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20. <br /> <br />Permitting staffs must keep overall objectives in mind when <br />applying regulations. Rules often can be interpreted in more than <br />one way. <br /> <br />CUSTOMER SERVICE <br /> <br />21. All public employees have a role in economic development. <br /> <br />22. Customer service understanding/capabilities should be a criteria <br /> when hiring new employees. <br /> <br />23. <br /> <br />Public officials/employees need to recognize that developers and <br />business people are customers in order to be responsive to their <br />needs and to reduce adversarial attitudes. <br /> <br />24. Specific performance expectations for customer service need to be <br /> developed and communicated to staff. <br /> <br />FEES <br /> <br />25. Existing businesses are concerned about paying annual fees. These <br /> fees affect the local business climate. <br /> <br />26. High processing and inspection fees affect the business <br /> community's willingness to comply with rules and regulations. <br /> <br />27. Fees should not be increased once an application is in process since <br /> it alters the basis of the project pro forma. <br /> <br />28. <br /> <br />29. <br /> <br />In a moderately-paced economy, high impact fees can discourage <br />business development, <br /> <br />Developers do not mind paying processing fees to cover services <br />rendered. <br /> <br />30. In the post-Proposition 13 era development must "pay ks own <br /> way" with respect to processing and impact fees. <br /> <br />31. Revenue generation for dries appears to drive zoningprocessing <br /> decisions. <br /> <br />PHYSICAL SETlING <br /> <br />32. A comfortable and visually pleasing public service counter and <br /> central reception area make a positive impression on customers <br /> <br />7 <br /> <br /> <br />