AUBURN – City code enforcement officials and inspectors will be brushing up on their customer service skills, according to City Manager Glenn Aho.

Aho said he has directed Planning and Permitting Director David Galbraith to make his department friendlier to the general public.

“I don’t think anyone has a problem with the skill level of our staff,” Aho said Thursday. “We have some of the most talented, knowledgeable people working for our city. They just need some help with their customer service skills.”

Aho, who began working as city manager in late May, said the lack of customer service has been the biggest comment he’s heard during the last month.

“I’ve asked people to tell me what they think, and what they want to happen,” he said. “And this is a big one. We are in the service business, after all. We provide a product for our customers, but they don’t really like what we’re offering.”

Aho said he’s heard complaints from homeowners attempting to do renovations or repair projects. Inspectors may not provide much feedback, simply telling them the work has been approved – or that it hasn’t.

“But they don’t give a rationale for saying no, or offer alternatives,” he said. “I’m not asking our inspectors to break the law, but they know the code better than the homeowner. I want them to be able to say, ‘Well, the code won’t let you do what you want. But you can do this, or this instead.'”

He also expects staff to provide more information about inspections up front.

“The inspector should be able to leave a sheet that explains the inspection, and what was found,” Aho said. The only information a person gets currently is a letter, informing the contractor or property owner of the inspectors decision, he said.

Galbraith said he’s met with the members of his department to discuss the changes.

“We want them to be fair, but they need to be flexible, too,” Galbraith said. “We want them helping to look for solutions, rather than just saying yes or no. We have to enforce the law, but there are ways to do it and be more personable.”