improving the reputation of building...

Improving The Reputation of Building Departments

Colorado Code Consulting, LLC

Marketing your Building Department

© 2012 Colorado Code Consulting, LLC 1


InstructorSteve Thomas

Over 30 years experience in code administration

25+ years code training ICBO Committees

Small Jurisdictions Fire & Life Safety Code

Development Means of Egress Review

ICC Means of Egress Code Development Committee

IBC Interpretations Committee


Today’s Topics

How do you market a monopoly?

Who is our market? Perceptions Professionalism Customer Service Public Relations Politics


What is Marketing?

The action or business of promoting and selling products or services, including market research and advertising.

How do we sell our services?

Monopoly?




Who is our Market?

Homeowners Building Owners Builders Design

Professionals Politicians


Reputation

What is the perception of your building department?

What do your clients say when you aren’t around

Imagine attending your own funeral What will people say


Reputation

Do clients challenge staff’s calls?

If not, why? Do inspectors

inspect by opinion?


Why is there a poor perception, if there is one? Poor customer

service Rigid enforcement Unable to make a

decision Unwilling to approve

alternate designs or modifications

Government in general




Perception?

Are you a problem solver or a problem creator?

Do you see the big picture


How do you change a bad perception? Professionalism Customer Service Reasonable and fair

enforcement


What do we do?

Building Department Responsibilities Plan Review Building Inspections Code Enforcement ???


What is our purpose

Life Safety Public Welfare Firefighter Education? Assistance?




Professionalism

Who are we dealing with on a daily basis Contractors Architects Engineers Developers Property Owners Homeowners


What does a building official look like? Personal

Appearance Professional Look like a building

official Badge?


How to interact with the public

Proper attitude Provide an

education Professionalism


Professionalism

Professional manner

Courteous Prompt Good frame of

mind Refrain from

criticism Work to limit

complaints




Develop a Reputation Tough Knowledgeable Fair Reasonable Understands

construction

A jerk Hard to work with Unreasonable Arrogant Doesn’t know the

code #&*@$@&#%


Client Surveys

Anonymous Survey sent out with permits

Rate your service Have option to

contact client No more than one

page Simple


Time Management Inspections

Number per day Difficult projects Unskilled persons

Phone calls, messages Set time of day Cell phone?

Report writing In field or office

Meetings Staff, contractors,

designers


Inspection Requests

Phone Voice Mail Fax Email Web Based




Inspection Response

Normal requests Typically 1 business

day Emergencies Last minute

requests


Field Relations

Identify yourself Name Building Inspector Jurisdiction

Deal with person in authority Superintendent Foreman


Field Relations

Arrive Promptly If appointment was

set Phone if delayed

Be courteous Be helpful Be professional


Field Relations

Corrections Write all corrections

○ Correction notice○ Inspection report○ Include code section○ Bear legal action in

mind

Explain corrections○ Reason for

requirement○ Not “because the

code requires it”




Field Relations

Corrections Be consistent

○ Same interpretation for all

○ Enforce the code, no more and no less

Offer alternatives if appropriate

Follow up promptly Time is money


Field Relations

Unskilled people Be patient Expect to spend

more time doing inspection

Use opportunity to educate person about codes


Dealing with difficult clients

Assess the situation Keep calm Understand before

understanding


Difficult Clients

Resolve differences without argument Maintain

professionalism Don’t raise your

voice Leave if your safety

is in question Notify your superior




Stop Work Orders

Issue when necessary Local policy

Be professional Identify yourself Explain reason for

issuing order Be Right! Follow up promptly


Favors

DO NOTACCEPT FAVORS! Illegal Compromises all

inspector’s reputation

Almost always backfires


Plan Reviews

Preliminary meetings with architects or contractors


Plan Reviews

Turn around time Expedited reviews Quality of review




Education

What level of education is necessary to be a building official, plans examiner or building inspector?


Certifications

What certifications should a building department have?

Should it be a condition of employments?


Certification

How does certification affect the building department’s reputation?

© 2012 Colorado Code Consulting, LLC 35 © 2012 Colorado Code Consulting, LLC 36



Colorado Code Consulting, LLC

Steve Thomas4610 S Ulster, Suite 150Denver, CO [email protected]

www.coloradocode.net


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