

The consumer hotline was not established as a public gesture with the intention that, in reality, it would not serve the public or investigate its complaints. Though my administration is about to end, I have asked Consumer Affairs Commissioner Angelo Aponte to look into the charges that you raise. I have asked him to take immediate action, where necessary, to make sure that the hotline is fully staffed and responds expeditiously to all complaints. Moreover, I have asked him to make sure that the next administration is aware of any problems with the hotline.

Further, I am returning the two dollars that you sent to me. I am disappointed by your insinuation that personal financial gain would be a motivation for helping you.

If you are sincere in your interest to establish a branch of your business in New York City, our Office of Economic Development (212-NY-MAGIC) and the Office for Business Development (212-513-6400) may be able to assist you, and I encourage you to contact them.

My administration has sought to create a climate in the City where businesses can flourish and at the same time one where the interests of the City’s consumers and residents will be safeguarded. Arbitrating these interests is no simple or enviable task — but I, and members of my staff, have done that on every day of our watch — and in as just and far-sighted a manner as possible.

All the best.

Sincerely,

Edward I. Koch

M A Y O R

Wow!

As soon as I received the letter, I called the hotline. They picked up on the first ring. I couldn’t remember what had been my complaint the prior summer so I said, “Just checking,” and hung up. From then on the line was answered immediately every time I called.

When responding to a complaint, think WWED.[1]

[1] “What Would Ed Do”. Ed Koch published a collection of his letters in a book called All the Best: Letters from a Feisty Mayor. The man could write.

Advertisements

Author: Brooke Allen

A retired Wall Street executive with a whimsical side.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s