GSA takes "thrilling our customers" seriously. Delivering the
best customer service is not only our goal, it is also part of our action
plan. In FY 1997 meetings with the chief executive officers of Motorola,
United Airlines, Nordstrom, the Ritz Carlton and Starbucks, a GSA team identified
best practices in customer service. The team produced a brochure for employees
to delineate the differences between "satisfying" and "thrilling"
customers.
GSA's customers speak:
"I have never seen a better example of customer service, either
in the Coast Guard or in any Federal entity, than what GSA provided to
us [on Governor's Island]. . . We saved $20 million this year alone by
this rapid deployment. Thank you, GSA!"
-Coast Guard, New York
"GSA's help in procuring our systems furniture, conference room
furniture and seating was unbelievable. They did whatever was necessary
to satisfy the VA"
-Veterans Affairs, Philadelphia
"They were as good as their word. GSA got the construction money,
did the work, and delivered the building back to us as they promised and
when they promised. And what a beautiful job they did."
-Customs Service, San Francisco
"I wanted to pay a compliment to the General Services Administration
for making good on a promise. You don't always in this Government get a
promise and have people work hard and get the job done. But they told us
that during the course of the President's three-week vacation they would
be able to renovate this entire space And, by God, they did it."
-The White House, Washington, DC
"It is reassuring to me that there are professionals like you to
provide maximum assistance when called upon to support the Submarine Force."
-Navy, Connecticut
"GSA's creativity and negotiating skills were most helpful in this
project. We look forward to working with you again on future space actions."
-U.S. Public Defender, Portland, OR
